SIX CALL HANDLING SKILLS

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SIX CALL HANDLING SKILLS by Mind Map: SIX CALL HANDLING SKILLS

1. What techniques are needed to provide excellent call handling skills?

2. BREATH

2.1. Take a deep breath

2.2. Breathing allows agents to regroup

2.3. Breathing prepares the agent to handle the next call

3. GREET

3.1. State your companies name

3.2. State your name, politely

3.3. Smile while greeting your customer

4. LISTEN

4.1. Give the customer your undivided attention

4.2. Identify the callers needs

4.3. Allow the customer to vent

5. APOLOGIZE

5.1. When something is wrong, always apologize to your customer

5.2. Make the customer feel more comfortable by apologizing for issues

5.3. By apologizing, the customer feels like the agent value their complaint/issues

6. EMPATHY

6.1. When necessary, show empathy towards the customer

6.2. Share with your customers emotions and feelings

6.3. Empathy Video

7. DESTRESS

7.1. At the end of each day destress

7.2. Find a quiet place to unwind

7.3. Close your eyes and listen to calming music for about 15-20 minutes, it will reduce stress

7.4. Click to Enjoy some distressing music