Chapter 3: Winning Telephone Skills

1
Chapter 3Winning Telephone Skills

• A Guide to Customer Service Skills for the Help
  Desk Professional
• Second Edition

2
Objectives

• Understand the power of the telephone
• Handle calls professionally
• Avoid the most common telephone mistakes
• Use proven techniques to place callers on hold
  and transfer calls in a positive, professional
  way
• Use a variety of techniques to continuously
  improve your telephone skills
• Consistently convey a positive, caring attitude

3
Winning Telephone Skills

• The telephone is the primary way that customers
  obtain service from many help desks
• The telephone will always play a role in customer
  service
• Professional telephone skills help to ensure that
  the help desk handles customer requests in a
  prompt, courteous, and consistent manner
• Consistency builds trust and teaches customers
  what they can expect during calls

4
Creating a Positive Telephone Image

• Responsiveness and a caring attitude are
  fundamental to a positive telephone image
• A customers perception is influenced by
• How long it takes to answer the telephone
• The energy and enthusiasm analysts convey
• Conducting business over the telephone can be
  frustrating and impersonal
• When handled properly, the telephone can be an
  efficient, effective way to deliver support

5
Understanding the Power of the Telephone

• The telephone is one of the most common ways that
  businesses and customers communicate
• At a help desk, analysts may handle
• Incoming calls
• Outgoing calls
• Telephone technology automates many of these
  activities

6
Understanding the Power of the Telephone
(continued)
7
Understanding the Power of the Telephone
(continued)

• Factors that influence the telephone
  technologies a help desk selects include
• The help desks size
• The companys goals
• The nature of the companys business
• Customer expectations
• The technology a help desk uses affects how
  customer contacts are directed to analysts and
  how analysts performance is measured

8
Understanding the Power of the Telephone
(continued)

• Voicemail - An interactive computerized system
  for answering and routing telephone calls, for
  recording, saving, and relaying messages, and
  sometimes for paging the user
• 90 of HDI members use voicemail

9
Understanding the Power of the Telephone
(continued)

• The best companies diligently manage voice mail
  messages
• Calls are returned promptly, even if only to let
  customers know
• The call was received
• It has been logged in the companys incident
  tracking and problem management system
• It is being handled

10
Understanding the Power of the Telephone
(continued)

• Acknowledging a voice mail is not the same as
  resolving the customers problem or request
• The first step is to simply let the customer know
  that their voice mail message has been received
  and logged
• Voice mail requests are typically logged in the
  help desks incident tracking and problem
  management system
• Most incident tracking and problem management
  systems automatically assign a ticket number or
  unique identifier to logged customer requests

11
Understanding the Power of the Telephone
(continued)

• Fax An electronic device that sends or receives
  printed matter or computer images
• Faxed requests are typically logged in the help
  desks incident tracking and problem management
  system
• Customers may fax forms, letters, or information
  such as a report that has an error message
• Fax-on-demand Technology that enables
  customers to use their touch-tone phone to
  request that answers to FAQs, procedures, forms,
  or sales literature be delivered to the fax
  machine at the number they provide

12
Understanding the Power of the Telephone
(continued)

• Automatic call distributor (ACD) - A technology
  that answers a call and routes or distributes it
  to the next available analyst
• If all analysts are busy, the ACD places the call
  in a queue and plays a recorded message
• ACD software determines what calls an analyst
  receives and how quickly the analyst receives
  those calls

13
Understanding the Power of the Telephone
(continued)

• Analysts use an ACD console to perform ACD
  functions
• Available state - An ACD state that means an
  analyst is ready to take calls
• Idle state - An ACD state that means the analyst
  did not answer a call routed to his or her
  telephone within the specified number of rings
• Wrap-up mode An ACD feature that prevents the
  ACD from routing a new inbound call to an
  analysts extension

14
Understanding the Power of the Telephone
(continued)

• ACDs can integrate with and use other
  technologies to deliver information
• Announcement system - A technology that greets
  callers when all help desk analysts are busy and
  can provide answers to routine questions or
  promotional information
• Automated attendant - An ACD feature that routes
  calls based on input provided by the caller
  through a touch-tone telephone
• Skills-based routing (SBR) - An ACD feature that
  matches the requirements of an incoming call to
  the skill sets of available analysts or analyst
  groups

