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Customizable Training Material Call Center Training: Sales and Customer Service Training for Call Center Agents Fully Customizable Print on Demand Unlimited.

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Presentation on theme: "Customizable Training Material Call Center Training: Sales and Customer Service Training for Call Center Agents Fully Customizable Print on Demand Unlimited."— Presentation transcript:

1 Customizable Training Material Call Center Training: Sales and Customer Service Training for Call Center Agents Fully Customizable Print on Demand Unlimited Number of Users No Annual Renewal Fees PowerPoint Slides

2 Agenda: Day One 8:30-8:45Icebreaker: Wishing You Were Somewhere Else? 8:45-9:00Session One: Course Overview 9:00-9:30Session Two: What’s Missing in Telephone Communication? 9:30-10:00Session Three: Verbal Communication Techniques 10:00-10:15Break 10:15-10:45Session Four: Who are Your Customers? 10:45-11:15Session Five: To Serve and Delight 11:15-11:45Session Six: Did You Hear Me? 11:45-12:00Morning Wrap-Up 12:00-1:00Lunch 1:00-1:15Energizer: The Limber Voice 1:15-1:45Session Seven: Asking the Right Questions 1:45-2:15Session Eight: Saying No 2:15-2:30Break 2:30-3:00Session Nine: Sales by Phone 3:00-3:30Session Ten: Taking Messages 3:30-4:00Session Eleven: Staying Out of Voice Mail Jail 4:00-4:15Session Twelve: Closing Down the Voice 4:15-4:30Day One Wrap-Up

3 Session One: Course Overview Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. Learn aspects of verbal communication such as tone, cadence, and pitch. Demonstrate an understanding of questioning and listening skills. Acquire comfort with delivering bad news and saying no. Learn effective ways to negotiate. Learning Objectives (I)

4 Session One: Course Overview Understand the importance of creating and delivering meaningful messages. Use tools to facilitate communication. Realize the value of personalizing interactions and developing relationships. Practice vocal techniques that enhance speech and communication ability. Personalize techniques for managing stress. Learning Objectives (II)

5 Session Two: What’s Missing in Telephone Communication? Albert Mehrabian’s Study Words themselves contributed only about 7% Listeners got much more information (38%) when they could also see facial expressions When they were also able to read body language, the results were even better, at 55% It’s Not What You Say; It’s How You Say It (I)

6 Session Two: What’s Missing in Telephone Communication? Implications A significant amount of communication is non- verbal. Without the chance to observe non-verbal behavior, it is easier for your message to be misunderstood. Our tendency is to rely on what we can hear and see in order to enhance our understanding. It’s Not What You Say; It’s How You Say It (II)

7 Session Two: What’s Missing in Telephone Communication? Eyes, eyebrows, and mouth send out signals that can make a world of difference. If you are speaking to someone in person, use their presence to your advantage. People who smile are happier than those who don't. In the Absence of Body Language (I)

8 Session Two: What’s Missing in Telephone Communication? Hang a small mirror at your face level or keep it in a drawer of your desk. Each time you are about to answer a call, smile into the mirror. Eye contact helps you carry your message and build trust. In the call center, make sure that you maintain eye positions and posture that convey the same message. In the Absence of Body Language (II)

9 Session Two: What’s Missing in Telephone Communication? In the call center, it is important to keep your hands still. Work on appearing sincere and comfortable. If you are inputting responses on a keyboard while on the phone, make sure that you type quietly. In person-to-person interactions, try keeping your gestures symmetrical and in front of your abdomen. Communication expert Chris Bowden refers to this as the truth plane. In the Absence of Body Language (III)

10 Session Two: What’s Missing in Telephone Communication? Cues from people that you are making them uncomfortable: Rocking Leg swinging Tapping In the Absence of Body Language (IV)

11 Session Two: What’s Missing in Telephone Communication? If it escalates, these signals are followed by: Intermittent closing of the eyes Slight tucking of the chin into the chest Shoulder hunching Learn to watch for these signs and adjust your approach. In the Absence of Body Language (V)

12 Session Three: Verbal Communication Techniques Think for a moment about the fact that you work on the phone to make your living. Get excited about it! Some people have a phone voice. Many, if not all call centers, use some kind of one-piece headset with a built-in earpiece. Your voice can sound distorted and interfere with your message. Being Yourself and Sounding Your Best (I)

13 Session Three: Verbal Communication Techniques Symphony of Voice Breath control Tone Articulation Speech patterns Being Yourself and Sounding Your Best (II)

