How can we take a good call with the customer?

Taking Calls with the customers is a technique which requires good communication skills in the executive, telephone etiquette skills, effective listening skills, grasping the customer, good confidence level, building a rapport with the customer, intonation in the sound, politeness, etc. If an executive have this skills during the call then he could be told as a good agent who takes call. Here we will learn how to take good calls, and how to open a call.

How to take a Call?
Below we have mentioned some points which need to be considered during the calls, by following these you can easily take a good call. It comes under the opening of a call. Here are the 6 steps to take a good call.

1. Opening: There are two types of Opening in a call.


(i) Assumptive Opening: An opening which is started by taking the name of the customer or a commercial organization on a call can be said as an assumptive opening. In day to days life everybody uses the assumptive format of opening on a call. But as per Collection Process are concerned they are also the one who uses this type of a call format for their business. As this helps them to find the customer in their first attempt only. And the customer can't lie afterwards that he is not the one for which the organization is searching.
Examples Of Assumptive Opening:
1. Hello! Mr. Ram (Person)
2. Hello! Mrs. Tina (Person)
3. Hello! KK Brothers (Organization)


(ii) Formal Opening: A formal opening can be said as an opening where the executive asks for the person whom he wants to speak. Here the receiver is asked that May I speak to Mr./Mrs. XYZ. Here the caller is not sure that whether he is speaking to the right party or not. That's why he needs to confirm the right party.
Examples Of Formal Opening:
1. Hello! May I speak to Mr. Dinesh
2. Hello! May I speak to Mrs. Rita

2. Greeting: A respect or it could be said as a wishing given to the receiver on the call can be said as a greeting. Normally every people are using greeting each others on the call as well as when they are not on the calls. But i need to show you about the greetings which are mostly used on the calls. They are Good Morning, Good Afternoon, Good Evening, Good Day, etc. Now you will say that only Good Night is missing why don't you write that but I will let you know that in professionalism when there is a time of night also, everybody must use the greet as good evening not good night.

3. Introduction of Self and Company: This is one of the important part of the call, as by this part only the customer knows about, whom he is talking to, from which organization, purpose of the call and etc. details.
Example:
1. Myself Sameer, calling on behalf of ICICI Bank regarding your personal loan payment.
2. My name is Rita calling from Kotak Mahindra regarding your Insurance premium.

4. Negotiations: In this part the agent or the executive negotiates with the customer on the product, prices, its policies, rules, and procedures and etc. by following his Quality guidelines and parameters. He must be negotiating in such a way that at the end the customer does not become irate, or harassed by the caller. He must call in such a way that customer appreciates him and helps the organization by free marketing with the words of mouth.

5. Summarize: Summarizing is nothing but a small repeat information which had been done on the call previously. This is one of the important part as summarizing helps us to know that the hard work which the executive had done in the call by teaching the customer on the various products, policies, rules and procedures, whether have been understood by the customer or not. In this the customer gives a reply at the end such as yes or no. If yes he had understood, if no then the executive had to do the hard work again.

6. Closing: It is a script used in every call at the end when all the negotiations with the customers are finished. A closing is done by giving respect to the customer at the end.
Examples:
1. Thank you! for making the payment and have a nice day.
2. Thank you! for giving your precious time and have a nice day.
3. Thank you! for calling XYZ(Company Name) and have a nice day.