Day 3

TAKE CHARGE OF THE CALL RATHER THAN BEING DRIVEN BY THE CALLER HOW TO TAKE A CALL TAKE CHARGE OF THE CALL RATHER THAN BEING DRIVEN BY THE CALLER 2 2

You are very important to your customers and your company The Customers entire impression of Dish TV will be based on the singular experience of how well you handle the call WHEN MOST PEOPLE CALL AN ORGANIZATION : WHO DO THEY NORMALLY DEAL WITH ? CEO MARKETING VP OFFICE MANAGER YOU You are very important to your customers and your company 3 3

experience of how well you handle the call WHAT’S THE CUSTOMERS IMPRESSION ? You : Warm & Friendly Customers Impression : Positive You : Bored & Unhelpful Customers Impression : Negative Customers entire impression of your organization will be based on the singular experience of how well you handle the call 4 4

CALL TAKING STEPS Opening Issue Diagnosis Resolution Closing 5 5

First Impression is the last impression 6 STEP 1 OPENING Opening is where we welcome the caller and identify them as our customer. First Impression is the last impression 6 6

Answer the call within 5 seconds OPENING TECHNIQUE 1 Greet the caller 2 Introduce yourself 3 Offer help 4 Verify details Answer the call within 5 seconds 7 7

SCRIPT – OPENING (ENG) If customer’s name does not appears on ZT: Good morning… This is XXXX how may I assist you? If customer’s name appears on ZT: Good morning… This is XXXX Am I speaking with Mr./ Ms. XXXXX (refer the name if appearing on the ZT) 8 8

SCRIPT – OPENING (HINDI) SCRIPT – OPENING (HINDI) If customer’s name appears on ZT: Namaskar… Mera naam ..XXXX ..hai, kya meri baat ….. XXXX ji se ho rahi hai? If customer’s name does not appear on ZT: Namaskar, Mei XXXX apki kis prakar se sahayta kar sakta hun. 9 9

QUALITY SHEET When answering the call Answer the call within 5 seconds Greet with SMILE Introduce YOURSELF Offer Help Verify Customer details 10 10

THINGS WHICH NEEDS TO TAKE CARE TONE Listening Empathy ROS 11 11

TONE The way you speak with the customer called, "TONE” Tone is important cause it shows your mood towards the call and generate belief in customer mind for customer service 12 12

TYPE OF TONE (a) INFORMING While giving information to customer, towards the end of the sentence, your tone should drop down e.g. “Super Family package ki keemat, 220 Rs. Hai”. “Apki switch off date- XXXXX hai”. “Movie Non Stop channel number- 254 par uplabhadh hai”. 13 13

TYPE OF TONE Do not be, ”MONOTONIC / ROBOTIC Type of Question we ask Questions whose Answers in detailing( complete DL Details) Questions whose Answers with YES or NO e.g. “Kya Aap T.V. ke samne hai”? “Kya Apne Payment Dealer Se Karwayi Thi”? For Those type of question answer could be only in “YES” or “NO”. End of the sentence TONE should be UP. e.g. Mujhe Apne Dealer Ki Details, Unka Naam, Contact number ya Receipt number Bata Dijiye”. For those type of Question answers will be subjective. End of the sentence TONE should be Down. Do not be, ”MONOTONIC / ROBOTIC 14 14

CASUAL APPROACH Body Language Habit Situation When putting more attention on nearby situation, announcement of update on floor Lying on chair Eating Using the phone or checking the phone in mid of conversation Head down on System Chit chat by near agent 15 15

Follow the customer ROI when it is constant/Slow RATE OF SPEECH Follow the customer ROI when it is constant/Slow HIGH RATE OF Speech Metro Cities customer speaks with High ROI so be Normal ROS Slow or Normal Rate of Use SLOW ROS with upcountry subscriber. 16 16

INTERRUPTION Interruption takes place when we put our concentration towards other things. Normally,” we do listen and then understand the subscriber concern”. BUT We interrupt the customer when,” we assume and understand the concern”. 17 17

IN APPROPRIATE VERBIAGE Stop using In Appropriate verbiage: e.g. System Hang hai, System Down, Aspect ZT, System Kaam nahi Kar Raha Hai, STOP using of Phrases: Batana Chahunga, Maafi chahunga Jankari Batane ke Liye Dhanyawad etc 18 18

HOLD, MUTE & TRANSFER 19 19

DO NOT USE MUTE WHERE HOLD REQUIRED 2020 What is Hold Procedure? WHY – To avoid dead air on call while we have to refer to our resources. HOW – place call on hold using hold option on aspect. When – duration of hold should not exceed more than 41 sec and 2 times on call. Where – All scenario where you need to consult escalation team, refer webserver check history etc which can be time consuming. DO NOT USE MUTE WHERE HOLD REQUIRED 20 20