14 Session Three: Verbal Communication Techniques The Four E’s of an Effective Telephone Voice Expressive Enunciate Engage Energize Being Yourself and Sounding Your Best (III)

15 Session Three: Verbal Communication Techniques Take One A Service Image (I) Service ProviderRobertsnanlewisnwehaveyerwinsheeldhullo. CallerUh, hello, is this the windshield shop? Service ProviderYathisizrobertsnanlewisnwehaveyerwinsheeldhowcanihelpyou? CallerI have an appointment Saturday to replace my windshield. Service ProviderUhuh. CallerI need to confirm the time. I cannot remember the time. Service ProviderJustasecanilltranseryoutosomeoneelz.

16 Session Three: Verbal Communication Techniques Take Two A Service Image (II) Service ProviderRobertson and Lewis. We have your windshield. How can I help you? CallerI have an appointment on Saturday, but I cannot remember the time. Service ProviderLet me pull up your record, sir. Can you please give me your telephone number?

17 Session Three: Verbal Communication Techniques A Service Image (III) The GoodThe GreatThe Not to Mention (Awful) Local car dealership when paging their staff: clear voice, but always noisy when they hang up the handset or microphone. Clients in the showroom hear a very noisy clunk and bang. WestJet Airlines calls people by name clearly and often with humor. If a passenger is late to board, they might say, “Paging Mr. Green! If you want to get to Toronto today you’d better hurry. Your plane is boarded and you’re the only one not on it!” The local dentist office where they answer the phone with, “DrGreenesofficepleezhol,” and click the hold button before you can make a sound.

18 Session Four: Who are Your Customers? Who Are Our Customers? Internal customers are the people, departments, or agencies served by what we do. External customers are the people, departments, or tenants who are the end users of our organization’s products or services. Define the Customer and Client (I)

19 Session Four: Who are Your Customers? Some organizations refer to the external customer as a client, particularly if you have an ongoing relationship with them. All the people we work with are our customers and deserve VIP treatment. Define the Customer and Client (II)

20 Session Four: Who are Your Customers? What do people want? They want to be understood. They want to feel welcome. They want to feel important. They want to feel comfortable. Define the Customer and Client (III)

21 Session Four: Who are Your Customers? Customers’ basic needs are pretty straightforward. Give five examples of how you can meet your customers’ needs when they call you or you call them. Define the Customer and Client (IV)

22 Session Four: Who are Your Customers? 80% of our customers are reliable, honest, and do good business with us. 20% of customers can be challenging, Can we make the demanding 20% as easy to get along with as the 80%? No. About Relationships (I)

23 Session Four: Who are Your Customers? A call center customer is someone that you have probably never dealt with before and will quite likely never service again. Clients are also people who expect and receive a direct, immediate, and efficient response. Clients are people that you must get to know and with whom you must have a relationship. About Relationships (II)

24 Session Four: Who are Your Customers? Determine whether you are servicing: A customer (get their needs met quickly and satisfactorily) Or a client (get their needs met quickly and satisfactorily while developing this relationship). About Relationships (III)

25 Session Five: To Serve and Delight One of the easy mistakes to slip into is to adjust your speech to what other people might expect. Customers may not remember exactly what you say, but they will remember the service they receive. When you talk with someone on the phone, you are the company. Never EVER speak badly of the company or any of your colleagues. What You Say and What it Means (I)

26 Session Five: To Serve and Delight When you call to speak to someone in a call center (ordering from a catalog, for example, or to book a vacation), what positive things do you recall? If you call to file a complaint, what positive things get you through the call? Can you think of an example of poor telephone service? How does it influence your thoughts about that company? What You Say and What it Means (II)

27 Session Five: To Serve and Delight No problem. Is that it? That’s just not possible. Oh, those guys in shipping are a waste of space! You should have called me yesterday. Aren’t you the guy that never gets off the phone? You have to… That’s not my job. I dunno. Honey, sweetheart, or love Swear word What You Say and What it Means (III)

28 Session Six: Did You Hear Me? Listening is not the same as hearing. Hearing is physical. Listening is more of an attitude. Passive listening means looking or seeming like you are listening without giving the speaker your full attention. Active listening means that you are giving the speaker your full attention. Listening Skills (I)

29 Session Six: Did You Hear Me? Clear your desk so that you have only the things nearby that help you to provide service to your callers. Have forms, notepads, pens, and any technical materials nearby. Sit up straight at your desk (or stand straight) to allow you to breathe and operate efficiently. Listen for sounds nearby and reduce them when possible. Listening Skills (II)

