The seven steps to customer satisfaction.
1. Greet the customer. When you …(1)… a call from a dissatisfied customer
you need greet them in a warm manner. Thank the customer
for calling. Remember that when a customer calls to tell that
something is wrong it is your opportunity to put it right.
2. Ask what the problem is. You need to find out why they are calling. Simply
ask what the problem is and let them explain. You may not be
able to …(2).. the problem. Don’t say “I’m sorry, I can’t help”.
Instead explain to the customer that you cannot help them and
ask for their telephone number so that somebody can …(3)…
them ...(3)… . Sometimes the customer may want to wait
while you …(4)… them …(4)… to the correct department.
3. Listen carefully. Remember the customer may say a lot. You need to
listen and try not to …(5)… . An angry customer may take a
long time to explain what the problem is and so it is very
important that you stay calm and that you don’t …(6)…
It is a good idea to take notes so that you are 100% clear about
all of the details. Ask questions if they are not telling you the
information you need to know.
4. Define a solution. Once the customer has finished explaining the problem,
use your notes to check you have understood the problem
correctly.
5. Suggest a solution. Now that you all of the details of the problem you can
suggest a solution. Don’t blame another department. Make an
apology and suggest a solution. The customer may ask you to
refund their money, they may ask for a …(7)… on their next
order or they might ask to …(8)… the goods that they bought
for other items. You also must be realistic. Don’t promise to
deliver 10,000 new parts for next week if it cannot be done.
The customer will be even angrier next week when the parts
don’t arrive.
6. Confirm the solution. Once you and the customer …(9)… confirm
it so that both understand what has been decided. Make sure
that the customer knows exactly what you are going to do and
when you are going to do it.
7. End the conversation. Now that the customer is happy you can end the
conversation. Thank the customer again for calling. It is a
good idea to let the customer …(10)… first, as this gives
them a final chance to add anything.
Unit 5
2. Read a software helpline conversation and answer the questions.
1. What is the customer’s problem?
2. What help does the operator give?
Helpline: Thank you for calling the Superword helpline. Please hold the line.
Dean: Good morning. Dean speaking. How Can I help you?
Customer: Oh, good morning. Yes, your program isn’t working properly.
Dean: Oh, I’m sorry to hear that. What exactly seems to be the problem?
Customer: Well, the thing is that I can’t put those automatic table thingies in my documents.
Dean: I’m sorry. It’s not a very good line. Could you speak up a little?
Customer: Yes, sorry. I’m on my mobile. Is that better?
Dean: Yes, that’s much better, thank you.
Customer: All right. Anyway, I was just saying I can’t insert those tables.
Dean: Oh, I see. You’re having trouble with importing spreadsheets into
a Superword document?
Customer: Yes, that’s right.
Dean: All right. I’ll put you through to our spreadsheet specialist.
Customer: Thank you.
Dean: Hello?
Customer: Yes?
Dean: I’m sorry, the number is busy. Could I ask her to get back to you
in a few minutes?
Customer: Yes, that’s fine.
Dean: OK, then. So, you are on 0680 4252322?
Customer: That’s right.
Dean: And could I have your name please?
Customer: Wyndham, Delia Wyndham.
Dean: Is that Wyndham with a “y”?
Customer: That’s right. W-Y-N-D-H-A-M.
Dean: Thank you, Ms Wyndham.. I’m sure we’ll be able to sort it out.
Customer: Thank you very much.
Dean: Not at all. Goodbye.
3. Read the conversation above again and find expressions that mean the same as:
1. I’m just putting you on hold for a moment.
2. This is Dean.
3. What can I do for you?
4. Could you explain the problem …
5. The line’s bad.
6. Can you talk a bit louder?
7. I’ll connect you to …
Unit 5
8. The line’s engaged.
9. Can I get her to call you back?
10. So, your number is …
11. What’s your name please?
12. You’re welcome.
IMPROVING A CONVERSATION
Task 1. Read the conversation. Decide how the conversation could be improved.
Write your improved version.
Helpline: Superword helpline, wait a minute. Yeah? What’s your problem?
Customer: I’m having trouble with PDF files. I can’t print them.
Helpline: What? I can’t hear you.
Customer: I said I can’t print PDF files.
Helpline: Oh, I don’t do PDFs.
Customer: Well, could you connect me to someone who does?
Helpline: Can’t. The PDF expert’s gone out for lunch. Dive me your name
and we’ll call you later.
Customer: Oh, all right .It’s Gearhirt, Jamila Gearhurt.
Helpline: Er, come again?
Customer: That’s G-E-A-R-H-I-R-T.
Helpline: OK.
Customer: All right. Well, I’d appreciate it if you could call me as soon as
possible. Goodbye.
Helpline: Yeah, right.
READING
1. Globalisation has helped to make the telephone an essential business tool. Before you read the article, discuss these questions:
1. Do you like using the phone?
2. What makes you angry on the phone?
3. What are the special problems of telephone communication
compared to face-to-face communication?
2. Read the article and find the answers to these questions:
1. Do you like using the phone?
2. What do people find most annoying on the phone?
3. What are the special problems of telephone communication
compared to face-to-face communication?
Unit 5
BAD LINE ON BEHAVIOUR.