15
Understanding the Power of the Telephone
(continued)

• Voice response unit (VRU) - A technology that
  integrates with another technology, such as a
  database or network management system, to obtain
  information or to perform a functions also
  called an interactive voice response unit (IVRU)
• A VRU can collect a unique identifier, such as a
  customers employee ID or Personal Identification
  Number (PIN)
• A VRU obtains information by
• Having callers use the keys on their touch-tone
  telephone
• Speak their input into the telephone

16
Understanding the Power of the Telephone
(continued)

• Poorly implemented or improperly used telephone
  technology can lead to customer frustration and
  be perceived negatively
• When customers mistrust or dislike technology, it
  affects how they interact with help desk analysts
  and how analysts receive their work
• Companies can minimize these negative effects by
• Listening to customers and help desk analysts
• Implementing the technology in a way that both
  perceive is useful and beneficial,

17
Understanding the Power of the Telephone
(continued)

• Implemented correctly, telephone technology is a
  powerful communication tool that can enhance the
  services a help desk offers and benefit help desk
  analysts. For example
• ACDs can broadcast messages that inform customers
  about, for example, a virus
• ACDs and VRUs can use caller ID data or automatic
  number identification data to provide a callers
  name

18
Understanding the Power of the Telephone
(continued)

• Caller identification (caller ID) - A service
  provided by your local telephone company that
  tells you the telephone number of the person
  calling
• Automatic number identification (ANI) - A service
  provided by your long distance service provider
  that tells you the telephone number of the person
  calling

19
Understanding the Power of the Telephone
(continued)

• Computer telephony integration (CTI) An
  interface that links telephone technology with
  computing technology to exchange information and
  increase productivity
• Screen pop A CTI function that enables
  information about a caller to appear, or pop up,
  on an analysts monitor based on caller
  information captured by the telephone system and
  passed to a computer system
• A history of the callers previous problems and
  requests can also pop on the screen

20
Understanding the Power of the Telephone
(continued)
21
Handling Calls Professionally from Start to Finish

• Jan Carlzon refers to service encounters as
  Moments of Truth for a company
• Each and every service encounter is critical to
  the success of the company
• Each of these moments contributes considerably to
  how customers perceive an analyst and the entire
  company

22
Handling Calls Professionally from Start to
Finish (continued)
23
Handling Calls Professionally from Start to
Finish (continued)

• Using a script is a common help desk practice
• Script - A standard set of text and behaviors
• Scripts enable analysts to focus their energy on
  solving problems and handling unique situations
• Analysts may use scripts when they need to find a
  positive way to say something they do not feel
  comfortable saying, such as No to a customer
• Scripts also enable customers to perceive that
  the help desk delivers services consistently

24
Handling Calls Professionally from Start to
Finish (continued)

• Answering the telephone
• How you answer the telephone sets the tone for
  the entire conversation
• Pick up the telephone promptly, but with
  composure
• Use your companys standard script to ensure that
  customers are greeted in the same, consistent way
  
• Announce the name of your company or department
• Give the caller your name
• Ask the first question

25
Handling Calls Professionally from Start to
Finish (continued)

• Help Desk, this is Carmen. How may I help you?
• Help Desk, this is Sue. May I have your name
  please?
• Hello, Options Unlimited, this is Leon. May I
  have your Customer ID?

26
Handling Calls Professionally from Start to
Finish (continued)

• Listen actively to the customers request
• Ask for the same information in the same order
  every time
• If you speak with a customer regularly, verify
  the information rather than skipping over the
  step
• Skipping steps is a disservice to your customers
  and your coworkers
• The help desk is a team setting by being
  consistent you
• Communicate your companys policies
• Convey to customers that anyone can assist them

27
Handling Calls Professionally from Start to
Finish (continued)

• Handling Calls About Unsupported Products or
  Services
• Few companies can be all things to all people
• The cost would simply be too high
• Many companies define a list of supported
  products and services
• Internal help desks support products most used by
  employees and that contribute to company goals
• External help desks support products and services
  that are developed or sold by the company (unless
  they are being compensated to do so)

28
Handling Calls Professionally from Start to
Finish (continued)

• Analysts often have a hard time referring
  customers to another group or company
• Particularly analysts who may be familiar with
  the product the customer is calling about
• The number of analysts assigned to a help desk is
  determined by its projected workload
• Analysts who assist customers with unsupported
  products undermine the ability of the team to
  handle the work within its scope of responsibility