30 Do Be polite. Listen for cues. Let them have their say. Don’t Interrupt. Give in to your biases. Mix fact with feeling. Session Six: Did You Hear Me? Listening Skills (III)

31 Session Six: Did You Hear Me? Quiz Statements My mind wanders when I talk with people on the phone. I know what people are going to say, so I interrupt them or finish their sentences. I tend to look around the room or check my watch when people speak to me. I am planning what to say next while the other person is still talking. I tend to organize my desk or read unrelated things if someone is talking too slowly or taking too long to explain something. My customers, co-workers, spouse, or friends tell me that I am not listening. I cannot remember details of a conversation long after it takes place. The Mission: To Listen (I)

32 Session Six: Did You Hear Me? Quiz Scoring The Mission: To Listen (II)

33 Session Seven: Asking the Right Questions The CCA’s ability to ask the right question at the right time is as important as being a good listener. Closed questions can be answered by either yes or no, or with a specific piece of data Open questions often begin with a variation of the five W’s (who, what, when, where, why), or can ask “how.” Open Questions vs. Closed Questions (I)

34 Session Seven: Asking the Right Questions Questions are used to: Get information Focus conversations Solicit opinions Gain consensus Remember: The unintentional use of a closed question can often be overcome by following it with a simple open question. Open Questions vs. Closed Questions (II)

35 Session Seven: Asking the Right Questions Verbal Probes “Tell me more about that.” “That’s interesting. Tell me more.” “Really?” “Why?” “Can you give me a specific example of what you mean?” Probing Techniques (I)

36 Session Seven: Asking the Right Questions Nonverbal Probes Raising the eyebrows as if you are surprised Nodding Frowning Pursing the lips Probing Techniques (II)

37 Session Seven: Asking the Right Questions Probing Techniques 1.Ask an open question. 2.Pause. 3.Ask reflective or mirroring questions. 4.Paraphrase. 5.Use summary questions. Probing Techniques (III)

38 Session Eight: Saying No It is not possible to give everyone everything that they ask for. Sometimes the kindest thing we can do is say no. Part of serving includes honesty and integrity, which means that we cannot always say yes. When We Say “No” (I)

39 Session Eight: Saying No Partners can be creative and work together to solve problems. Make it a positive experience. Put the no between two positive statements. Working on things that you say no to can be a good way for a company to make positive change. When We Say “No” (II)

40 Session Eight: Saying No The item that the customer is ordering, and needs urgently, has been recalled. You have to say no to the customer's request for a special bonus. The supplier has not delivered to you on time and, as a result, you cannot meet your delivery commitments on time. You have to tell a client that the price has changed due to a sharp increase in manufacturing costs. You have to tell a customer that, due to the company’s commitment to reduce their carbon footprint, you can no longer ship materials to him. Delivering Bad News

41 Session Nine: Sales by Phone Even if you do not directly sell over the phone, you are still selling something. You are in a role where you share information and, perhaps, the virtues of your company with a caller. These factors are all related to selling. Benefits of Telemarketing (I)

42 Session Nine: Sales by Phone Telemarketing, or selling by the phone, has developed a very negative aura. However, there are benefits to selling by phone. It is important that you depersonalize from the outcome. No one has a 100% closure rate. Benefits of Telemarketing (II)

43 Session Nine: Sales by Phone Guidelines for Remembering Names Concentrate! Repeat the name out loud right after you hear it. Get some kind of visual reference. Group associate. Write the name down as soon as you can. Pay attention. After a phone call, note anything important, such as, “Son’s birthday tomorrow.” Rapport Building

44 Session Ten: Taking Messages Call centers are not simple places with simple technologies. Once the phone call is complete (and sometimes before it is finished), the CCA may be busy recording a message for someone else to act on. Pen in Hand (I)

45 Session Ten: Taking Messages Each message needs to be complete. Make sure the message gets to the correct person. Provide the person with a deadline when you will follow up if that is appropriate. Don’t be cryptic. Sending notes by e-mail, rather than in writing, provides you with a way to track that a note has been received, opened, and acted on. Pen in Hand (II)

46 Session Ten: Taking Messages CCAs need to have the authority to do as much as possible within their roles. If CCAs are problem solvers, sales people, and company ambassadors, make sure they have the ability to fully act within those roles. CCAs without authority can drive a sales or marketing team to distraction if they are unable to resolve basic issues. Effective Messages

