Ring Ring!
An operator must always greet the customer
True
Making the customer wait without reason is acceptable
False
It is okay to shout at a rude customer
False
Personal opinions should not be shared
True
Taking notes during a call can help solve problems
True
What do we say at the beginning of a call?
Greeting
Why do customers call a call centre?
For help
What should an agent always be?
Polite
If you don’t know the answer, what should you do?
Check / Ask supervisor
What do you say at the end of a call?
Good Bye/ Thank you
Customer: “I am not happy with this service.”
What should the agent say first?
Apologize
Customer is speaking. Should the agent interrupt?
No
Customer does not understand. What should the agent do?
Explain again
Customer is angry. What tone should the agent use?
Calm voice
Customer says: “Thank you for your help.”
What should the agent reply?
You're welcome
“Why is this taking so long?!”
Emotion?
Annoyed
“Thank you so much for your help!”
Grateful
“This problem is really hard to solve.”
Frustrated
“Don’t worry, I will help you.”
Emotion?
Reassuring
“Yes, that’s exactly what I needed!”
Satisfied
Speaks calmly and waits while the customer explains everything.
Patient
Knows all the product details and answers quickly.
Knowledgeable
Tries to convince the customer not to cancel the service.
Persuasive
“I’m not happy with this service at all.”
Upset
Friendly voice, nice attitude.
Quality?
Pleasant