Whom would you associate this with

over the calls ????

HTMT Confidential 2008




HTMT Confidential 2008
What do I understand by the term IRATE or ANGRY ??






feeling or showing
Extreme anger
HTMT Confidential 2008
Why do customers get angry ??


When they are not satisfied with
the service being provided.


( OR )


When I cant satisfy them with
my service.


HTMT Confidential 2008
What do I do ??
Control my anger Never take things personally.

Use my ears more than my mouth

Allow the customer to express their opinions.

Show that I care Acknowledge the caller !!

Explain the situation If needed.

Never argue Be polite.

Apologize / Empathize when appropriate.

Assure to try to fix the problem.

Gain agreement on resolution.

HTMT Confidential 2008
I must be aware of.
My patience

My personal integrity - at all times !!

limited Close ended questions.

Asking for repeatations.

Clear, concise and complete log of the incident.

De-stress myself from time to time !!






HTMT Confidential 2008
I can calm the customer when I use..
I ensure that

I apologize on behalf of

I assure you that I will try my level best to ..

Im sorry for the inconvenience that you have faced.

I assure you that . Will not happen in future.

I will make sure that you need not call the customer
care again for the same reason.

I assure you that you will receive a call from my next
level within hours.
HTMT Confidential 2008


Nenu khachithamuga ..


gurunchi nenu kshamapana korutunnanu.


Nenu khachithamuga prayatnistanu..


Nenu jargina dani gurunchi, kshamapana korutunnanu.


Ika mundu ilantivi jarga kunda jagrata tiskuntamu.


Ee vishayam lo marula call chaiya kunda purti vivaralu teliya
chestanu.


Meku ma next level nunchi .....hrs lo tappakunda call arrange
chestanu.







HTMT Confidential 2008
What do I learn
Make every experience a learning experience.


Escalate the problem (if persisting problem)
to the next level.


Make notes related to product for future
reference.


Make notes of the feedback given by the
customer ( if given ) , Quality analyst and team leader.

HTMT Confidential 2008

The secret is to
treat all the
customers as if
your world
revolves around
them .!!!