Tetiquettes
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Transcript of Tetiquettes
Voice QualityVoice Quality
ToneTone
PitchPitch
VolumeVolume
SpeedSpeed
Tone conveys your emotionsTone conveys your emotions
InterestedInterested
BoredBored
ConcernedConcerned
TiredTired
EnthusiasticEnthusiastic
CompetentCompetent
PolitePolite
PitchPitch
Keep it moderate or low Keep it moderate or low
Commands confidence, respect and Commands confidence, respect and knowledge of the subjectknowledge of the subject
High pitch may irritate the customerHigh pitch may irritate the customer
VolumeVolume
Not too loud (the volume may shadow the Not too loud (the volume may shadow the message)message)
Not too low (the listener may have to strain Not too low (the listener may have to strain to hear every word)to hear every word)
Must be audibleMust be audible
Speed (Rate of Speech)Speed (Rate of Speech)
Must be comprehensibleMust be comprehensible
Not too fastNot too fast
Not too slowNot too slow
ProtocolsProtocols
MuteMute
If the wait is less than or equal to 5 If the wait is less than or equal to 5 secondsseconds
HoldHold
Must have a valid reason and if the wait is Must have a valid reason and if the wait is more than 30 secondsmore than 30 seconds
Three types of communicatorsThree types of communicators
PassivePassive
AggressiveAggressive
AssertiveAssertive
PassivePassive
Submissive to customer’s demandsSubmissive to customer’s demands
Unable to get their point acrossUnable to get their point across
Get easily influencedGet easily influenced
End with a lose-win situationEnd with a lose-win situation
AggressiveAggressive
Generates friction with the customerGenerates friction with the customer
Gets defensive and argues with customerGets defensive and argues with customer
The message to be conveyed is lostThe message to be conveyed is lost
Usually has an arrogant toneUsually has an arrogant tone
End with a lose-lose situationEnd with a lose-lose situation
AssertiveAssertive
Able to balance the interest of customer Able to balance the interest of customer and companyand company
More focused on what they sayMore focused on what they say
Respect difference of opinionRespect difference of opinion
Try to arrive at a solution through mutual Try to arrive at a solution through mutual acceptanceacceptance
End with a win-win situationEnd with a win-win situation
QuestionsQuestions
Put you in controlPut you in control
Demand answersDemand answers
Provide informationProvide information
Helps to find out how people thinkHelps to find out how people think
Types of QuestionsTypes of Questions
Open-Ended QuestionsOpen-Ended Questions
Closed-ended Questions Closed-ended Questions
Open-Ended QuestionsOpen-Ended Questions
Get the customer to talk beyond a “Yes” or Get the customer to talk beyond a “Yes” or a “No”a “No”
Remember the 5 Wives and a HusbandRemember the 5 Wives and a Husband
What, Why, When, Who, WhereWhat, Why, When, Who, Where
HowHow
Open-Ended QuestionsOpen-Ended Questions
Examples:Examples: 1. How are things going?1. How are things going? 2. What seems to be the problem?2. What seems to be the problem? 3. How do you think you will solve the3. How do you think you will solve the problem?problem?
Are the door openers for other people to Are the door openers for other people to express.express.
Closed-Ended QuestionsClosed-Ended Questions
Expects a single word answer or short Expects a single word answer or short answer from customer.answer from customer.
Makes the customer speak to the point.Makes the customer speak to the point.
Example:Example:
1. May I know your name please?1. May I know your name please?
2. May I have the model number please?2. May I have the model number please?
ParaphrasingParaphrasing
Our interpretation of what the customer Our interpretation of what the customer says.says.
Tells the customer if we have understood Tells the customer if we have understood his situation or not.his situation or not.
Prevents any misunderstanding from Prevents any misunderstanding from happening.happening.
Customers appreciate it.Customers appreciate it.
ParaphrasingParaphrasing
Example:Example:
Let me see if I understand you correctly. Let me see if I understand you correctly. You did not receive your statement. You did not receive your statement. Therefore you could not pay. And this Therefore you could not pay. And this month due to a financial crunch, you will month due to a financial crunch, you will be in a position to pay only Rs. 500. Shall I be in a position to pay only Rs. 500. Shall I document the same?document the same?
Effective Word UsageEffective Word Usage
Use simple, positive, effective words and Use simple, positive, effective words and statements.statements.
Avoid casual and slang language.Avoid casual and slang language.
Give only relevant informationGive only relevant information
Use short sentences.Use short sentences.
Receiving a telephone callReceiving a telephone call
Introduce yourself and your companyIntroduce yourself and your company
Identify the callerIdentify the caller
Understand the caller’s requestUnderstand the caller’s request
ParaphraseParaphrase
Agree on the action takenAgree on the action taken
Ask for any further assistanceAsk for any further assistance
Thank the customerThank the customer
Perform the agreed actionPerform the agreed action
Taking actionTaking action
Identify what has to be done and its Identify what has to be done and its implications regarding time, information implications regarding time, information etc.etc.
Provide the caller with the required Provide the caller with the required informationinformation
Confirm time and date of action agreed Confirm time and date of action agreed uponupon
Meet the deadline or else call backMeet the deadline or else call back
Making a telephone callMaking a telephone call
PreparationPreparationPoints to focus on during the callPoints to focus on during the callIdentify yourself and your organizationIdentify yourself and your organizationVerify the authorized person Verify the authorized person State the purpose of the callState the purpose of the callWait for customer’s responseWait for customer’s responseIf required, acknowledge the customer’s If required, acknowledge the customer’s situation with empathysituation with empathy
Making a telephone callMaking a telephone callLet the customer know that you careLet the customer know that you care
If required, establish your problem solving If required, establish your problem solving credibilitycredibility
Be concise, but pleasant too.Be concise, but pleasant too.
Maintain your smile, it transfers on the callMaintain your smile, it transfers on the call
Summarize and re-confirm what has been Summarize and re-confirm what has been agreed uponagreed upon
Thank the customerThank the customer
Let the customer hang up firstLet the customer hang up first
Substitute the following words With1. Ya/Yeah Yes 2. Yes (to acknowledge) that's Right/ Right3. No I am sorry, but….4. No issues/problem Certainly5. Can I May I6. What Would/ May7. Hello? Excuse me