tle long test

• a system of rules that explain the correct conduct and procedures 


  protocol
• customers who are not easy to deal with


  difficult customers
• a caller who's friendly and share too many unnecessary information


  TALKATIVE CALLER
• how to handle talkative customer

  • Keep the conversation focused
  • keep talking politely
  • stay friendly
• a caller who's already angry when they call, sometimes yelling


  ANGER CALLER
• how to handle anger caller?

  • empathize with caller
  • do not take complaints personally
  • do not put them on hold
• caller who's not angry, but disappointed


  NEGATIVE CALLER
• how to handle negative caller?

  • remain positive
  • dig deeper to resolve the issue
  • offer advice on how to avoid issue in the future
• A caller's who's trying to figure out how to use a product

  CONFUSED CALLER
• how to handle a confused caller

  • Listen
  • Be patient
  • consult your manual
• A caller who's often scarier than angry customers, they ask for supervisors


  THREATENING CALLER
• how to handle threatening customer

  1. Remain calm
  2. understand the situation
  3. offer compensation if possible
• a caller who bargain over the original price

  BARGAIN HUNTER CALLER
• how to handle bargain hunter caller?

  1. know your value proposition
  2. segment your customer
  3. use dynamic price
  4. create urgency and scarcity
  5. provide value and services
• techniques in handling difficult customers

  1. Listen
  2. acknowledge and reassure
  3. avoid the hold button
  4. make the caller happy
• specific questions about different topics 


  INQUIRIES
• common or general questions 


  QUERY
• providing answers to customers' questions 


  HANDLING CUSTOMER INQUIRIES
• customers ask many questions from different topics.

  FREQUENTLY ASKED QUESTIONS (FAQ)
• another type of inquiry commonly asked by callers.


  BILLING INQUIRIES
• process of passing on calls from a support agent to persons of higher authority


  ESCALATION
• process of convincing a customer to stay with your call conversation without talking to a supervisor


  DE-ESCALATION
• things to do to avoid escalation

  1. Acknowledge
  2. Reassure
• solving customers' concern is the goal of contact centers

  PROBLEM SOLVING
• 4 steps in problem solving

  1. Identify the problem
  2. Determine the need
  3. Generate possible solutions
  4. Evaluate each solution and select the most appropriate
• the ability to understand and appreciate another person's feelings and experiences


  EMPATHY
• why empathize in customer service?

  1. empathy delivers positive customer experience
  2. empathy calms difficult customer
  3. empathy makes customers feel valued
• show customers that you understand their situation and emotion


  EMPATHETIC COMMUNICATION
• when giving instructions:

  1. use plain language
  2. be concise and clear
  3. adjust rate and volume
  4. acknowledge the caller's effort
  5. work as a team
• are thoroughly trained in the specific product that they handle


  TSR's / technical support