Telephone group project
6
CUSTOMER SERVICE The ability to supply your customers with their wants and needs. Good customer service will bring back customers Those customers may tell other business about you
description
My section of our group project
Transcript of Telephone group project
CUSTOMER SERVICE
The ability to supply your customers with their wants and needs.
Good customer service will bring back customers
Those customers may tell other business about you
HANDLING UPSET CALLERS
Use the ASAP TechniqueAcknowledgeSympathizeAcceptPrepare to help
Don’t make up excuses Don’t let the caller upset
you.
TELEPHONE MESSAGES
What to rememberKeep paper and pen
closeWrite down the caller's
name, phone number and company
Make sure you write down the important information
TELEPHONE MESSAGES
When talking to a callerTalk in a friendly voiceTell them who they are calling for is
unavailableAsk if they want you to take a messageTell them when they can expect who they are
looking for might call them back
SCREENING PHONE CALLS
When Screening a CallAsk who is callingWhere they are fromWhy they are calling
Call who the caller wants to talk toTell them the information about
the callerAsk if they want to talk to them
HANDLING INDECISIVE CALLERS
Don’t get irritated and remain patient
Ask questions that can be answered with yes or no
When telling the caller options, don’t give them more than three
