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Call center guide 1 “Congratulations for your new job” 2013-2014 www.english4ca

Call center guide 1 “Congratulations for your new job” 2013-2014 www.english4callcenters.com CALL CENTER GUIDE Index Customer service ................................................................................................................................. 2 5 easy steps to solve an issue .......................................................................................................... 3 Tips for customer service ............................................................................................................ 4 Key spelling .......................................................................................................................................... 5 Military alphabet ............................................................................................................................. 6 Useful phrases for service and sales ........................................................................................... 7 How to place a customer on hold ................................................................................................... 8 Sales and overcoming objections ................................................................................................ 9 6 easy steps to sell ........................................................................................................................ 10 Common call center vocabulary ............................................................................................... 11 Capturing American names ,addresses, credit cards, cities, states and emails ....................... 12-20 The most common job interview questions ............................................................................. 21 Map of The USA ............................................................................................................................. 22 By Rodrigo Galdamez. Call center guide 2 “Congratulations for your new job” 2013-2014 www.english4callcenters.com Customer service Customer service is about helping your customer to resolve questions , issues , problems or doubts they have about the company you work with. Most call centers require agents with exceptional customer service skills because the accounts where you will work with want to provide the best customer service ever to their customers. Think of this SONY hires transactel to handle its customer service and transactel hires you to do it. To be successful in a call center you need to know the basics of customer service , steps to solve an issue and useful phrases to calm down customers. Call center guide 3 “Congratulations for your new job” 2013-2014 www.english4callcenters.com 5 easy steps to solve an issue. 1. Validate the customer’s feelings: e.g. Cust: I am so upset your company didn’t deliver my order agent: You are right/I agree with you/I see what you are saying. 2. Apologize for inconvenience Agent: I am very sorry for that/ I apologize for that inconvenience/ 3. Offer a solution Agent: please let me go ahead and make this up for you , /let me make this right I will…/I can offer you…./ 4. Ask the customer if he is satisfied. Agent: Sir/ma am Is there something else that I can help you with? / Have I resolved this issue to your satisfaction? 5. Thank the customer and wrap up Ok sir thanks for giving me the chance of making this right for you . thank you for calling to pizza cap have a nice day/ night. Call center guide 4 “Congratulations for your new job” 2013-2014 www.english4callcenters.com Some useful tips for customer service 1.Always ask things with Could/ May and Would. Incorrect : your name? Correct : Would you give your name please? Incorrect: give me your address. Correct: Could you give me your address please? 2.Always thank the customer . Customer : My address is .. 13 blue cross court Agent. : Thanks/ I appreciate it/ Thank you so much/ Thank you. 3 .Be empathetic Put yourself in the customer shoes and offer the best solution possible 4. Be efficient Resolve issue as soon as possible don’t waste time if you are unsure of what to do ask your supervisor. 5.Be accurate Always tell the truth to customer , don’t lie , don’t invent. 6. Address customer by last name or first name depends on the customer. Mr. Smith would you give your address please? Can I call you Jason sir ? Is it ok if I call you mary? Call center guide 5 “Congratulations for your new job” 2013-2014 www.english4callcenters.com Key spelling phonetically Key spelling is spelling a word using the first letter of the word and an example Penny P-like parrot, E like elephant, N as an Nancy, N as Nancy , Y like an yankee. This is super important since many times on the phones many consonants sound the same In a call center you will use information such as names, addresses, credit cards, cities , states and emails and you need to be able to get that information accurately that’s why keyspelling is essential in call center communication Example customer might say. My address 11 west borough hensington lane You will ask the customer to keyspell that like: “ Can you keyspell that for me ?” Once you get it or you are not sure of the spelling you keyspell the info back to customer. Call center guide 6 “Congratulations for your new job” 2013-2014 www.english4callcenters.com This is the military alphabet which is very common in call centers Character Telephony Pronunciation A Alpha AL-FAH B Bravo BRAH-VOH C Charlie CHAR-LEE D Delta DELL-TAH E Echo ECK-OH F Foxtrot FOKS-TROT G Golf GOLF H Hotel HOH-TEL I India IN-DEE-AH J Juliet JEW-LEE-ETT K Kilo KEY-LOH L Lima LEE-MAH M Mike MIKE N November NO-VEM-VER O Oscar OSS-CAH P Papa PAH-PAH Q Quebec KEH-BECK R Romeo ROW-ME-OH S Sierra SEE-AIR-RAH T Tango TANG-GO U Uniform YOU-NEE-FORM V Victor VIK-TAH W Whiskey WISS-KEY X X-Ray ECKS-RAY Y Yankee YANG-KEY Z Zulu ZOO-LOO Call center guide 7 “Congratulations for your new job” 2013-2014 www.english4callcenters.com . Useful phrases for customer service and sales  I am sorry .  I am so sorry to hear that  Please let me help you with that  I will be happy to help you.  Please tell me what happened.  I will take care of this.  I apologize for this inconvenience  I see what you are saying.  I totally agree with you.  Give me a chance to make this right for you.  Let me make it up for you  I am listening.  I understand.  I am sorry that this happened to you.  I am here to help you.  I am on your side  Lets find a solution together  Would that be ok with you?  Is that ok with you.  Have I resolved this issue to your satisfaction?  Would it be something else that I can help you with?  Thank you.  Please  Bear with me for a moment  Give me a minute please while I look into your case  Would you mind if I place you on hold sir?  I appreciate it.  May I have your name so I can address you better? Call center guide 8 “Congratulations for your new job” 2013-2014 www.english4callcenters.com How to place a customer on hold. Many times you will need to place customer on hold to do different activities. Correct: Would you mind if I place you on hold so I can work on your order? Incorrect I will place you on hold. Correct: Is it okay if I place you on hold while I find a solution for your situation? Incorrect: please hold. Hold time should not exceed 2 minutes but if you need more time You can say “ Thank you for holding Would you mind continue to hold I am still working on your case I will be right back, And always remember to thank the customer for holding , “ thank you for holding ms. Claire..” Call center guide 9 “Congratulations for your new job” 2013-2014 www.english4callcenters.com Sales Your objective with the customer whenever you are selling is : To help the customer to buy. Your objective with the company is selling as much as you can. When you sell some customers might present objections here is a list how to overcome objections. 1.Customer I don’t have money. Agent; is there a price range you would like to stay within? How much would you like to spend? I can offer you a discount if you place the order right now with me. 2.Customer “ I am gonna call back” Agent; wait sir , whats keeping from placing the order at this time? You have me on the phone, I can save you time and make sure this order gets placed. 3. I am not sure… Agent : what is it that you are not sure , maybe I Can help you? 4. Your competitor is cheaper. Agent. Sir we offert the best products ever, our quality will assure your investment. 5. I gotta talk with my wife Agent; lets make a conference and call her right now . Call center guide 10 “Congratulations for your new job” 2013-2014 www.english4callcenters.com 6 easy steps to sell. 1. Greet the customer : Hello thank you for calling my name is – how can I help you? 2. Set the tone: I ll be happy to help you/ I can assist you with that 3. Ask the customer for his / her needs. What are you going to use the product for? What are you looking for exactly? 4. Paraphrase what customer told you. Okay sir , you told me you need this cellphone with a camera and internet connection 5. Offer the product with its characteristics and benefits Camera with 5.0 megapixels will allow to best capture special moments in your life and internet connection high speed to keep you up to date 6. Ask for the sale Lets go ahead and place this order ok, may I have your credit card number please? Call center guide 11 “Congratulations for your new job” 2013-2014 www.english4callcenters.com uploads/Geographie/ call-guide.pdf