E-Learning Demo - Jacquie Palisi
Vocal Characteristics
Language
EnglishVoice Age
Middle Aged (35-54)Accents
North American (General) North American (US West Coast - California, Portland)Transcript
Note: Transcripts are generated using speech recognition software and may contain errors.
becoming a great negotiator is a skill which each of us has the ability to learn. It takes commitment and a good plan to be successful. Truly great negotiators not only know the strategies and tactics of the negotiation process, but also possess certain qualities or characteristics that bring them success. Welcome to the exalted coding systems E Learning module on the phone greeting process This is part of a group of modules encompassing many of the customer service activities in a typical repair center. This model focuses on the best practices for greeting a customer when they first call the repair center. Let's get started. This process begins once the quality standards from the marketing department have been met and a customer calls the repair center for the first time. For a copy of the marketing quality standards, click the Attachments tab. It ends when reporters built with the customer. An appointment is set for them to bring in their vehicle and information the estate in the est estimating system for follow up properly greeting the customer when they first contact the repair center is critical in developing a relationship with them. You only have a few seconds to make a good first impression. Having an established greeting process ensures you make that good first impression and helps earn the customer's confidence in trusting you as their advisor. It also provides complete and accurate information so the repair center can follow up on unsold estimates. The topics covered in this module are designed to help you achieve these objectives. This module includes three chapters, each covering an aspect of the phone greeting process throughout the module. We refer to additional information available from the attachments tab. You may want to save these documents or print them for future reference. Let's start by discussing the importance of having a positive state of mind when first connecting with the customer. When answering the phone, you must have the proper mindset. You should be friendly, engaging and empathetic the customer comptel when you answer the phone with a smile on your face. Once on the phone, listen carefully. Communicate effectively and at all times, put yourself in the customer's shoes promptly answering the phone by the third ring and following a script for answering the call, placing the customer on hold and when returning to the call, allow you to begin to make a connection with the customer. For example, you could answer by saying Good morning A are in collision. Ed speaking. How can I help you After you listen to their response, you should empathetically reply Remember, showing genuine empathy is key to the customer. Sensing that you really do care about them, you could then ask Could I please have your name and phone number in case we get disconnected? This is important in case you get cut off and need to call them back. If you must put them on hold immediately after you answer, You could say good morning A are in collision Ed speaking. Would you mind if I put you on hold for a few seconds? But before I dio may I first have your number in case we get disconnected. Then when you return, let them know you appreciate them waiting by saying I appreciate your waiting. How may I help you? People calling a collision center after an accident are more emotional than people calling to schedule an oil change with emotions ranging from embarrassment to frustration. As the conversation begins, consider where they're calling from and how they found your repair center they may be at the accident scene or they may be at home. They may have found your repair center online at P a 24 dot com or through their insurance company or fleet manager. They may be calling to get directions or to set an appointment after gathering the customers basic information. Listen carefully to determine their needs and acknowledge those needs with genuine empathy. Answer their initial questions directly and then take control of the conversation and proceed based on the information they provide. Remember having a positive state of mind and using a professional greeting script when first connecting with the customer helps make a good first impression and earn their confidence and trust in you as their advisor. As you take control of the conversation, ensure you have their name and correct phone number. This is key to building an ongoing relationship with them. Ask for the color year make and model of their vehicle so you can personally greet them when they arrive at the repair center. If you ask for their address at this time, be sure it is 100% accurate because it appears on all future documents and mailings. Finally, be sure to record any miscellaneous notes on a customer information form or in the profit net management system. As the conversation continues. Ask, have we repaired your vehicle for you before? If they reply, Yes, thank them for entrusting you to help them again. And, if appropriate, look up their information in your system, then treat them as a V I. B and B. Morris Emptive in your approach, since they are a repeat customer. If they reply, no, thank them for entrusting you to help them and proceed regardless of their response. Continue to take control by asking who will be responsible for payments on this repair? It could be the insurance company Fleet manager, a customer pay, or they may not know at this time. Their answer to this important question determines the path the greeting process takes. Let's look at each of these paths. Customers average a reported insurance claim every 10 years, so they appreciate guidance, patiently explained the process as if it were their first claim. Start by saying, we suggest you bring your vehicle in for a damage analysis so we can advise you on your options with regard to the repair process, often vehicle disassembly yields a more complete picture of the damage, and we can work directly with your insurance company to make sure everything is covered. If they indicate that an insurance company is the responsible party, follow up by asking which insurance company? If you are a DRP for that company, you can say we have an expedited approval process to make everything proceeds smoothly for you. All you have to do is bring the vehicle in for repairs will handle the rest. If you are not a DRP for that company, you can say we work closely with your insurance company and repair many of their vehicles so we can help guide you through their claims process. Then you should ask if it is their insurance company or if they're making a claim against the other drivers insurance company. This often dictates their approach to the claim influences the way the claims process works and tells you if a deductible needs to be collected. Finally, you could ask, Do you have a claim number? This tells you whether the insurer has acknowledged the loss and you can request in assignment or if you need to call them with claims information. Often, a driver will contact their insurance company from the accident site. The insurance claims representative gathers the necessary information and eventually asked them if they have a collision repair center in mind. At this point, the insurance claim rep may directly connect their customer with a collision repair center. A key skill for the repair center employees is to be able to convert calls from an insurance claims representative into an appointment with the vehicle owner and begin to establish a relationship as the vehicle owners trusted adviser team. In this video, you should have recognized how friendly, engaging and empathetic the repair center representative was to the customer. The focus from the beginning of the call was to keep listening and placing the customer's needs first while still collecting the vital information for billing purposes. Also, you should have noticed the amount of questions, the repair center representative asked the customer. This allowed her to accurately advised the customer and to ultimately take control of the call and schedule the specific date and time for the vehicle drop off teen. The process for a fleet claim mirrors the insurance process, with one notable exception. Fleet managers or third party companies often control where their vehicles are repaired and must give their approval before repairs can begin. Key skills for the custom representative presented tive, or CSR, include being able to convert an incoming call from a fleet customer into an appointment and making the customer's needs a priority while still capturing the vital information needed by the repair center and the fleet manager. Let's join a call in progress between a CSR and a fleet driver who has contacted the repair center after being involved in an accident.