Professional Documents
Culture Documents
Communication
Communication
Part 1
Contents
August, 2009
Summary
Part 1 Communication Skills
1. Attitude 2. Active Listening 3. Using questions efficiently a. Closed questions b. Open questions 4. Types of clients a. Neutral b. Demanding c. Apprehensive d. Irate 5. Dealing with difficult customers
7 Qualities of a call-center agent Overcoming Objections ABC of selling SPIN Model Types of customers
August, 2009
2. Active listening:
"We were given two ears but only one mouth, because listening is twice as hard as talking." Active or Reflective Listening is the single most useful and important listening skill. In active listening we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, and we are active in checking out our understanding before we respond with our own new message. We restate or paraphrase our understanding of their message and reflect it back to the sender for verification. This verification or feedback process is what distinguishes active listening and makes it effective. Active listening takes effort. It's more than focusing on facts, figures and ideas. Active listeners absorb what they hear, associate it with their own experiences and convert what they're picking up into meaningful information they can use in future. Here's how to become an active listener.
Pay attention to the other person's tone of voice, which is also part of the message. Nod to show your agreement with particular points. Don't let yourself be distracted by unimportant noises or interruptions.
August, 2009
Objectivity is a crucial element in effective listening. When communicating it's important to use empathy. Provide feedback, let the speaker know that you understand what's being said. Listen for total meaning: Listen both for content and also for the underlying emotions. Paraphrasing, using your own words to rephrase what the customer said. To listen actively, you should help the other person to speak, using encouraging words Finally, be careful with how you react to what the other person says Do not interrupt. Make an effort to focus on what the client is saying. Take notes as you listen and underline words Listen for wide words, key ideas Listen for tone and pace and match both to become congruent with the clients. Be careful in how and when you use jargon Always be professional Value the customer
3.1 CLOSED QUESTIONS are useful in the following situations: As opening questions in a conversation, as it makes it easy for the other person to answer, and doesn't force them to reveal too much about themselves. - Is this Mr./Mrs. X? , Do you have a few moments to discuss your order? For testing the understanding (asking yes/no questions). - Are you familiar with what a spending limit is? , Did I mention that in addition to the refundable deposit, you're also eligible for a $25 discount from your first invoice?
August, 2009
For achieving closure of a persuasion (seeking yes to the big question). - So, is it alright if I go ahead and process the credit card that you placed on file? , Should we process this order so you can receive the phones you wanted right away? closed questions filter, qualify and seek commitment
As follow-on from closed questions, to develop a conversation and open up someone who is rather quiet. - How was your day? , How are doing today?, How may I help you today? To find out more about a person, their wants, needs, problems, and so on. - Can you please tell me what the issue seems to be?, What type of phone are you interested in?, Why do you want to cancel this order? To get people to realize the extent of their problems (to which, of course, you have the solution) How long have you been waiting for this device? To get them to feel good about you demonstrating human concern - What else can I do to help you with this issue? broadly open questions gather information and build rapport
Rudyard Kipling said: "I keep six honest serving men/ They taught me all I knew/ Their names are WHAT and WHY and WHEN, And HOW and WHERE and WHO.."
REMEMBER:
Use your best voice. Use the members name frequently, but not to excess. Practice effective listening. Clarify when needed. State things positively. Use courteous language (please, thank you, may). Stay focused on the call (avoid chit-chat). Correctly answer questions. Use empathy when appropriate. Practice, patience. Project enthusiasm and positive energy. Show an interest in the members reason for calling. Put a smile in your voice. Use inflection to emphasize certain words. Minimize the use of acronyms and technical jargon. Concentrate on what you can do for the customer.
August, 2009
4. Types of customers
Types of clients Characteristics How we treat him
Neutral members deserve appreciation. Well try to exceed his expectations. I'm sorry you had to call in for that. Let's take a look. Be straight-forward, well not get into many details. Keep a strong, firm voice Apologize for the inconvenience. They want immediate action and solution.
Neutral
Demanding
Relaxed Has a calm tone offers information Laughs appropriately Speaks fluently, easily Responds to questions readily Threatens Self-assertive Speaks rapidly Tells you he's right Interrupts frequently Tells you the solution Tries to argue or debate
Apprehensive
Unsure Mumbles Speaks slowly Sounds nervous Fearful tone of voice Uses "Ahs" and "Uhms" Needs constant reassurance Gives confusing explanations
Needs to be told how to do things. Keep him posted all the time with what you do during the conversation. Give him a positive feedback Don't rush him He needs constant reassurance that is ok
Irate
He wants and expects empathy I understand how you can feel that way Let's work together on finding a solution
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Acknowledge the caller's feelings . Apologize sincerely. Follow up with actions. Just say I am sorry it won't work
Sympathize and empathize with the caller Then get busy solving the caller's problem Most callers want sympathy almost as they want the problem solved Accept 100 percent responsibility of the call Most likely you had nothing do do with the problem. However, it is your job to accept responsibility and initiate a solution Prepare to help and be very willing to help. If the caller senses insincerity he will stay angry. Its exasperating to file a complaint with someone who obviously doesnt care.
Reintroduce yourself
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Again, my name is... Let's see how I can help And I am talking to...
Thank you Mrs. / Mr., let's see what happened. I'm sure we can get that fixed in no time.
August, 2009