Points to be remembered while Hold 2121 Points to be remembered while Hold 21 21

Hold Points to remember 2222 Hold Points to remember Before Hold Procedure-: “Do you know how to put your call on hold when a customer asks for some information & you want some time to search for it on the webserver”? Always use a script to put the subscriber on Hold. This is one of the trigger statement you must have to always use while keeping a call on hold "Sir, may I put your call on hold for few seconds so that I can check for the information" After Hold Procedure-: As soon as you finished searching the data & its time to reconnect with the customer you will have to say this obligatory sentence always without fail. "Thank you! for being on Hold“ And after that you will told him about the rest of his queries and continue with your call 22 22

Hold Script 2323 English Placing a call on Hold Regarding your concern, may I place your call on hold for few seconds? (Seek agreement) Extended Hold: Its taking more time to solve your query, may I again place your call on hold for few seconds? (Seek agreement) Unhold procedure: Thank you for being online Hindi Is wishay ki behtar jankari ke liye kya main aapki call kuch seconds ke liye hold par rakh sakta hoon? Aapki jankari ko check karne mei thoda aur samay lag raha hai, kya main aapki call kuch seconds ke liye dubara hold par rakh sakta hoon?    Unhold Procedure: Dhanyawad.  (Answer customer query) 23 23

Transfer Script  English Transferring a call For your concern I am transferring your call to the XXXX Department, please be on line. Hindi Transferring a call Apke concern ki jankari ke liye main apki call ko XXXX department me transfer kar raha/rahi hu.   24 24

LISTENING “ Easy listening is a style of music, not communication.” 2525 LISTENING “ Easy listening is a style of music, not communication.” - Harvey Mackay, Minneapolis Star Tribune Most communication experts agree that poor listening skills are the biggest contributors to poor communication. There are four basic types of listening. Which one do you think most people practice? 25 25 25

Four Types of Listening 2626 Four Types of Listening 1. INACTIVE LISTENING-: The definition of this is the old adage, “In one ear and out the other.” You hear the words, but your mind is wandering and no communication is taking place. 2. SELECTIVE LISTENING-: You hear only what you want to hear. You hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish. 3. ACTIVE LISTENING-: You listen closely to content and intent. What emotional meaning might the speaker be giving you? You try to block out barriers to listening. Most importantly, you are non-judgmental and empathetic. 4. REFLECTIVE LISTENING-: This is active listening when you also work to clarify what the speaker is saying and make sure there is mutual understanding. 26 26 26

2727 Active Listening is… “Active listening is a way of listening and responding to another person that improves mutual understanding” 27 27 27

Good listening habits 2828 Give full attention-: Help them speak-: The first habit of listening is to pay attention to the person who is speaking. Give them your full attention -- and visibly so. Attend not only with your ears but with your whole body. Turn to face them. Gaze intently at them. Help them speak-: Sometimes the speaker is having difficulty getting their point across. Maybe they are not that good at speaking or are seeking to explain a complex concept. You can help them and yourself by positive encouragement Asking positive is a generally good approach, both to test your own understanding and also to demonstrate interest. Manage your reactions-: Before you comment about what the other person has said, pause before you dive into a response. Think about what you would say and the effect that it would have. Consider if this is what you want to achieve. 28 28 28

Bad listening habits 2929 Common habits-: Bad listening is common, but is seldom really intended. The way that it effectively works is that we fall into the thoughtless repeating patterns of habits. Calling the subject uninteresting Criticizing the speaker &/or delivery Getting over-scripted Listening only for word what you want to listen not understand the assence Not taking notes or outlining everything Faking attention Tolerating or creating distractions Letting emotional words block the message Wasting the time difference between speed of speech and speed of thought 29 29 29

HOW TO BE A GOOD LISTENER 3030 HOW TO BE A GOOD LISTENER How to be a Good Listener ? ? H – Hear the message I - Interpret the Message E - Evaluate the message R - Respond to the message 30 30 30

C-SAT “Customer satisfaction is the key aim in customer care process. It is estimated that it costs five times as much to attract new customers as to retain an existing one”. C-SAT TOP- 2 Excellent & Very Good More than 65 for CCA & organisation Bottom 2 Poor & Fair Less than 7 for CCA & organisation 31 31

QUALITY SHEET FOR SOFY SKILLS Soft Skills Demonstrated CSR did not Got Impatient CSR did not Got Irritated CSR did not Provoked SR Pitch Not Found High Pitch of CSR 32 32

CLOSING Closing Script Points to be remembered -: 3333 Always say when customer got his resolution When there is no more query from customer after asked for further assistance. Closing Script English   Is there anything else I may assist you with? Thank you for calling Dish TV. Have a great day. Hindi Kya aap aur koi jaankari chahenge?/ Kya main apki koi aur sahayata kar sakta/sakti hoon. Dish TV mein call karne key liye dhanyawad.   33 33

Thank You