Communication Skills for Customer Care

Business Communication Skills : Business Communication Skills Guidelines for effective communication with clients and customers Presented by Abhishek Gupta Human Resource, CMC Eastern Region

Customer Relationship Management : Customer Relationship Management Why CRM?

Goal : Goal Create many points of interaction between company and customer Minimize cost of these interactions Gather as much information about the customer as possible Provide information to anyone in the company who can use it

Point of interactions : Point of interactions Telephone E-mail

Telephone : Telephone Non verbal elements in telephonic conversation Activity

Non verbal elements : Non verbal elements Put a smile in your voice

Non verbal elements : Non verbal elements React like it is your best friend on the phone

Non verbal elements : Non verbal elements Start smiling before you answer the telephone

Non verbal elements : Non verbal elements Think of every call as a welcome break

Non verbal elements : Non verbal elements Sit up straight with both feet on the floor

Non verbal elements : Non verbal elements Don’t slouch

Non verbal elements : Non verbal elements Treat callers with respect

Non verbal elements : Non verbal elements Focus on what you can do

Non verbal elements : Non verbal elements Try to project a perky, positive and upbeat image Handout 2

Building trust : Building trust How do you build trust with customer over phone? Activity

Building trust… : Building trust… Start from the beginning… answer the telephone promptly and use pleasant greeting

Building trust… : Building trust… Stay clam

Building trust… : Building trust… Allow customer to release pent-up heat

Building trust… : Building trust… Empathize with customer’s emotion

Building trust… : Building trust… Avoid using “trigger” words and phrases

Empathize : Empathize Examples “That must have been annoying, Mr. Sen” “I certainly understand the problem and we will definitely resolve it for you”

Trigger Phrases : Trigger Phrases Trigger “I am sorry but this cannot be done…” Alternative “What we can do instead is…”

Slide 23 : Trigger Phrases Trigger “I don’t know…” Alternative “What we can do instead is…”

Slide 24 : Trigger Phrases Trigger “It is our company policy…” Alternative “That is a tough one. Let’s see what we can do about it…”

E-mail : E-mail E-mail etiquette E-mail style and form

E-mail etiquette : E-mail etiquette Activity 1 Use proper case Review and spell check Include original message in the reply Ask for permission to send large attachments

Style & Form : Style & Form Activity 2 Content Tone Validity Using mail clients Handout