alltel tone and demeanor
TRANSCRIPT
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Quality Program
Training
Tone and Demeanor
C S A T
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Objectives At the end of this course, you will be able to:
Understand the importance of excellent Tone and
Demeanor
Understand why we are focusing on Tone and
Demeanor
Define excellent Tone and Demeanor
Understand the relationship between excellent Tone and
Demeanor and our companys Reputation
Understand the relationship between excellent Tone and
Demeanor and First Call Resolution
Recognize excellent Tone and Demeanor on customer
calls
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Warm Up Activity
Sometimes its not what you say
ITS HOW YOU SAY IT!
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Why is Excellent Tone and
Demeanor Important? Improves our companys reputation
Increases customer satisfaction, which creates customer
loyalty
Improves our customer survey results
Creates personal satisfaction for you
Impacts your ability to Raise the Bar for our customers
Increases First Call Resolution Increases your personal performance results
It fulfills The Customer Rules!
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Why are
we focusing on
Tone and
Demeanor?
A continued focus on improving Tone & Demeanor iscritical to the success of our organization, and AlltelsReputation
Previous survey results show we have significant
opportunity for improvement in this category. The Tone & Demeanor guidelines need to better describe
and define Excellent Tone and Demeanor
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Defining Excellent Tone and Demeanor
Excellent Tone & Demeanor Criteria:
When working with each of our customers,excellent Tone & Demeanor requires each ofthe following criteria to be displayed asappropriate for points to be awarded in thisperformance area. Not every Tone andDemeanor element is required on every call.
Building RapportDisplaying Positive Energy
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Defining Excellent Tone and Demeanor
Using Sincere AER statements
-Acknowledge the customers issue
-Empathize with the customer
-Reassure the customer you have the abilityto resolve the issue
Defusing the Customers frustrations prior to jumping tothe solution
Being Professional and Courteous We will now define each of these categories in detail
on the following slides.
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Build Rapport
Create a harmonious relationship
with your customer:
Use positive phrasing and avoid
negative words Use language that the customer
can understand
Appropriately match the customers
tone (i.e. professional toprofessional, humor to humor)
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Display Positive Energy Show your customer you are fully
engaged and interested:
Reinforce positive emotions and beenthusiastic
Speak to the customer with sincerity
Use inflection in your voice
Dont sound apathetic or speak in amonotone
Demonstrate your desire to help
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Use Sincere AER statements You represent our company, and your caring for
the customers issue will positively impact ourreputation.
A Sincerely acknowledge a customersfrustration or concern, when appropriate.Apologize when appropriate.
Be sure to paraphrase the customers issue tomake sure you understand it correctly.
E Sincerely empathize with a customers issue,when appropriate
Remember, one size does not fit all situations,and your approach needs to be tailored to the
customers specific needs. Some customersjust want their issue resolved.
R Reassure the customer of your ability toassist (on every call) Demonstrate ownership andpersonal responsibility.
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Defuse the Customers Frustrations
prior to jumping to the solution
Listen to your customer without interruption
before rushing to a solution!
Practice active listening. Make sure the
customer knows that you have
acknowledged his issue and understand hisconcerns.
Be sincere. Let the customer know that you
are taking his issue seriously.
Maintain a positive attitude. The way that
you initially handle a customer will oftendictate the outcome of the call.
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Defuse the Customers Frustrations (continued) Also remember:
Customers may feel that you are not acknowledging their
frustrations if you immediately jump to a solution. This type of
service can be interpreted as impersonal and uncaring
Often the customer initially may appear to be more interestedin venting his frustrations than actually finding a solution to his
problem. You will find that once customers have been
provided the opportunity to state their grievances, they will be
satisfied with most solutions that you are able to offer.
Customers are more willing to discuss issues rationally oncethey have vented their frustrations.
Customers are more willing to accept reasonable solutions
once they have calmed down.
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Be Professional and Courteous We must always display the utmost
courtesy and respect to our customers,
regardless of the situation.
Use the customers name as appropriateduring the call.
Use professional language and complete
sentences when appropriate. May I haveyour name, please? Avoid statementssuch as Your name?
Explaining silences and using pleaseand thank you when requestingcustomer information.
Give customer your full attention. Do not allow the customers demeanor to
personally affect your ability to remaincourteous and professional.
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Impact to Alltels Reputation
A companys reputation is one of its greatest assets.
Using excellent Tone and Demeanor with our customers
is one of the keys to enhancing Alltels reputation
Each of you has the ability to WOW every customer with
your positive approach and interaction.
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Impact to First Call ResolutionExcellent Tone and Demeanor impacts First Call
Resolution:
If customers are not provided with excellent tone anddemeanor, they may tune out of the conversation, orattempt to end the call early.
Customers may escalate calls if Tone and Demeanor is poor. Customers may avoid Follow-up items with reps who dont
treat them well and call back to get a new rep.
Customers may not feel confident that their issue will beresolved properly when a rep uses poor Tone and Demeanor.This will usually result in a return call to ensure the issue
was resolved.
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We know its not always that simple Dealing with frustrated customers can be frustrating itself. Dont let
a customers negative attitude influence your Tone and Demeanor
Any number of things may have affected this customer before theycalled you. It is your responsibility to take ownership and havepersonal accountability for each call, regardless of the circumstances.
Leave your problems at the door. Personal issues may impact yourtone and demeanor. Focus on your tasks at hand.
Always think as a professional. Think about people that youadmire and how they handle themselves in work-related situations.
Remain positive and professional. Youll be amazed at how
Excellent Tone and Demeanor will influence even the mostnegative customer. Win the customer over with Great CustomerService!
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Exercise
Break up into teams of three
Take turns playing the role of the
Rep, customer, and QA evaluator
Use the Evaluator sheets to record
strengths and opportunities
Use the scenarios on the next slides
for your role plays
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Role Play Scenarios
Scenario One
Matt Rivera, is concernedbecause his flight got cancelled
and he has a reservation in
Mandalay Bay.
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Role Play Scenarios
Scenario Two
You receive a call from
Ms. Lee who wants to
cancel her flight
reservation
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Summary
In this course, we learned to: Understand the importance of excellent Tone and Demeanor Understand why we are focusing on Tone and Demeanor
Define excellent Tone and Demeanor Understand the relationship between excellent Tone and
Demeanor and our companys Reputation Understand the relationship between excellent Tone and
Demeanor and First Call Resolution
Recognize excellent Tone and Demeanor on customer calls