How to entertain the call in a proper manner
AOA, PTCL Directory Service, How may I help you?
How to tackle the customers on the call
After opening greeting CSR has to acknowledge the customer by saying.
For Example: Agar customer ko Habib bank ka number darker he tau us se pooche kay
â€œSir kya me Jan sakta /sakti hoon he aap ko kis branch ka number darker hayâ€. If the customer wants any particular branch and CSR has to ask which particular position / designation number you want.
If the number is available of the desired requirement of the customer then CSR has to convey the information in this format â€œSir Number note farmayehâ€ and if the number ...view middle of the document...
Finding & identification:
If the number is not search by the CSR then agent has to ask the following particulars.
â–ª Search through Address
â–ª Search through Designation
â–ª Search through Related Department
Call holding procedure:
Sir/Ma'am Can you please hold for a While?Â OrÂ would you like to hold for a whileÂ
If Customer agrees then sayÂ Thank YouÂ
Then Put them on HoldÂ
After Un holding the customer:Â Thank you for holding Sir/Ma'amÂ orÂ Thank you for being on the line
SirÂ Â kya app hold kerna pasand farmaye gayÂ orÂ Sir kya app Intezar kerna pasand fermaye gayÂ orÂ Bara-e-Meharbani Hold Farmaye/KijiyeÂ orÂ Sir kya app mere sath Online Rehna Pasand farmaye gayÂ orÂ Please Hold Farmaye/Kijiye ga
If Customer agrees then sayÂ ShukriyaÂ
Then Put them on HoldÂ
After Un holding:Â Hold Kerne ka Shukriya Sir/Ma'amÂ orÂ Sir Intezar kerne ka ShukeriyaÂ orÂ Sir mere saath Online Rehne Ka Shukeriya
For hyper customers:
If the customer is so much due to our services then CSR has to use magical words like â€œSorryâ€, â€œI really apologizeâ€ etc.
Sir me bahut mazrat khawa hoon k aap ko itni pareshani ka samna karna parha, main aap ko doosra number Farham ker deta hoon/deti hoon
Chance to value added:
If the number is conveying through IVR then CSR has to inform the customer that the number is provided by the recording. If there is some extension then CSR also inform the customer that the number has following lines.
PTCL Call kerna ka Shukeriya Allah Hafiz
Thank you for calling PTCL Allah hafiz
If the conversation was in English then greeting should be in English or vice versa.