BLOG – SIKORSKI’S THINK ABOUTS – TELEPHONE DO’S and DON’TS

Suggest discussing these at your next staff meetings . . .

• DON’T make a business call unless there is a good reason for it
• If you dial a wrong number, DO make a sincere apology instead of just hanging up
• DO think about your diction and the quality of your voice when you begin to speak over the telephone
• DO get to the point on a business call and be brief – most of us do not have the time to chit-chat
• DON’T remain totally silent when the other person continues to speak.  Make some type of conversational response, even if it is “yes” or “I agree”
• DON’T eat, drink or chew gum while on the telephone – sounds are magnified and it may subliminally tell the caller you are not paying attention
• When you are talking on the telephone, DO give the caller your full attention
• DON’T make side remarks to a co-worker when you are on the telephone with a customer
• When you have a visitor in your cube or office, DON’T take any calls unless they are genuinely urgent
• When you have a visitor in your cube or office, DON’T continue to look at your monitor for emails or your cell for emails or texts
• If you are visiting someone in their cube or office and an urgent call interrupts them, DO offer to leave
• DON’T cough or clear your throat on the telephone
• DO end your conversations on a pleasant note
• When transferring calls, DO give the caller an explanation as to why and the name of the person and extension you are transferring to

This week’s question for your employees – What should we add to this list?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – HOW TO TAKE & LEAVE MESSAGES – BACK TO TELEPHONE BASICS #14

Here is the 14th of my series on “Back to Telephone Basics” to share with your staff.

HOW TO TAKE MESSAGES

The person who takes a message for another person efficiently and pleasantly is an asset to any organization.

The second you answer the telephone you are assuming the responsibility of handling that call properly.

The message must contain and keep in mind you may have to leave the contents of this message on voice mail:

• ŸName of the caller (spelled correctly)
• ŸTelephone # with area code
• ŸName of the caller’s company
• ŸDate and time of the call
• ŸYour name
• ŸThe reason for the call

HOW TO  LEAVE MESSAGES

When you place a call, it is the utmost in bad manners not to identify yourself when the person called is not available.  Do NOT just hang up when you get voice mail.

Since you called, it should be important enough to leave a message – even if it is just your name and telephone number and that you will call back.

Voice Mail

“This is Laura Sikorski.  My number is 631-261-3066. Please let me know if April 8 at 9am is good time for us to review the upcoming analysis.  I will be in my office today until 3pm.  Again, this is Laura Sikorski and my number is 631-261-3066.  Thank you.”

Leaving messages that give detailed information will help stop “telephone tag” delays.

This week’s question for your employees – What type of problems do you have when calling back our customers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – THE HOLD BUTTON – BACK TO TELEPHONE BASICS #13

Here is the 13th of my series on “Back to Telephone Basics” to share with your staff.

One of the biggest irritations is being put on hold and forgotten.

This happens . . .

• ŸBy accident
• ŸThrough carelessness
• ŸThrough incompetence

ŸWhen placing callers on hold you must service the caller every 30 seconds to reassure them that they have not been forgotten.  As reminder, when placing a caller on hold . . . Think Like a Customer.  How do you feel when you are placed on hold and the representative doesn’t get back to you!

Use the hold button when you need to ask a question.

Putting your fingers over the handset or headset mic can lead to embarrassing situations.

What do callers do on hold . . .

• “I counted the songs I heard.  There were 4.”
• “I didn’t think about anything – I just hung up.  My time is valuable. 
• “I read emails.  I seem to get most of my reading done on hold.”

This week’s question for your employees – Why do we place our customers on hold and do we need to update any of our processes or systems?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – SCRIPTS FOR TRANSFERRING CALLS – BACK TO TELEPHONE BASICS #12

Here is the 12th of my series on “Back to Telephone Basics” to share with your staff.

WARM Transfer

• You discuss the caller’s issue with the person you are transferring to and then introduce the caller
  • Mr. Smith, it was a pleasure speaking with you.  John in our accounting department will be able to help you
•  John takes over the call and you quietly disconnect

COLD Transfer

• You transfer the caller to another department that will satisfy their needs and give the caller the extension
  • Mr. Smith, I am really sorry that I could not help you; however, I am confident that anyone in our accounting department will know exactly how to help you.  For your information, that department’s direct extension is

This week’s question for your employees – What other transfer scripts should we have?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THNK ABOUTS – TRANSFERRING CALLS – BACK TO TELEPHONE BASICS #11

Here is the 11th of my series on “Back to Telephone Basics” to share with your staff.

The most delicate part of call handling is transferring the caller to a different person and doing it so that the caller is grateful that it was done.

A caller who is transferred aimlessly loses any good feelings they may have about your company when they are misdirected – it wastes their time and yours!

Ir requires tact and knowledge of your company

• ŸDepartmental responsibilities
• ŸKey staff who will handle the call properly

The caller must be given an explanation as to why they are being sent elsewhere.

It is a good idea to follow-up periodically with the person or department you transferred a call to, to see if the caller was handled properly.

