Can I Sign Idaho Banking PDF

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[Music] we're taking call center is so you just have to know how this highly unusual welcome back to my channel this is Freya once again and you're still watching call center ninja I can't real story some tips to begin and join survive you our call center lifestyle so if you're new here please consider subscribing just click the red subscribe button down below and don't forget to tap the bell for notifications so as I've mentioned in this video we're going to talk about calm handling tips now although I mentioned is that this is for customer service a lot of these tips can also be applied to other industries but I'm just going to focus on customer service because this is what I have personally experienced I just want to tell you something maybe a lot of people will say that working in a call center is easy because it just need to speak English well not because even if you have the best English in town but if you don't know how to handle a call or you do not follow the procedures and you do not even know how to begin your call then you will have a hard time when taking calls also if it's really easy to work in a call center and then probably customers will not be hiring anymore because people will just stay they won't have any problem but that's not actually what's happening call centers and a lot of class centers are always hiring because the truth is closer agents come and go in this video I'm also going to share a few customer service examples but I just want to stress that these examples are common examples but are not necessarily applicable to you if you are already taking calls what I mean that these examples may not exist in your account so I always say that you always have to follow first what your account your trainer will teach you this is just the basic or the standard called handling tips and techniques that I am going to share with you and I believe these are very very helpful so in this villa let's start tip number one is to get your basics straight of course you have to start strong and by strong I don't actually mean like like that strong what I mean is that you have to start with impact because you don't always make a good first impression and remember that when you are speaking with your customer you are representing your company you're representing your client so if I receive a call and my name is Raya I am NOT just RIA I am also representing call center ninja for example so if you are taking calls and you're representing Bank of ABC then you are representing the entire Bank so it's very important to get your basics straight so what they need to do to get the basics straight you will have to follow what your company your client requires from you when it comes to opening the call and greeting your customer at the beginning of the call you have to introduce yourself it depends if you need to introduce your first name and your last name or just your first name some companies and accounts also have nicknames for their agents so it really depends and then you have to address your customer by their name I think that this is being followed by a lot of accounts for most accounts actually because there is always and there's always that good impression if you address the customer by name so it depends again on your company if they want you to address the customer using the first name or you have to use mr. or miss so you have to also take note of that remember that this is not a face-to-face interaction so it is all the more important to make a good first impression and do not forget to smile and be a beat me lightly the energetic but you have to tone it down in a way that you don't scare your customer because you're overly energetic or you're overly of beat so you know just enough energy because you need that energy to last the entire day you wouldn't want to lose that energy on your fifth call because I've seen so many agents who keep their energy at very high level at the beginning of the call and then lose all the energy they get or they have in the middle of the shift which is not a good start of your day so I'm going to give you an example for example I am the representative and I have a customer on the line and just pretend that I have a headset on me welcome to yes ninja my name is Tinkerbell and I'm happy to help named Katy Perry hi I'm good but I'm a little frustrated tip number two is to consider feelings first before facts remember that you are speaking with a human being you're not speaking with a robot and although you mean business you still have to put your customer as the center or at the center of the conversation I am sure that at one point in your life you were also a customer perhaps you're a customer every day of your life so put yourself on the customers shoes if you are the customer how will you feel and always remember a our that's our ei Raya that's this value of my name so AER or you have to start with acknowledgement and then empathy and then reassurance and it's also important that when you provide acknowledgement and bethey and reassurance you are tightly with your responses because nobody wants to respond or to hear a response after two minutes of saying the concern say if the customer says I was just laid off on my job and then it's taking you five minutes to respond of course I'm exaggerating so let's just say it's taking you a few seconds to respond then it's not a good impression your responses should be slightly know the difference between empathy and apology you empathize when you are not at fault but you feel for the customer you are trying to put yourself in the customers shoes understand how she might be feeling even though you haven't necessarily experienced yet what she has gone through you apologize when you or the company is at fault or when your customers concern is a direct result of the company's policy or procedure or when you yourself cost them state