Handling Inbound Calls

Why Effective Inbound Call Handling is a Vital Part of Any Organisation

• Identify all the types of calls you receive
• Learn why inbound calls are to be encouraged
• Identify what upsets inbound callers
• Identify what can go wrong with call handling

How to Prepare for Call Handling Activity

• Building Your Confidence
• Physical Preparation
• Mental Preparation
• Receiving The Call
• Your Positive Attitude
• Your Telephone Voice

Understanding The Inbound Call Cycle

• Welcoming the caller in
  o Introduction and Identifying Yourself
  o Politeness and Attentiveness
• Warming the caller up
  o Listen and Probe the Caller
  o Confirm the Request
  o Propose Help and Solutions
  o Setting Expectations
  o Setting Time Lines
• Waving the Caller Goodbye
  o Closing The Call
  o "Anything Else?"
  o Saying "Thank you"

How to Take Messages

• What you record
• How you pass the message on
• Response ownership

Handling complaints

• Handling the anger
• Turning emotion into rational thought
• Using the complaint handling process to deal with the problem
• Capitalising on complaints