CUSTOMER SERVICE PROTOCOL

 

ANSWER THE PHONE BEFORE THIRD RING.

 

GREET THE CALLER IN THE FOLLOWING WAY:

 

Name of the company “good morning, good afternoon, (according to the case) advisor’s name and last name, continue with a word of collaboration and kindly finish with the name of the caller.

 

RULES TO TAKE ACCOUNT IN THE TELEPHONE ATTENTION:

 

It is necessary that the advisor speak clearly, with a good vocalization to be understood the message; according the claim we should be persuasive and forceful and register it in the corresponding format, we should take note to remember the important points.

 

We should pay full and exclusive attention during the time of the communication until the person gives the reason for the communication.

 

Do not address or interrupting when the customer is talking.

It is important give to understand and that the person perceives that is listening with respect and attention.

 

Example: “Yes, Sr I understand your position”, “I understand what you are saying”,

"You are right, what about  if we look at it in this way….”

Ask questions because the message must be transmitted in a clear and precise way, these questions should close the customer to the responsible persons to give an appropriate solution.

 

Example: Could you tell me how the facts happened exactly?

 

                 Do you remember the advisor’s name?

 

                 Do you remember the date?

 

If you are going to transfer a call note:

 

-          Refer only those calls that you are not able to attend.

-          Make sure you know the functions of the phone to transfer calls.

-          Report that you are going to transfer the call and if it is possible, tell the name of the person who will receive your inquiry.

-          When you transfer to another area, wait until it is attended, tell the customer´s name and the reason for the call, thus avoiding the need to repeat any data.

-          When you receive a transferred call, introduce yourself in first instance, call the customer by name and check with a brief review the information received.

 

Saying good bye

 

It is the last impression that matters, for this you should take into account:

 

-          -Remember the name of the advisor who attended you.

-          Thank the call remembering it’s important to have the comfortable words:

Thanks for calling

We're here to help you

 

PHONE COMUNICATION

 

Telephone is the communication way more frequently used, because of the user can log in to any service easy and quickly, regardless of the distance. The telephone support provided in a health Service does a leading role in the image that users shape about the same. According this it is very important to offer through telephone a professional, effective and modern image, with a high quality in the customer service.

Answer the telephone is a learned skill. Put into practice some of the guidelines described next and with interest, results can be amazing:

 

1.    HOW SHOULD WE USE THE VOICE BY PHONE?

"Voice heard by the user is the face which is shown and therefore the image formed by the organization."

 

A.   Adapt the voice tone to different circumstances:

-          When we answer the phone we have to take a warm and friendly tone.

-          To detect needs we have to use a tone denoting interest and active listening.

-          If we are arguing we use a tone that demonstrates knowledge and security of the subject.

-          If we want to persuade the costumer to employ a tone suggestive that invites the action.

-          When we are forced to use an objecting tone we use a low tone, but sincere and convincing.

-          Any claim we must used conciliatory and reassuring tone.

 

B. Vary the speech velocity adapting on each time to the characteristics of the conversation:

-          It is essential to speak slowly when you want the customer hold certain information.

-          We must vary the speech velocity to emphasize an idea, or attract more attention of the costumer with what is said.

-          Trying to adapt the speech velocity of the conversation to the characteristics of the costumer (age, educational level, etc...)

 

C.   Speaking clearly and articulate clearly the words:

-          A good articulation is accomplished by opening the mouth.

-          Try don´t avoid to say some words or phrases because we can assume that the costumer know them.

-          It is advisable to talk about three centimeters away from the headset.

-          Through the voice the costumer perceives if...

We are listening attentively and with interest.

We are honest.

 

2.    HOW DO YOU USE THE TELEPHONE LANGUAGE?

 

“Successful in a telephone conversation depends on the choice of words we use”

-          The vocabulary has to be fresh and modern, but never vulgar.

-          Use present tense.

“You have the training tomorrow at 8:30 am.”

-          Use a positive style.

“I can tell you later, then I will have the list”

-          Use words with a common language.

 

-          There are some words named “wildcard” which can be used according the situation to refer to the services.

-          Security

-          Effective

-          Prestige

-          Studied

-          Analyze

-          Custom

-          Necessary

-          New

-          Speed

-          Quality

-          Benefit

-           

There are some expressions you have to avoid:

 

-          Negative expressions: “No, it is impossible”

-          Aggressive words: “No, that at all”

-          Filling Phrases: “Eventually”, “Be patience”

-          Personal expressions: “You are wrong”

-          Technicalities

-          Insecurity expressions: “I don´t know if we can”

 

 

3.    TWO ESSENTIAL ELEMENTS: SMILE AND SILENCE.

 

´´ Smile is a fundamental element to get the telephone contact personalization ´´

-          It is important learn to ´´smile by phone´´. When we smile the voice sounds more attractive, which allows empathize with the customer, obtaining best results in the telephone conversation.