29
Handling Calls Professionally from Start to
Finish (continued)

• Remember that there is always something you can
  do
• What I can do is transfer you to the group that
  supports that product. They will be able to
  help.
• If you do not know who supports a product, let
  the customer know you will look into it and get
  back to them
• Best-effort A policy that means you do your
  best to assist the customer within a predefined
  set of boundaries, such as a time limit
• Let the customer know in advance that you are
  under a time constraint, or that you may have to
  refer them to another group or vendor

30
Handling Calls Professionally from Start to
Finish (continued)

• Taking a message
• If a particular analyst is unavailable, let the
  customer know that and ask who is calling
• Explain the analysts absence in a positive way
• Ask the customer if there is anything you can do
  to help
• Offer to take a message or transfer the customer
  to the analysts voice mailbox
• When taking a message, write down all important
  information
• The callers name, telephone number, the best
  time for the analyst to return the call, any
  message the caller chooses to leave

31
Handling Calls Professionally from Start to
Finish (continued)

• Closing the call
• There is often a temptation to rush the closing
  of a call
• Trust and customer confidence comes by taking a
  little extra time and making sure that the
  customer is comfortable with the steps you have
  taken, before you hang up the telephone
• Ending the call on a positive note leaves the
  customer with a lasting, good impression

32
Handling Calls Professionally from Start to
Finish (continued)
33
Handling Calls Professionally from Start to
Finish (continued)

• Target resolution time - The timeframe within
  which the support organization is expected to
  resolve the problem
• Severity - The category that defines how
  critical a problem is based on the nature of the
  failure and available alternatives or workarounds
• Workaround A way to circumvent a problem either
  partially or completely usually before
  implementing the final resolution

34
Handling Calls Professionally from Start to
Finish (continued)
35
Avoiding the Most Common Telephone Mistakes
(continued)

• Putting a customer on hold
• When necessary, putting customers on hold in a
  professional manner instills confidence
• Let customers decide if they would prefer to have
  you call back rather than being put on hold
• If you are taking longer than expected, return to
  the caller and provide an update on your progress
  and the option of either continuing to hold or
  receiving a call back
• A good guideline is to never ask a customer to
  hold if you are going to be longer than three
  minutes

36
Avoiding the Most Common Telephone Mistakes
(continued)
37
Avoiding the Most Common Telephone Mistakes
(continued)

• Knowing when and how to transfer calls
• There are a number of reasons why you may need to
  transfer a caller
• There are a number of different ways to transfer
  a caller
• Hot transfer (conference call)
• Warm transfer
• Cold transfer
• A primary consideration of which technique to use
  is the amount of information you have received or
  given until the point when you determine a
  transfer is needed

38
Avoiding the Most Common Telephone Mistakes
(continued)

• Hot transfer (conference call)
• Occurs when you stay on the line with the
  customer and the service provider
• Appropriate when
• You can continue to contribute to the resolution
  of the customers request
• You can benefit from hearing how the problem is
  resolved
• Time allows

39
Avoiding the Most Common Telephone Mistakes
(continued)

• Before establishing a conference call
• Ask if its okay and if not, ask what the
  customer would prefer
• When establishing a conference call
• Explain the problem to the service provider along
  with how you feel he or she can contribute to the
  resolution
• Ask the service provider if its okay
• Use common sense!
• When permission is granted
• Bring the customer on the line and introduce the
  customer to the service provider
• Explain the reason for the call and provide any
  information the customer has given you thus far
• Stay on the line until the call is complete and
  close the call

40
Avoiding the Most Common Telephone Mistakes
(continued)

• Warm transfer
• Occurs when you introduce the customer and the
  service provider to whom you are going to
  transfer the call but you do not stay on the line
• Appropriate when
• There is no perceived value to be gained or given
  by staying on the line
• Time does not allow you to stay on the line

41
Avoiding the Most Common Telephone Mistakes
(continued)

• Before you warm transfer a call
• Ask if its okay and if not, ask what the
  customer would prefer
• When warm transferring a call
• Your companys policy will determine whether you
  place the customer on hold first, or simply
  transfer the call
• Ask the service provider if its okay to bring
  the customer on the line
• When permission is granted
• Bring the customer or service provider on the
  line and introduce the customer to the service
  provider
• Explain the reason for the call and provide any
  information the customer has given you thus far
• Give the customer and the service provider the
  ticket number
• Ask them to let you know if you can help and then
  hang up

