Introduction:
Quality assurance (QA) is a system that sets and maintains requirements to meet the internal quality standards of our calls, enhancing customer confidence, improving call handling process, and enhancing company credibility. This is to guide you on your journey in taking in calls.
General Call Handling
Do's
Speak clearly and use a friendly tone: The actual words you use only have a small impact on how someone understands you. Most of your words’ meanings come from your tone of voice.
Sound polite and professional: Most of the customers' prefer more casual speech when talking with customer service.
Listen to the customer: Customers will feel better about the experience if you show you understand the reason for their call. You can provide more efficient assistance by first taking in all the information.
Take responsibility: It is important to do as much as you can or are allowed under the company’s policy and to work the call through until its end.
Don'ts
Interrupt escalated customer: Listen to the customer and get as much information as you can before trying to tackle the issue.
Tell an escalated customer to calm down: Telling an irate person to calm down almost always has the opposite effect. Instead, reply in a calm, friendly tone and sympathize with the difficulty the caller is having.
Stay silent: Too much Dead air on the phone makes the caller uncomfortable, Give them updates on what you are doing or make small talks while making progress.
Long Hold: Be mindful when putting callers on hold and ask their permission ahead of time. Limit hold times and check periodically with the caller.
Do's when handling cancellation calls
Address the customer by name unless asked to otherwise.
Be patient, listen and understand the reason for the call.
Acknowledge what the customer is saying and Empathize if needed.
Use the proper way of putting the call on hold and get back to the customer every 2 minutes.
Always attempt to save the appointment.
Explain the next step.
Set proper expectations to let the customer know what's going to happen next.
Always mention the company name at the opening of the call and before closing.
Ask the customer if they have any other questions before closing the call.
Mirror the customer's behavior on how they act and speak to assist them effectively.
Keep it short and simple. Go straight to the point.
Don'ts
Arguing with the customer.
Dropping the call.
Putting the customer on hold without their permission.
Giving incorrect information.
Promising something that's out of your capabilities.
Giving customer assurance but not following through.