What drives you to lose your temper on the telephone? Being kept waiting,
being connected to voice mail or being passed on to someone else are all common flashpoints. But what infuriates people most of all is talking to someone who sounds inattentive, unconcerned, according to a survey published today.
The study by Reed Employment Services, a recruitment company, found
that nearly two-thirds of people feel that “phone rage” – people losing their temper on the phone – has become more common over the past five years.
The reasons for this are threefold, according to Reed. People are much more likely to express anger over the phone, rather than in writing or face-to-face.
Increasing numbers of transactions take place entirely by phone, from arranging
insurance to paying bills.
In addition, people’s expectations have risen. Nearly three-quarters of respondents to the Reed survey said that are more confident that their problems can be solved over the telephone than they were five years ago.
Companies are taking steps to improve their staff’s telephone answering techniques. The survey found that 70 per cent of organization require their staff to answer the telephone with a formal company greeting. In 43 percent of organizations, staff have to give their own names when they answer the telephone.
But a third of organizations do not give any training, or they train only their receptionists. That may not be enough, the report says.
As companies move towards “remote working” the need for the right tone of the voice extends to every level of the organization.
(from the “Financial Times”)
AFTER READING.
Task 1. Discuss ways of improving employees’ telephone skills.
(To be more effective, do ask-answer tasks.)
Task 2. Write some guidelines on using the telephone at work.
(e.g. “Always give your name”.)
Task 3. Read the telephone conversations below. Which of these adjectives best
describes the person who receives the call.
inefficient impatient aggressive bored unhelpful
Conversation 1. ……………...
A: Yes?
B: Could I speak to Mr Smith?
A: Er… I don’t know, I think he’s out.
Unit 5
B: Do you know when he’ll be back?
A: Well, I’m not sure. You could maybe try tomorrow.
Conversation 2. ……………...
A: Hello. Is that Janet, Bill’s secretary?
B: Yes, that’s right.
A: It’s John Blake. I’m just phoning to give him an invoice number.
B: Yeah. What is it?
A: Oh, let me see, where is it? I’ve got to have it here somewhere.
B: Look, phone me back when you find it. I’m rather busy now.
Conversation 3. ……………...
A: Hello. I’d like to speak to Bob Gratham.
B: He’s not here.
A: Could you tell me when he’ll be back?
B: Later this afternoon.
A: Well, could you take a message for me?
B: Sorry, I don’t have time. I’ll have to ring off, I’m going to lunch.
Conversation 4. ……………...
A: Hello, it’s Susan here. I’m just phoning to check my appointment with
Chris tomorrow.
B: Yeah?
A: Could you look it up for me?
B: Oh, I don’t know…where’s the diary? Yes, got it. So, it was the 16th,
A: No, the 18th.
B: No, I can’t find anything. I didn’t write it down.
Conversation 5. . ……………...
A: Hell Bilk Ltd.
B: Hello, this is Jack Johnson. I’m phoning about the delivery. Has it arrived jet?
A: No, it hasn’t. We’ve been waiting for a week. It still isn’t here yet.
B: I’m really sorry about that.
A: We’ve been waiting for too long. It’s not good enough. You’re wasting our time.
B: Oh, I’m sure your order will be ….
Task 4. Answer these questions about the business call below.
1. Is the conversation grammatically correct?
2. Is the conversation appropriate?
3. How can you improve it?
Unit 5
Person receiving the call Caller
(1) Yes?
(2) Give me Donna Weston.
(3) She’s not here.
(4) Well, take a message. It’s Eva Wartanowicz.
Tell her to phone me back later this afternoon
(5) What’s your name again?
(6) Wartanowicz.
(7) OK, and your number?
(8) It’s 01863-483-2189.
(9) OK, I’ll tell her.
(10) Bye.
(11) Bye.
Task 5. It is important to show interest and understanding when dealing with people on the phone.
Look at the expressions 1 - 6 and match them with functions a) to f)
1. OK/Right/Uh-huh …… a) You are listening.
2. That must have been
very difficult for you. ….. b) You understand.
3. I’ve got that. ….. c) You are surprised
4. I see. ….. d) You sympathize with the person
5. Is that acceptable/OK? ….. e) You have the information
6. Really? ….. f) Check that the caller agrees.
Unit 5
USEFUL LANGUAGE.
| Answering the phone. | Hello, John Smith speaking … |
| Good morning. Datatech Ltd. | |
| Stating your purpose. | I’m calling about your invoice. |
| I’m returning his call. | |
| The reason I’m calling is … | |
| Making contact. | I’d like to speak to … |
| Could I have the sales department please? | |
| Checking | Could you spell that? |
| Can I read that back you? | |
| Messages | Would you like to leave a message? |
| Can I leave a message? | |
| Asking for information. | Could I have your name? |
| Can I take your number? | |
| Identifying yourself | This is … |
| My name’s Julio Blanco. | |
| Showing understanding | Right. |
| OK. That’s fine. | |
| Making excuses. | I’m sorry, he’s out, he’s in a meeting. |
| I’m afraid she’s not available. | |
| Ending a call | Thanks for your help. Goodbye. |
| Thanks for calling. | |
| Promising action. | I’ll make sure he gets the message. |
| I’ll tell her when she gets back. |