What are the 7 P’s to Achieve Call Handling Excellence
A caller’s first experience of an organization is the cornerstone for how they can think of it for the rest of their lives. And, since users rely heavily on nonverbal communication when conducting business in person, it is critical to keep their P’s in mind when conducting business over the phone. The 7 P’s can be used to achieve call handling excellence:
Prepare:
With so many other contact options available to customers these days, such as email, chat, and online forms, when someone decides to pick up the phone and call their business, they expect a quick response.
Present:
There’s nothing like talking on the phone with someone who doesn’t seem to be there during the chat.
Polite:
To be polite is not just to say, excuse and thank you. It’s all about treating their caller with the same respect and consideration that they would demand from others while conducting business over the phone.
Patience:
The user must be stable, uniform and avoid provocation. When people feel that something is stopping them from achieving an aim, they are said to become impatient.
Personable:
There is no question that there is a disconnection during the telephone company. As a result, the user must use his communication skills to the full, if a person is personal on call. User should bear in mind that every voice they hear belongs to an actual individual.
Professional:
The ability to communicate plays an important role in phone professionalism. The tone, pitch of the voice, rate of expression, articulation, speech and diction are all significant. Until responding and listening to callers, the phone agents smile. This can seem dumb, but, for a physiological reason, it enhances the perception of callers’ clarity.
Proactive:
One thing that is common for all callers is their inability to feel unsure after an appeal is over. Although an essential component of call handling is to take an excellent message, a message is intended to support internal operations. It won’t do anything for the peace of mind of the caller regardless of how good the message is.