Before the transfer is actually completed, you should make sure that the caller feels that everything is going to be taken care of.

This week’s question for your employees – What type of calls are we transferring and what can we do to minimize the transfers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – BACK TO TELEPHONE BASICS #10: SINS OF CS, SURVIVAL SKILLS, ATTITUDE

Here is the 10th of my series on “Back to Telephone Basics” to share with your staff.

Deadly Sins of Customer Service

• Ignoring the customer
• Hiding behind your job description
• “Passing the buck” to another department
• Blaming the customer
• Trying to prove you are right and the customer is wrong
• Talking to customers as if they are all the same
• Assuming all problems that sound the same have the same solution

Customer Service Survival Skills

• Know policies and procedures
• Listen with empathy
• Involve people in finding solutions
• Make decisions by consensus
• Identify perceptions
• Be alert to intimidating strategies

Keep a Positive Mental Attitude

• Do I know my company’s goals
• Do I understand my responsibilities
• Do I create a professional image for myself and my company
• Do I balance the customer’s and my company’s needs
• Do I work effectively with my co-workers
• Do I welcome feedback
• Do I continually identify ways to make customer service better

This week’s question for your employees – What are our company’s CS goals?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #9 – DEALING WITH ANGRY/IRATE CUSTOMERS

Here is the 9th of my series on “Back to Telephone Basics” to share with your staff.

First, be sure your Supervisors “floor walk” as much as possible to really get a sense of what is happening in your center.

Yes, sometimes your customers get angry and perhaps use foul language; however, management must research WHY and correct the process or issue(s) as soon as possible.

Tips for Your Staff

• ŸListen and do not jump to conclusions
• ŸBe encouraging
• ŸShow the caller you are paying attention
• ŸPay attention to everything that is said NOT just the information you are looking for
• ŸNotice what is not said
• ŸFocus on what the caller is saying NOT on what you are going to say next
• ŸTake notes on key words
• ŸLet the caller talk

Steps to Prevent Customer Dissatisfaction

• Anticipate their needs
• Take the initiative to solve problems
• Do your job carefully the first time
• Keep your promises

This week’s question for your employees – What made our customers angry this week and what can we do to fix it?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #8 = CUSTOMER SERVICE

Here is the 8th of my series on “Back to Telephone Basics” to share with your staff.

Why do customers leave:

• 1%      Die (Sadly)
• 3%      Move Away
• 14%    Competition
• 14%    Product Dissatisfaction
•  68%   Indifferent Attitude

It is important to know that “Complaints Can Be Profitable” and you hope that your customers will complain and not be indifferent.  95% will not complain and the remainder get MAD or get EVEN.

Customers that get MAD

• ŸAre 2 times as likely to buy again if they speak up
• ŸAre 6 times as likely to buy again if their problems are solved
• ŸAre 9 times as likely to buy again if their problems are solved quickly and professionally

Customers that get EVEN

• ŸAre UNHAPPY and will tell 10 to 12 others about it

Today if your customers use Social Media to complain they can reach over 150,000 with a few clicks!

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

• ŸPoor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel (the warm and fuzzy) about your Services and Products

• ŸReally helping customers and delivering a positive experience will create customer loyalty
• ŸIt costs 7 times more to attract a new customer than to retain an existing customer

This week’s question for your employees – Did our customers complain this week and if so, about what?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #7

Here is the 7th of my series on “Back to Telephone Basics” to share with your staff.

The manner in which a call is answered projects strong signals to the caller about you and your company.

However, the caller has responsibilities too!

• If they are calling with a complaint, they should remember they are talking to another human being
• No mater how justifiably angry they may be, the call will be effective only if the caller makes themselves clear and keeps their composure

If you must put the caller on hold

(caller’s name), I need to put you on hold for a moment while I obtain that information

While checking, service the call every 30 seconds

(caller’s name) I am still checking on that information, please continue to hold

Wait for the caller’s acknowledgement, then say

Thank You

If you must still keep the caller on hold

(caller’s name) I am so sorry to keep you on hold for so long, thank you for your patience

When you finally obtain the information

Thank you for waiting, (caller’s name)

The most important words you can use when dealing with your customers

Please and Thank You

This week’s question for your employees – Have we experienced any new issues from our customer this week?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

Blog Sikorski’s Think Abouts – Voice Channel: Power talk for results – Back to telephone basics #6

Here is the 6th of my series on “Back to Telephone Basics” to share with your staff.

Use your personality . . .

• Move forward in your chair
• Your voice will sound more animated, natural and interesting

Seek a rapport with your caller . . .

• Listen for speech patterns
• Use similar words

Use positive and direct language . . .

• Don’t say – “I will try to call you later this week”
• Instead say – “I will call you Monday morning at 11:30”
• Don’t say – “We cannot get that to you until Friday”
• Instead say – I can confirm a Friday afternoon delivery between 2 and 3pm”

Be concise . . .

• Respect the caller’s time and your own
• Be ready to take the call
• Stay focused

This week’s question for your employees – What do you wish you could do for our customers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com