Published on August 3, 2009
Customer Service Soft Skills Applied: Telephone Skills
Who is this man?
Alexander Graham Bell Invented the “harmonic telegraph” in 1876 "Mr. Watson -- come here -- I want to see you."
Morse/Vail Electric Telegraph cerca 1840
“These telephone girls are the human part of a great communication machine. No matter how many millions of dollars are spent on cables and switchboards, the quality of telephone service depends upon the girl at the exchange end of the wire.”* * Herbert N. Casson, “The History of the Telephone,” (Chicago: A.C. McClurg & Co., 1910)
Customer Service Soft Skills Module 2 Telephone Skills
The Five Golden Rules of Call Handling* *Real Bergevin, “Call Centers for Dummies” (John Wiley & Sons, Canada Ltd., 2005) 264-266
1. BE POLITE Say “please” and “thank you”.When you are polite customers feel respected and valued, and it shows that you appreciate the time they have taken to speak with you.
Say “please” and “thank you”.
2. USE EMPATHY Put yourself in customer’s shoes.Empathy is showing concern for the customer’s situation & feelings without agreeing or disagreeing with what the customer is saying.
Put yourself in customer’s shoes.
Appropriate Levels of Empathy Do say: “I understand your frustration…”“I know how you must be feeling…”Don’t say: “I agree with you, our service is horrible!” “I love you…”
“I understand your frustration…”
“I know how you must be feeling…”
“I agree with you, our service is horrible!”
“I love you…”
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