# data[].attributes.body
- Appreciate their patience
- Their loyalty
- Effort to troubleshoot/resolve the problem

# data[].attributes.headline
Stop drinking or chewing food or gum before taking a call

# data[].attributes.subject
Stop drinking or chewing food or gum before taking a call

# data[].attributes.body
Each of these sounds comes through to the caller on the other end of the line and they sound terrible and it's disrespectful as well.

# data[].attributes.body
Reflect on what has been said by paraphrasing.

Ask questions to clarify certain points.

Summarize the speaker's comments periodically.

Have a pen and paper ready for notes

Stay Focused

# data[].attributes.body
If you know who is calling from which department, and you are close to them, you can greet them by their names. It also makes your job easier as you can predict where the phone call is coming from or what is it about.

# data[].attributes.body
The caller might feel like you are wasting their time or you are just reading the greeting off somewhere.

# data[].attributes.body
"What I'm hearing is... ,"
"Sounds like you are saying... ,"
"What do you mean when you say... ."
"Is this what you mean?"

# data[].attributes.body
1. You should always have pen or pencil and small note books to write down message or notes.

2. Answer a telephone call within 3 rings.

3. If you receive an internal call then you should start with a greeting then your department name then your name then asks how you can assist him.

4. Smile

5. Use appropriate language

6. Active listening

# data[].attributes.body
Based on our previous discussions and analysing the problem, I can offer you a solution to overcome the problem at hand.

# data[].attributes.headline
Follow the company procedures but you should show your sincerity as well

# data[].attributes.subject
Follow the company procedures but you should show your sincerity as well

# data[].attributes.body
Don't make the greeting sounds too scripted, as you're communicating with an actual person.
It is best to have a few variations on your greeting.

# data[].attributes.body
- Refer the problem not the person
- Isolate the problem from the situation

# data[].attributes.body
1. Have to be familiar with the company policies and procedures.
2. Based on the previous conversation, what type of personality the customer is.

# data[].attributes.body
Type A:
There are a few options, ... , which one do you like.
Type B:
I'll give my best to solve your problems. What I can do here is ... .
Type C:
What do you think that works best for you.
Type D:
Similar to type A.

# data[].attributes.body
- If you can't resolve by yourself, ask for help. Transfer the call to the appropriate person.

# data[].attributes.body
Your attitude can be reflected by the tone or how you greet the caller even though they can't actually see you.
Greet with a smile, standup straight, or take a deep breath before picking up the phone.

# data[].attributes.body
Is that okay if I can clarify the issue again? just for better understanding, so we can find the solution as early as possible.

# data[].attributes.body
1. “Is there anything I can do for you today?”
2. “Can you tell me a little more about it, please?”
3. “I want to make sure that I really have an understanding of what you’re telling me. I’m hearing that…”
4. “When I am done, if I have got something wrong, I would appreciate it if you would correct me, if that is ok?”

# data[].attributes.body
1. Really listen.
2. Avoid comparisons.
3. Don’t disregard the situation as not important.
4. Don’t sugarcoat.
5. Don’t try to problem solve.

# data[].attributes.body
- Apologies for mistakes.
"I'm sorry that you had to experience that. Let me fix that for you"

# data[].attributes.body
- Don't react to customers'/clients' emotion
- Stay calm and composed

# data[].attributes.headline
Make sure that the greeting is appropriate

# data[].attributes.subject
Make sure that the greeting is appropriate

# data[].attributes.body
Depends on whether the caller is an external or internal customer, you have to use the appropriate language.

Example:
External: Good morning, this is XXX from the XXX Department. How can I help you?
Internal: Hi, it's XXX here. How can I help you?

# data[].attributes.body
"You must be upset/angry. If I were you I would have felt the same"

# data[].attributes.body
The purpose of step 4 is to show to the customers that they are fully understood.

# data[].attributes.body
"As per my understanding, you meant to say ........, please correct me if I am wrong"

# data[].attributes.body
- Active listening
- Paraphrase statements
- Ask question to verify

# data[].attributes.body
1. Follow up through phone calls or emails
2. Survey Ratings
3. Social Media Monitoring
4. Offer something of value