Counter Service Career Guide | Career Best Wording |Retail Career Role Playing Activity

Circle of Excellence

Three Basic Elements

1.    Trust

2.    Guide

3.    Close

·       This drives customer service to excellence and increases customer satisfaction.

·       TRUST: 
The first step focuses on building a strong customer relationship. E.g. complimenting them and building a trustworthy relationship.  

Employee Ownership:

·       Feeling a sense of ownership about something brings about a sense of commitment, since people fee the "thing" belongs to them. 

·       It is important for every individual to have a sense of responsibility in them.

·       They should cater to their duties and not force them on someone else.

·       Everyone has to play their own part in the system for it to work properly. 

TELEPHONE COURTESIES:

1. Identify yourself by announcing your name or the name of your department, instead of just "hello".

Assalam u Alaikum. Thank you for calling n________ (Branch Name). I am _______ (Name). How may I help you?

اسلام علیکم۔ میں برانچ سے ھارون بات کر رھا ہوں۔ بتائئے میں آپ کی کیسے مدد کر سکتا ہوں؟

2. Use respectful and considerate words and phrases, such as:

1.   "I'm sorry."

2.   "Thank you."

3.   "Please."

4.   "May I take a message?"

5.   "Would you like to leave your number?"

6.   "May I put you on hold?"

7.   "I'm sorry to keep you waiting."

8.   "He's away from his desk. May I have him return your call?"

3. Speak clearly and enunciate your words.

4. Use your hold button.

5. Before you put a caller on hold, ask for permission to do so. Do not leave the phone for more than 1 minute.

6. Smile into the receiver, because your voice will reflect your attitude.

7. Develop good listening and verbal skills to compensate for the lack of eye contact, facial expressions, and gestures.

8. Use the other person's name often. People like to hear their name.

9. Use good grammar and diction; avoid slang.

10. Speak slowly enough to be easily understood.

11. Be informed about your business, its services and personnel, and have basic materials and information readily available reference. Make referrals to other people and departments properly.

12. End the conversation with a definite "goodbye" or any other expression which leaves no doubt that the conversation is ended.

13. Let the person calling hang up first and then hang up the receiver gently.

14. Don't use words and phrases such as:

–  "Huh?"

–  "Yeah."

–  "I don't know where he is."

–  "She's at lunch. Call back later."

–  "He's not here."

–  "I don't know where he is or when he'll be back."

15. When you receive a transfer call say: "This is (your name). May I help you?" (No           need to reintroduce the company again.)  

16. After asking a caller to hold for the person they are calling for, be sure to say           "You're welcome" after their customary "Thank you." It shows that you are           truly listening to them and not in "receptionist mode"

17. Have a pad and pencil to take notes or messages.

18. Don’t eat or drink while you are on call. 

Role Playing Activity:

      Return Policy:

·       How not to act when a customer wants to return or exchange any product.

·       How to act when a customer wants to return or exchange any product.

    How to defuse an angry customer:

·       How not to deal with an angry customer.

·       How to deal with an angry customer. 

    Up-Selling and Cross-Selling:

·       How to cross-sell products to a customer.

·       How to up-sell products to a customer.