therefore you are taking accountability over it I'm calling because my flight got cancelled earlier so I'm just letting you know that I'm unable to check into your hotel today thank you I appreciate it I didn't want to call you for this I tried adjusting my bookings online can definitely help you largely in resolving the customers concern you can use a mix of open ended and closed ended questions so what are open-ended and closed ended questions open-ended questions or questions that allow your customer to elaborate and explain further you can get as much information as you need depending on the questions you ask you can use these questions when you want to know more about the issue or concern closed-ended questions or questions that allow your customer to give the recht to-the-point answers it's often referred to as the yes-or-no questions or answers but it's not really limited to those answers you can use these questions to clarify a point when you don't need explanation mrs. Perry I just need to write a couple of things for documentation here may I know what your flight was it was quite confusing because at first it was announced that the weather was not good but then after that they said the aircraft were supposed to use the in maintenance yes 9 to 14 yes please number four is be direct and concise so you would want to respect your customers sign as much as you'd want your time to be respected so what do you need to do here you have to avoid unnecessary chit chats that can make the call even longer than usual and you have to also make sure that you get to the root cause of the issue as soon as super souvent as possible now what customers call they usually have a week Paul the stated mean and the implied mean I also like to take a look at it that way there are customers who have stated needs meaning when they call they're very vocal about it and they tell you right away what they mean so you as your representative or as an agent already know and already have an idea of what to do and how to help the customer whereas if you if your customer has an implied mean your customer does not really tell you exactly what he or she wants to want you to do or wants you to accomplish that customer will just let you resolve the issue on your own based on the information that you will get from him or her the employee is much harder in a way that you really have to ask relevant questions as I mentioned on the previous tip but in this case it's also possible that that customer simply just this simply just does not know what to do or how to go about in the situation and that customer most likely trusts you to know what to do calling because my flight got canceled earlier so I'm just letting you know that I'm unable to check into your hotel today my flight got canceled I'm really frustrated because I cannot check into your hotel today I'm just wasting money here you know what next time I probably make sure everything's a hassle for you as customers right this is what I personally stayed in this kind of situation here's what I will do miss berry I'm going to check your hotel reservation and it just the dates to your preferred days may I know which days you prefer so see that direct concise complete and boom done that's it tip number five last but not the least is to stay professional but still personable you can be professional without being too stiff or being too too serious or formal you know you can just chill and loosen up a little bit because the customer doesn't want to speak with someone who sounds like the automated system a home actually this one story that one of my teammates told me before because he admitted that he really did talk like a robot or he was kind of robotic so when he opened the call the customer the customer asked him is this the automated system and so my teammate actually got pretty mad and upset because the customer thought that he was the automated system because of the way he talked it was very monotonous and it was over about a robotic probably he sounded like this thank you for calling ABC company my name is X how can I help you today but even automated systems are even friendlier than that or sound even friendlier than that so you can do better just stay professional and you know make the customer feel that you are there to help like you are a friend but still you are taking the customers concern seriously and remember to smile all the time I always say this because your customers might not see that you are smiling but your customers will hear it from your voice your customers will hear it if you are frowning or if you are not having a good day so this is like the combination of all the tips that I have mentioned don't be too feeling close like what I mentioned earlier you have to also consider the distance between you and the customer that you have a professional relationship and I say this a lot but please and thank you can go a long way can really go a long way so in short you know just be kind and don't be rude even though your customer is a difficult customer because you never know that customer just me having a bad day pretty much just like how you are in some days of your life welcome to yes ninja my name is sticker bull and I'm happy to help me having you Katy Perry I'm good but I'm a little frustrated calling because my flight got canceled earlier so I'm just letting you know that I'm unable to check into your hotel today thank you I appreciate it I didn't want to call you for this try adjusting my bookings online but it seems like it's not working first it was announced that the weather was not good but then after that they said the aircraft were supposed to use the new maintenance yes 9 to 14 you have thank you so much [Music] this session today if you like this video please like subscribe if you haven't yet leave comments below and I'll be glad to answer them and don't forget I have a videos every Wednesday and Fridays and I'll see you on my next video take care [Music]