1. Day 3

2. 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

3. 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

4. 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

5. CALL TAKING STEPS
Opening
Issue
Diagnosis
Resolution
Closing 5 5

6. First Impression is the last impression6
STEP 1
OPENING
Opening is where we welcome the caller and identify them as our customer.
First Impression is the last impression 6 6

7. 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

8. 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

9. 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

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

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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. HOLD, MUTE & TRANSFER 19 19

20. 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

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

22. 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

23. 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

24. 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

25. 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

26. 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

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

28. 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

29. 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

30. 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

31. 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

32. 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

33. 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

34. Thank You