47 Session Eleven: Staying Out of Voice Mail Jail Each message needs to be short and complete. Make sure the message gets to the correct person. Provide people with a deadline for when you will follow up if that is appropriate. Don’t be cryptic. Leave your telephone number twice within the message. Voice Mail Etiquette (I)

48 Session Eleven: Staying Out of Voice Mail Jail Voice Mail Etiquette (II) Returning call 222-2212 Computer repair Mr. Carter

49 Session Twelve: Closing Down the Voice (I) Hyoid Limbering 1.Close your mouth; keep your jaw relaxed. 2.Lower your chin toward your chest. 3.Use your fingertips to gently push the hyoid muscles upward. Do not rub them or massage them from side to side. 4.Stretch the area from directly under your chin to the end of your jawbone close to your ear.

50 Session Twelve: Closing Down the Voice (II) Hum 1.Inhale, taking in your usual amount of air. 2.Exhale slowly, saying the word “hum” at your normal volume. 3.Exhale evenly to maintain the volume and quality of the hum. 4.Take note of any extra notes with your hum – such as a flutter sound – if you relax the tension or lose control as you exhale. 5.Repeat the humming and be sure to keep the extra notes out of your voice.

51 Session Twelve: Closing Down the Voice (III) Sighing 1.Inhale, taking in your usual amount of air. 2.Exhale slowly, sighing softly with the sound of the word “sigh” stretched out as “s-i-g-h.” 3.Keep the volume level the same as you exhale, and then make it softer and softer as you exhale.

52 Session Twelve: Closing Down the Voice (IV) The Diaphragmatic Breath 1.Stand in front of a mirror or a partner so that you can see or get feedback on what you are doing. 2.Place your fingers lightly on your diaphragm, just beneath your rib cage above your waistband. Feel the movement as you breathe. 3.Inhale slowly through your nose or mouth, directing the air to your diaphragm. You will feel the diaphragm move forward; your shoulders and upper chest should not move at all. 4.Hold the inhaled air for three seconds. 5.Exhale slowly, counting to twenty by saying “one one thousand, two one thousand, three one thousand…” until you reach “twenty one thousand.” 6.Stop when your exhale becomes a strain. 7.If this is the first time you’ve tried this exercise, you probably won’t reach twenty in one breath. Repeat the exercise three times a day until you can reach twenty comfortably.

53 Agenda: Day Two 8:30-8:45Reconnect: This is Me! 8:45-9:15Session Thirteen: Cold and Warm Calls 9:15-9:45Session Fourteen: Developing a Script 9:45-10:30Session Fifteen: Perfecting the Script 10:30-11:15Session Sixteen: Going Above and Beyond 11:15-11:45Session Seventeen: Handling Objections 11:45-12:00Morning Wrap-Up 12:00-1:00Lunch 1:00-1:15Energizer: Hot Potato 1:15-1:45Session Eighteen: Closing the Sale 1:45-2:15Session Nineteen: Feelings 2:15-2:30Break 2:30-3:00Session Twenty: Changes in the Customer 3:00-3:30Session Twenty-One: Negotiation Techniques 3:30-4:15Session Twenty-Two: It’s More Than Just a Phase 4:15-4:30Day Two Wrap-Up

54 Session Thirteen: Cold and Warm Calls Prospecting by telephone is the telephone sales person’s primary method of finding new contacts. If you make as few as six calls a day that result in someone picking up the phone, you can make a significant difference in your total income picture. You also take control of the front end of your own sales cycle. The Cold Call (I)

55 Session Thirteen: Cold and Warm Calls A lot of sales people are plagued by call reluctance. Write, “Don’t worry about it, just do it” on the front of your planner. Have your list of prospective clients in front of you so you can begin at the beginning and work down through the list. The Cold Call (II)

56 Session Thirteen: Cold and Warm Calls Create a comfortable call center that works well for you. Make your notes immediately after the phone call, including any follow-up required. Reward yourself after making a certain number of phone calls. The Cold Call (III)

57 Session Thirteen: Cold and Warm Calls Connecting with Decision-Makers Make calls at times when support staff are normally not at work. Try the answer/ask strategy. Always treat people right. Take advantage of voice mail. The Cold Call (IV)

58 Session Thirteen: Cold and Warm Calls Creative Openers “I don’t want any money.” “These five minutes could make a difference in your bottom line.” “Help me solve a mystery.” “I learned something really interesting about your business the other day.” The Cold Call (V)