42
Avoiding the Most Common Telephone Mistakes
(continued)

• Cold transfer
• Occurs when you stay on the line only long enough
  to ensure that the call has been transferred
  successfully
• Appropriate when
• The customer asked to be transferred
• You quickly realize that the caller has dialed
  the wrong number or should be transferred to
  another person or department
• A cold transfer is not appropriate when the
  customer has provided detailed information about
  the nature of their request

43
Avoiding the Most Common Telephone Mistakes
(continued)

• Before you cold transfer a call
• Let the customer know you are going to transfer
  him or her to the correct department
• If the customer does not want to be transferred,
  ask what he or she would prefer
• If a call back is preferred, set a time that is
  convenient for the customer
• Clearly communicate to the other service provider
  when the customer wants to be contacted
• When appropriate, provide the customer with the
  telephone number of the person or group to whom
  you are transferring the call

44
Fine-Tuning Your Telephone Skills

• Telephone skills, like any other skills, need to
  be honed
• Periodically attend a refresher course
• Learn new best practices
• Dont forget the basics!
• Be responsive
• Demonstrate a caring attitude
• Acknowledge the fact that customers are living,
  breathing human beings who have called because
  they need your help

45
Fine-Tuning Your Telephone Skills (continued)

• Using a speaker phone
• If possible, use the speakerphone behind closed
  doors
• Ask all callers for permission before using a
  speakerphone
• Introduce each person that is present
• Briefly explain why each person is present
• Participants who are speaking for the first time
  or who are unfamiliar to other callers may want
  to identify themselves before they speak

46
Fine-Tuning Your Telephone Skills (continued)
47
Fine-Tuning Your Telephone Skills (continued)

• Self-Study
• Books, videotapes, and audiocassettes are
  available
• Take advantage of any training programs offered
• Make your supervisor aware of training
  possibilities that you think will help

48
Fine-Tuning Your Telephone Skills (continued)

• Monitoring
• An excellent training technique when used
  properly
• Analysts receive specific feedback on how they
  can improve their call handling
• Promotes the consistent handling of calls and
  provides employees and supervisors specific
  guidelines used in measuring performance
• Some companies use as both a training tool and as
  a way of measuring performance

49
Fine-Tuning Your Telephone Skills (continued)

• A monitoring program must be implemented
  carefully and analysts must perceive they are
  being given the opportunity to be successful
• Most companies
• Involve the help desk staff when designing a
  program
• Define guidelines
• Provide analysts a checklist or scorecard
• Used properly, monitoring enables you to put
  yourself in your customers shoes and objectively
  assess the quality of your service!

50
Fine-Tuning Your Telephone Skills (continued)

• Customer satisfaction surveys
• Event-driven surveys - Customer satisfaction
  surveys that ask customers for feedback on a
  single recent service event
• Overall satisfaction surveys - Customer
  satisfaction surveys that ask customers for
  feedback about all calls they made to the help
  desk during a certain time period
• Help desk managers use survey responses to
• Measure the performance of the team
• Identify improvement opportunities
• Measure individual performance (event-driven
  surveys)
• Identify training needs

51
Fine-Tuning Your Telephone Skills (continued)

• Use feedback to identify your weaknesses and
  determine ways you can improve.
• Remember that your recollection of an event and
  anothers perception of an event may represent
  different perspectives!

52
Letting Your Caring Attitude Shine Through

• Providing superior customer support is a habit
  a state-of-mind that requires enthusiasm and
  passion
• Using scripts is an excellent habit-building
  technique
• Help desks that respond to calls in a consistent
  manner are perceived as more professional
• Understand your companys policies and resist the
  temptation to deviate from those policies
• If you believe a policy needs to be changed,
  explain why and provide reasonable alternatives
• Remember there is always something you can do

53
Chapter Summary

• The telephone is the most common way that
  businesses and customers communicate today
• Telephone technologies used by help desks range
  from simple voice mail boxes and fax machines to
  highly complex, automated systems
• Support providers must see each and every
  customer encounter, or Moment of Truth, as
  critical to the success of the organization
• Two things that frustrate customers most are
  being placed on hold for an extended period of
  time and being repeatedly transferred

54
Chapter Summary (continued)

• You can minimize customer frustration by
  listening to your customers preferences and
  carefully managing their expectations
• Telephone skills, like any other skills, need to
  be honed
• Techniques you can use include self-study,
  monitoring, and customer satisfaction surveys
• Superior customer support is hard work
• You have to work at it every day and you need to
  develop good habits
• Take care of yourself, stay relaxed, and let your
  caring, can do attitude shine through