CALL CENTRE TRAINING

SANDEEP RAJ
AGENDA
 About Hermes Corporate Division

 Who is My Customer?

 What is Customer Service?

 Telephone Etiquettes

 Problem solving Techniques

 Do’s & Don’ts in Telephone Etiquettes

About Air costa

Air costa is a Domestic Airline

which operates in south India .
It operates innovative services
with Embraer 170 Aircraft and
over 20 domestic flights daily to
8 destinations.
Who is My Customer?
Corporate Houses requiring competitive fares ,
convenience, reliability, speed, and schedules built
around their needs. Who have money to travel by air
and who increasingly, demand a higher level of
service and convenience, but at an economical cost.
What is Customer Service?

People don’t want to communicate with

an organization or a computer.
They want to talk to a real, live,
responsive, responsible person
who will listen and help them get their
satisfaction.
TELEPHONE ETIQUETTES
Proper telephone etiquette is very important
because you are representing your
department /Company.

CALL OPENING for INBOUND

 Answer with a friendly greeting.
 Always be Alert on calls and ready to engage in a conversation.
Greet your guest/Customer -Good
morning/afternoon/evening Sir/Madam…Welcome to Air
costa this is Raj how may I assist you?
 Ask for their name. This shows you have taken an interest in
them.
Smile - it shows, even through the phone lines; speak in a
pleasant tone of voice .

CALL OPENING for OUTBOUND

 First identifying yourself.

 Good morning/afternoon/evening Sir/Madam.
 My name is Raj calling from Air costa. Am I speaking to

 Mr / Mrs /Miss (or) To whom am I speaking ?")

 Always state the purpose of the communication.
HOLD & CALL TRANSFER PROCEDURE:
 Ask for permission before you hold the call.

 Eg : Mr /Miss/ Mrs May I place your call on hold while I

check the information for you or so that I transfer

your call to person/ department.
 Always thank the caller for holding.

 Eg: Thank you for holding Mr/Mrs/Miss I appreciate

your patience.

CALL ENDING PROCEDURE

 Make sure you answered all the caller’s queries.

 Always end with a pleasantry: Thank you for calling Air

costa, Have a nice day (or)It was nice talking to you.

 Let the caller hang up first.

 Don’t give more than your first name

 Don’t get personal, even if they do.

Problem Solving System?

The problems you face can be large or small,

simple or complex, and easy or difficult to
solve. The CCE role is finding ways to solve
them. So, being a confident problem solver is
really important to your success.
There are four basic steps in problem solving:
1) Defining the problem.
2) Generating alternatives.
3) Evaluating and selecting alternatives.
4) Implementing solutions
Do’s & Don’ts in Telephone Etiquettes
“Smile  (they really can hear it!)
“Be Enthusiastic
"Do" Speak Clearly
"Do" Greet Customers Appropriately
"Do" Ask How You Can Help
"Do" Listen to the Caller's Request
"Do" Ask to Place the Caller on Hold
"Don't" Talk with Your Mouth Full
"Don't" Speak too Loudly or Softly
“Lower the Pitch of your Voice
"Don't" Leave the Caller on Hold
“Talk in a Positive Mood
"Don't" use Slang Words
'Don't' Answer the Phone Casually
THANK YOU