59 Session Thirteen: Cold and Warm Calls Tips for Warming up Cold Calls Send a preliminary mailing. If somebody has referred you to this person, you can use that referral to warm up a call. The Warm Call (I)

60 Session Thirteen: Cold and Warm Calls How would you handle these responses from a prospect? “I’m not sure what I think about that idea.” “You know what I’m trying to say.” “I expected more than this.” “I don’t think I can make a decision today.” The Warm Call (II)

61 Session Fourteen: Developing a Script Elements of Cold Calls An attention statement. An identification statement. A people-respond-in-kind attitude. A “reason for this call” statement. A request for a sale. Your response to objections. Scripting Techniques

62 Session Fourteen: Developing a Script Attention Statement Hello, Ms. Jones. Identification Statement This is Tom Taylor from Acme Company here in San Francisco. Sample Script (I)

63 Session Fourteen: Developing a Script Reason For the Call Statement The reason I'm calling is that we've just put together an exciting, customized software design package for United Consumer Products that allowed them to decrease their average time to market by 17%. It seemed to me that you might be interested in taking a look at maximizing efficiency in your design work, too. Sample Script (II)

64 Session Fourteen: Developing a Script Request the Sale I'd like to get together so we could take a look at your organization's product design work and tell you about the success we've had with United Consumer Products. Is Monday at 1 p.m. good? Sample Script (III)

65 Session Fourteen: Developing a Script Assume the prospect offers an objection. Objection Response (Ledge) Statement Can I tell you something? That's exactly what the people at United Consumer Products told us when we first approached them about taking a look at a new software program. I'm just curious, what kind of design system are you using right now? Sample Script (IV)

66 Session Fourteen: Developing a Script Assume the prospect responds. Second Request for Sale You know, I have to tell you, Ms. Jones, from what I've been able to learn about your company, I really think we'd both have something to gain from trying this solution. You are not obligated to sign up beyond the thirty-day trial period, and our customer service staff are here to help you any time you have questions. Sample Script (V)

67 Session Fifteen: Perfecting the Script The script really works! Give it a try for a fair amount of time. Set a target based on your own numbers and objectives. Practice the whole script from beginning to end. Stick to the script. Making the Script Yours (I)

68 Session Fifteen: Perfecting the Script Making the Script Yours (II) Referral Script Attention StatementHello, Mr. Jenkins. Identification StatementThis is Barb Miller from Zap Computer Company here in San Francisco. Reason For the Call Statement The reason I’m calling is that I’ve just spoken to Carl Hood, and he suggested that you and I talk about your upcoming computer system purchase. I’d like to get together with you to see how what we offer might fit into your plans. Is Monday at 1:30 p.m. good for you? Prospect offers an objection. Response to ObjectionCan I tell you something? That is exactly what the people at ABC Company said when we first approached them about taking a look at a new computer system. I’m just curious, what kind of system are you using right now? Prospect responds with a restatement of the objection and/or some new information. Second Response to Objection/Request for Sale You know, I have to tell you Mr. Jenkins, from what I’ve been able to gather about your company, I really think we can help you improve your (insert the improvement). I can set you up with a thirty-day free trial if you are interested, so you have nothing to lose. Would you like me to send you some information (or an Internet link) about the product so that you can have a closer look?

69 Session Fifteen: Perfecting the Script Making the Script Yours (III) Telemarketing Script Attention StatementHello, Ms. Haines. Identification StatementThis is Dave Stephens from Broadside Magazine here in New York. Reason For the Call Statement and Request for Appointment The reason I’m calling is that we have been able to deliver some great results for companies such as yours. Triple Diamond Cheeses had a 25% increase in their orders after a three-month advertising campaign in our magazine. I’d like to schedule a time where we could talk in detail about your advertising needs over the next six months. Is Friday at 1:30 p.m. a good time to call, or would you rather talk now? Prospect offers an objection. Response to Objection and Second Request Can I tell you something? That’s exactly what the people at Triple D told us before they had a chance to talk with me about the programs we’re offering. I’d like to schedule a time when we can talk in detail about your advertising needs for the next six months. Prospect responds with a restatement of the objection and/or some new information. Third Request for Appointment You know, I have to tell you Mr. Jenkins, from what I’ve been able to gather about your company, I really think we can help you improve your (insert the improvement). I can set you up with a thirty-day free trial if you are interested, so you have nothing to lose. Would you like me to send you some information (or an Internet link) about the product so that you can have a closer look?

