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Unit II

The document outlines the essential skills and responsibilities of customer care executives, including customer interaction, issue resolution, and technical support. It emphasizes the importance of phone etiquette, effective communication, and the impact of voice tone on customer satisfaction. Additionally, it covers metrics like Average Handle Time (AHT) and Average Call Handling Time (ACHT), as well as best practices for email writing and the use of Microsoft Office applications.

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cutejaspreet2005
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6 views18 pages

Unit II

The document outlines the essential skills and responsibilities of customer care executives, including customer interaction, issue resolution, and technical support. It emphasizes the importance of phone etiquette, effective communication, and the impact of voice tone on customer satisfaction. Additionally, it covers metrics like Average Handle Time (AHT) and Average Call Handling Time (ACHT), as well as best practices for email writing and the use of Microsoft Office applications.

Uploaded by

cutejaspreet2005
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Unit- II

HOW TO ATTEND AND MAKE CUSTOMER CALLS


Role of customer care executive
► Customer interaction

► Issue resolution

► Sales Support

► Technical Support (if applicable):

► Administrative Tasks

► Brand Representation

► Continuous Improvement

► Building relationship
Responsibility of customer care
executive
► Minimum Call

► Login Time

► Understanding Inbound Call process

► Understanding Outbound Call process


Phone etiquettes:

► Choose an Appropriate Time and Place


► Make calls in a quiet environment where you won’t be interrupted.
► Answer Promptly
► Pick up within 3-4 rings to show attentiveness.
► Introduce Yourself
► Start the call by stating your name and purpose, especially in professional
contexts.
► Speak Clearly and Politely
► Use a calm, friendly tone and speak at a moderate pace.
► Be Prepared
► Know the purpose of your call and have necessary information ready.
► Listen Actively
► Focus on the conversation and avoid interrupting the other person.
► Avoid Multitasking
► Give your full attention to the call.
► Use Proper Language
► Avoid slang, jargon, or inappropriate expressions.
► Respect Time
► Keep the call concise and avoid unnecessary small talk, especially for business
calls.
► Handle Missed Calls and Voicemails
Return calls promptly and leave clear, concise voicemails when
necessary.
► Mute When Necessary
Use the mute button in group calls or during background noise.
► End the Call Politely
Conclude with a courteous farewell, such as “Thank you for your
time” or “Goodbye.”
► Silence Your Phone When Needed
Use silent mode in meetings, theaters, or other quiet environments.
► Avoid Speakerphone in Public
Use it only in private or with the other person’s consent.
► Confirm Details
Summarize important points before ending the call to avoid
misunderstandings.
Impact of Good Phone Etiquettes:
► 1. Builds a Positive Impression
► 2. Enhances Professional Relationships
► 3. Improves Communication Efficiency
► 4. Increases Credibility
► 5. Reduces Miscommunication
► 6. Builds Customer Satisfaction
► 7. Prevents Conflict
► 8. Reflects Cultural and Social Awareness
► 9. Sets a Professional Standard
► 10. Personal and Emotional Impact
Impact of Voice tone:

•Empathy: Demonstrates understanding of the customer’s feelings and concerns.

•Politeness: Shows respect, even in difficult conversations.

•Clarity: Ensures the customer understands the message without confusion.

•Confidence: Instills trust and reliability.

•Positivity: Leaves the customer feeling satisfied and valued.


AHT (Average Handle Time):

► Definition: The average time an agent spends handling a customer


interaction, including talk time, hold time, and after-call work (ACW).
► Components:
► Talk Time: The time spent speaking directly with the customer.
► Hold Time: The time the customer is on hold.
► After-Call Work: The time taken to complete tasks related to the call after it
has ended.
► Formula:
AHT=Total Talk Time + Total Hold Time + Total ACW Time /
Total Number of Calls
► Use: AHT is a key metric for measuring efficiency and productivity in
handling calls.
ACHT (Average Call Handling Time)

► Definition: A subset of AHT, focusing specifically on the time spent


interacting with the customer during the call (talk time + hold time).
► Components:
► Talk Time
► Hold Time
► Formula: ACHT= Total Talk Time + Total Hold Time/
Total Number of Calls Handled
► Use: ACHT excludes after-call work and is often used to evaluate the
actual interaction efficiency with customers.
Importance of Typing Speed &
Accuracy
► Professional Efficiency
► Effective Communication
► Competitive Advantage
► Stress Reduction
► Learning and Adaptability
Basic of MS Office

Purpose is to used for creating, editing, and formatting text documents.


► Microsoft Excel (Spreadsheet Management)
Purpose: Used for data organization, analysis, and visualization.
► Microsoft PowerPoint (Presentation Software)
Purpose: Used to create and deliver presentations.
► Microsoft Outlook (Email and Calendar Management)
Purpose: Used for managing emails, calendars, tasks, and contacts.
► Microsoft Access (Database Management)
Purpose: Used for creating and managing databases.
► Microsoft Word (Word Processing)
Purpose: Used for creating, editing, and formatting text documents.
► Microsoft OneNote (Note-Taking Application)
Purpose: Used for taking, organizing, and sharing notes.
► Cloud Integration (Microsoft OneDrive)
Purpose: Used for cloud storage and file sharing.
Email Writing

► Email id
► Subject line
► Greeting
► Opening line
► Body
► Closing line
► Sign off
► signature
Email Writing Best Practices

► Clarity and Conciseness


► Keep emails brief and to the point.
► Avoid unnecessary jargon or long-winded explanations.
► b. Professional Tone
► Use proper grammar, spelling, and punctuation.
► Avoid slang, emojis (in formal emails), and overly casual language.
► c. Purpose
► Clearly state the reason for your email early on.
► Use subject lines and the first sentence to highlight the key purpose.
► d. Formatting
► Use bullet points or numbered lists for clarity.
► Leave spaces between paragraphs for readability.
► e. Attachments
► Mention any attachments in the body of the email (e.g., "Please find
the document attached").
► Double-check that you’ve attached the files before sending.

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