-          “The telephone contact can get to be very cold and impersonal; So we have to humanize this contact”

-          The moments of silence will help for

-          Transmit a listening active attitude, indicating the costumer we are in touch but without disrupting.

-          Obtain more information about the main ideas or those which results more important for the customer.

 

4.    TEN RULES TO ANSWER THE PHONE

 

1. Don’t let the phone rings more than three times. We should answer quickly if we are available; in opposite case, we’ll pass the call to a colleague or we will write the customer’s number, getting back the call quickly.

2. We will answer the phone always greeting, identifying our service and offering collaboration.

“Asesores en Gestión Humana SAS, Good morning, How can I help you?”

3. We will adopt a proper posture and we’ll smile whith the appropriate occasion.

4. We’ll concentrate in the call, ceasing all activities and listening actively.

“I’m listening, please tell me your information, and I’m taking notes.”

5. We’ll have on hand all the necessary tools and instruments to solve the calls.

6. Talk slowly, giving to the customer a personalized and gentle treatment.

7. Provide specific and brief information about the topic.

8. Show security, interest and response capacity.

9. If we need collect information about the topic, never leave waiting the customer more than a minute.

“I’m going to consult some information, and if I can’t communicate now with Mr…, please give me your number, and at the end of the morning I’ll call you”.

10. Finish the call resuming the specific action or the exact required information, with a polite farewell and let the customer hang up the phone.

 

PQRS PROTOCOL

 

The initial greeting always should be presented in the service, because it means the minimal expression of education and courtesy. The greeting has a great symbolic value because depending of our form to express it, it will be understood like a proximity gesture, professional relationships or affective or a mere gesture of courtesy and good customs.

Next to the greeting, it’s necessary to know what needs the customer from us. For that we’ll ask what information wants to get, staying attentive to the request, to be attended of a convenient form. We should emphasize, we situate on the customer’s place to know its worry and listen actively.

 

REQUESTS

 

 Transmission of Information

 

In the process of give the information requested we have different situations.

1.    The information is ready. In this case, we transmit in a cordial and nice way, caring the loudness and voice tone. We have to transmit security and confidence through tone and the rhythm of voice, trying be concrete and accurate in the information.

 

2.    We don´t have the information but it can be requested by other means.

We should try to get by phone, contacting with the corresponding center, department, service or area and transmitting the information to the customer.

 

3.    The information is lacking and is impossible to get in that time. In this case we will facilitate the location (planes of available situations), phone and Email address, the object is that the costumer is satisfied.

 

FINISH THE ATTENTION.

 

We will keep a positive attitude, leaving the customer says good bye and answering to that we are in disposition to help.

 

CALL TRANSFER

We will transfer the call to another telephone referral in the following cases:

a.)       Request for information that we cannot provide the costumer:

Before to put on hold the customer, it is suitable, tell that in order to satisfy their needs, we need to find information either transfer to another person. Explain it and ask the costumer if is willing to wait or would prefer we call later once we have the information, or can call us after a reasonable time.

b.)       Interest of costumer to talk another person:

First we will discuss our costumer if it is possible or not to communicate with the person who has requested, and then we will asked the person to identify. Also, We will tell the caller the phone number of the person who want to talk about if there is a problem during the transfer of the call.

It is normal to be given one of these two situations:

1.            Inability to connect to the callee. (2 options):

 

1.1  The person is busy: If for any reason it will delay the possibility of speaking with the person who is needy, we will communicate the costumer and will ask if want to wait, or we will ask to call later or  will be called as soon as it is available.

 

1.2  The person is not present: It is recommended to use a phrase such as, "I'm sorry, but at this time the person cannot help you, could I help you?".

 

 

2.            When the call is finally transferred to the person call for, we must inform the identity of the customer. Otherwise, the advisor has to call again to request details from the caller.

 

 

CUSTOMERS SITUATIONS DIRECT TO MANAGEMENT AND SERVICES STAFF MISSING THE MOST ELEMENTARY EDUCATION RULES.

 

In these situations we must always keep in mind to  be calm so it does not result in an undesirable situation and gets worse.

In no time we must enter into a confrontation with the customer or put us on the same level of lack of education or rudeness although we think that our position is justified.

We will strive to create a more soothed and reassuring working environment to get the customer to change attitude and be able to remedy the situation. And in the latter case, if we are unable to redirect the situation or it is not possible, we will ask for the intervention of our directly responsible.