70 Session Fifteen: Perfecting the Script Tips and Tricks Record yourself in an imaginary call. Practice with a partner. Listen to the tone of your voice as you practice. Do you sound confident and professional? If you don’t, practice until you do. Are you following your script? Once you become comfortable with your script, try to practice a few imaginary calls each day. Making the Script Yours (IV)

71 Session Fifteen: Perfecting the Script Call centers often measure your productivity in terms of how many calls you successfully resolve. It’s important that you know what you are doing and that you do it effectively. It makes sense for you to compile a list or series of frequently asked questions. Using Cheat Sheets

72 Session Sixteen: Going Above and Beyond 1.Never stop learning. 2.Stay positive. 3.Take time off to recharge your batteries. 4.Stay in control of your emotions. 5.Set your call and service/selling quota. 6.Stay committed. 7.Stick to the system. 8.Watch your language, appearance, and behavior. Fifteen Techniques for CCA Success (I)

73 Session Sixteen: Going Above and Beyond 9.Get organized. 10.Cultivate relationships. 11.Become the number one communicator in your office. 12.Increase your personal association with top performers. 13.Know the nuts and bolts of the business. 14.Improve your attitude about yourself, your company, and its products. 15.Ask yourself, “Is this what I want?” Fifteen Techniques for CCA Success (II)

74 Session Sixteen: Going Above and Beyond Customize Your Service JJump to it; when they phone, I am here! AAttitude is my most important attribute. Be positive! SService means that I serve, and I do it well. OTake one day at a time. NNice is okay, but being well prepared and focused is my motto.

75 Session Seventeen: Handling Objections Objections come in different forms. The ability to master them can accelerate your success. Objections are not personal. I Object! (I)

76 Session Seventeen: Handling Objections When you are prepared and know your products and services, responding to objections is another way for you to reinforce the value of what you offer. An objection is a a way to buy time so that they can gather additional information, ask questions, and make an informed decision. I Object! (II)

77 Session Eighteen: Closing the Sale If we frame our calls with the idea that we are developing or nurturing relationships, a well- structured close should include a question. Some questions are polite, but can get tired. The Closing Phrase

78 Session Eighteen: Closing the Sale Have I answered all your questions today? What else can I do for you today? How else can I be of service? Was there anything else that you were hoping for? Was there anything else that prompted your call today? Do you have any other questions that I can answer for you? Debrief

79 Session Nineteen: Feelings Empathy: noun, identification with or vicarious experience of the feelings, thoughts, or attitudes of another person. To demonstrate empathy, you might use the following phrases: I understand that… I am sorry… I can appreciate… Feels Like a Winner!

80 Session Twenty: Changes in the Customer Customers have changed in the past 20 years. The CCA understands changes to customer interactions. When something goes wrong, customers want someone to fix it today. People did not always expect such care. The Changing Customer (I)

81 Session Twenty: Changes in the Customer Does this mean that CCAs are constantly bombarded by complaint calls? How do savvy CCAs deal with all this negativity and complaining without pulling their hair out? They perform their jobs by offering service that is extraordinary. The Changing Customer (II)

82 Session Twenty: Changes in the Customer Where do these expectations come from? We live in an era where instant gratification is normal. We get great service from some companies, so we expect it from everyone. We pay a lot of insurance, warranty costs, or high purchase prices and think we deserve it. We do not fix things; we expect them new, working, and convenient. The Changing Customer (III)

83 Session Twenty: Changes in the Customer What our customers really want and demand is respect. They want service. What the Customer Wants (I)

84 Session Twenty: Changes in the Customer This means that you may be required to: Solve technical issues. Answer questions. Sell products and services. Up-sell products and services. Send alarm responders. What the Customer Wants (II)

85 Session Twenty: Changes in the Customer Of the functions that CCAs are responsible for, the toughest for people to come to terms with are selling and up-selling. Up-selling is the technique where the CCA points out the benefits of additional items or recommends a different product. What the Customer Wants (III)

86 Session Twenty-One: Negotiation Techniques Negotiation means coming to agreement on certain terms. Bartering does not always include the same process as negotiation. Three very effective ways to learn how to negotiate include taking courses, learning methodology that reflects accepted best practices, and mentoring. Mastering Negotiation Skills (I)

87 Session Twenty-One: Negotiation Techniques Negotiating used to be about win/lose and whoever got what they wanted was the winner. This is no longer the case. We understand that negotiating is about finding the best solution that continues or strengthens a relationship. Mastering Negotiation Skills (II)

88 Session Twenty-One: Negotiation Techniques Key Skills for Success Allowing for creative flexibility Preparation The rule of value Understanding negotiating styles (collaborative/cooperative/competitive) Mastering Negotiation Skills (III)

89 Session Twenty-One: Negotiation Techniques Effectiveness is an important element of style. Someone who is competitive but not very effective would be inclined to intimidate or bluff their way through a negotiation because they are not well prepared. This can lead to a breakdown in negotiation. Practicing Negotiation (I)

90 Session Twenty-One: Negotiation Techniques Think of the last time you negotiated something you wanted to purchase. Briefly describe the situation. – Were you cooperative or competitive? – How effective was your approach? – Were you satisfied with the outcome? Was your partner? – What would you do differently next time? Practicing Negotiation (II)

91 Session Twenty-Two: It’s More Than Just a Phase Phases of Negotiation

92 Session Twenty-Two: It’s More Than Just a Phase Argue based on principle instead of positions Arguing chips away at relationships The softer side Principled negotiation works Focus on the problem, not the people Negotiators are people first Negotiation Made Easier

93 Agenda: Day Three 8:30-8:45Reconnect: Clearing the Board 8:45-9:30Session Twenty-Three: High Impact Moments 9:30-10:45Session Twenty-Four: Tips for Challenging Callers 10:45-11:15Session Twenty-Five: Dealing with Difficult Customers 11:15-11:45Session Twenty-Six: Phone Tag and Getting the Call Back 11:45-12:00Morning Wrap-Up 12:00-1:00Lunch 1:00-1:15Energizer: A Look Back 1:15-1:45Session Twenty-Seven: This is My Mentor 1:45-2:15Session Twenty-Eight: Stress Busting 2:15-2:30Break 2:30-3:00Session Twenty-Nine: News from Within 3:00-4:00Session Thirty: Wrapping Up 4:00-4:15Session Thirty-One: Close with Vocals 4:15-4:30Workshop Wrap-Up

94 Session Twenty-Three: High Impact Moments When you consider the essence of customer service, it’s important to have a solid skill set to draw from. You want to do a good job, and you have to maintain the integrity of the company that you represent. That first phone call, or the first customer that stops by, can be the ideal chance to make a lasting, positive impression. Make It Count (I)

95 Session Twenty-Three: High Impact Moments What are some examples of these first encounters? What actions would you take to serve these customers? Make It Count (II)

96 Session Twenty-Three: High Impact Moments Example: Answering a phone call + Greeting the caller professionally Ensure that the headset is connected and securely placed on the head. When the line buzzes, press the button, and greet the person professionally. Pause as appropriate. Answer their questions thoroughly. Go the extra mile. Thank them sincerely, and then sign off. Creating Case Studies

97 Session Twenty-Four: Tips for Challenging Callers When you are at work in a busy call center, every second counts. Conversation management, therefore, is a valuable skill that you can learn. To avoid losing valuable time, a conversation with a talkative customer must be managed. Tips and Tricks (I)

98 Session Twenty-Four: Tips for Challenging Callers The three most effective methods of managing talkative callers: Use closed questions and summary questions. Use pauses and silence. Keep your responses minimal. Tips and Tricks (II)

99 Session Twenty-Four: Tips for Challenging Callers Abrupt Abusive Angry Arrogant Bully/Bossy Closed-Minded Caller Behaviors

100 Session Twenty-Four: Tips for Challenging Callers Up the Mountain

101 Session Twenty-Five: Dealing with Difficult Customers Meet the difficult behavior head-on. Stay calm and objective. Be upfront. Make it a two-way conversation. Put yourself in their place. Avoid getting defensive. Be flexible. Be tolerant. Dealing with Problems

102 Session Twenty-Five: Dealing with Difficult Customers Standard Response “(Insert name here), I realize that you are upset and I would like to help you. I am not in the habit of speaking in that fashion and I do not speak with people who use that kind of language. How about we move on from that and deal with the real problem here?” Dealing with Vulgarity (I)

103 Session Twenty-Five: Dealing with Difficult Customers Apply Some Heat “Excuse me Mr. ________, but could you please repeat that last sentence. I have to take notes and I got a little behind.” Usually, the customer will pause and then repeat the sentence without swearing; often, the situation will become much more civil.” Dealing with Vulgarity (II)

104 Session Twenty-Five: Dealing with Difficult Customers If the customer insists on swearing, ask if they would like to speak to your supervisor. Violence is a real issue. You are not required to hear nor tolerate threats to your personal safety. Dealing with Vulgarity (III)

105 Session Twenty-Six: Phone Tag and Getting the Call Back We should be keeping track of who we have called and how often we have called them. Four strategies can help us make our message more effective: – The Referral – The Third-Party Message – The Warm Cold Caller – The Straight-Ahead Pitch Phone Tag

106 Session Twenty-Six: Phone Tag and Getting the Call Back Record any notes and update the contact’s information on your database. Record the date of your appointment and directions (if required). Be prepared to fulfill any commitments made to the contact during your call. Successful sales and service people understand the power in working a warm prospect, and providing prompt and efficient follow up. Following Up

107 Session Twenty-Seven: This is My Mentor If you were Roger’s sales manager, what advice would you give him? We must always be prospecting for new business. Prospecting isn’t a chore to be put off until the last minute. It is the moving force behind the sales cycle. Prospecting needs to be planned. Debrief

108 Session Twenty-Eight: Stress Busting A great way to handle stress is to manage your own life and time effectively. Many call centers are set up to make maximum use of space, are brightly lit, and noisy. This environment can add stress to your day. How do you manage and keep on top of stress? Managing Your Day (I)

109 Session Twenty-Eight: Stress Busting Manage the things that we can manage: Our behavior Our reactions Our schedules Eating nutritiously Exercise Our own learning Managing Your Day (II)

110 Session Twenty-Eight: Stress Busting Things that we have less influence over should have less influence over us, such as: Corporate goals The economy Layoffs Untrained staff Equipment changes Size and scope of our workspace Shift in work priorities Managing Your Day (III)

111 Session Twenty-Nine: News from Within Poor training Lack of structure Inconsistency on how to handle difficult calls/customers Distractions from co-workers Presenteeism Management Reports

112 Session Twenty-Nine: News from Within You were asked to outline some different call center configurations. Take the next 15 minutes to discuss your findings within your groups. Pre-Assignment Review

113 Session Twenty-Nine: News from Within Think of one internal customer that you want to thrill next week at work. Ask each trusted advisor for advice on how to thrill your internal customer. Trusted advisors should be as creative as they can and offer lots of ideas, no matter how crazy they seem. CCA Reports

114 Session Thirty: Wrapping Up Review each session within the entire workshop. Create questions about the ten most important factors overall. It’s a Wrap – Just About!

115 Session Thirty: Wrapping Up Form a team of four to five people. Create a quiz with ten questions. Questions and Answers

116 Session Thirty: Wrapping Up “As a reflection of what I learned about call center sales and customer service, I will take responsibility for the following items…” 1. 2. 3. Debrief

117 Session Thirty-One: Close with Vocals (I) Hyoid Limbering 1.Close your mouth; keep your jaw relaxed. 2.Lower your chin toward your chest. 3.Use your fingertips to gently push the hyoid muscles upward. Do not rub them or massage them from side to side. 4.Stretch the area from directly under your chin to the end of your jawbone close to your ear.

118 Session Thirty-One: Close with Vocals (II) Hum 1.Inhale, taking in your usual amount of air. 2.Exhale slowly, saying the word “hum” at your normal volume. 3.Exhale evenly to maintain the volume and quality of the hum. 4.Take note of any extra notes with your hum – such as a flutter sound – if you relax the tension or lose control as you exhale. 5.Repeat the humming and be sure to keep the extra notes out of your voice.

119 Session Thirty-One: Close with Vocals (III) Sighing 1.Inhale, taking in your usual amount of air. 2.Exhale slowly, sighing softly with the sound of the word “sigh” stretched out as “s-i-g-h.” 3.Keep the volume level the same as you exhale, and then make it softer and softer as you exhale.

120 Session Thirty-One: Close with Vocals (IV) The Diaphragmatic Breath 1.Stand in front of a mirror or a partner so that you can see or get feedback on what you are doing. 2.Place your fingers lightly on your diaphragm, just beneath your rib cage above your waistband. Feel the movement as you breathe. 3.Inhale slowly through your nose or mouth, directing the air to your diaphragm. You will feel the diaphragm move forward; your shoulders and upper chest should not move at all. 4.Hold the inhaled air for three seconds. 5.Exhale slowly, counting to twenty by saying “one one thousand, two one thousand, three one thousand…” until you reach “twenty one thousand.” 6.Stop when your exhale becomes a strain. 7.If this is the first time you’ve tried this exercise, you probably won’t reach twenty in one breath. Repeat the exercise three times a day until you can reach twenty comfortably.


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