logging in or signing up Interpersonal-Skills- Phone Handling imprintcenter Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 745 Category: Education License: All Rights Reserved Like it (1) Dislike it (0) Added: December 26, 2010 This Presentation is Public Favorites: 1 Presentation Description No description available. Comments Posting comment... By: rahu_indian (7 month(s) ago) Hello... Nice presentation... I would appreciate if you could pls send this ppt to.. rahuld_indian@yahoo.com... thnk u.. Saving..... Post Reply Close By: imprintcenter (7 month(s) ago) Good Morning, Thank you for appreciating my work. I've mailed you the presentation. Hope its useful. - Imprint training Center Saving..... Edit Comment Close By: Jasminedp (9 month(s) ago) Hi...Thia information is very helpfull and can u send me this presentation pls.. jasmine.datapoint@gmail.com.. thanx Saving..... Post Reply Close By: imprintcenter (9 month(s) ago) Good Morning, Thank you for appreciating my work. I've mailed you the presentation. Hope its useful. - Imprint training Center Saving..... Edit Comment Close By: jadwani (11 month(s) ago) Thanks for sending the presentation............ it has really done a value addition to my work Saving..... Post Reply Close By: imprintcenter (9 month(s) ago) Good Morning, Apologies for replying back late. I'm glad my presentation & work could be of some help to you. Really appreciate your comments. Thank you - Imprint Training Center Saving..... Edit Comment Close By: jadwani (11 month(s) ago) Requesting you to share this presentation with me. deepth.jadwani@gmail.com Saving..... 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See all Premium member Presentation Transcript Interpersonal & Soft Skills : Phone Handling Interpersonal & Soft Skills Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Interpersonal Skills . . . : Interpersonal Skills . . . refer to the mental and communicative methods used during social communications and interactions to reach certain effects or results are used in business contexts to refer to the measure of a person’s ability to operate within business organizations. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Interpersonal Skills . . . : Interpersonal Skills . . . Participation and teamwork Contribution to unit morale Working cooperatively with the public, peers and subordinates; and Accepting advice and counseling from superiors Annual Employee Reviews rate from a “Needs Improvement” to “Outstanding” in the areas of: Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Social Skills : Social Skills Greet in a positive and professional manner Allow caller to explain themselves fully Respond to caller’s requests satisfactorily Advise the caller of what will happen next Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Social Skills : Social Skills What is your responsibility? You are to . . . . Guide and control the conversation to obtain the information needed to meet each customer’s needs. Provide answers to the customer’s requests to the best of your knowledge and skills. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Communication Skills : Communication Skills Citizens are already anxious. To ease the tension within the first 60 seconds . . . Greet the caller in a friendly voice Speak clearly at a moderate speed State your name and agency Ask how you can provide assistance Verbal Communication - Starting A Conversation Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Communication Skills : Communication Skills Verbal Communication – Ask Questions to: Get or clarify information from the customer Express interest in the customer Aid customer to help themselves A – Assess S – State K – Know Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Listening : Listening Good listening can be learned It requires: Your willingness to learn Skills to help you listen more effectively, and Continual practice Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Non Verbal Communication : Non Verbal Communication What are some of the things that may hinder Listening? Barriers Being a good listener means identifying and overcoming barriers Most barriers are derived from 3 sources: The environment The customer You Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Guiding Customer Conversations : Guiding Customer Conversations Barriers to Listening Visual distractions that inhibit effective concentration Tiredness Customer speaking too fast or with an accent (cultural diversity) Customer speaking too slowly or too much Poor connection on the phone Noisy workspace Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Active Listening : Active Listening Helpful Tips Demonstrate that the caller has your full attention Let the customer speak without interruption Ask the speaker to repeat anything you did not understand Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com A Way With Words : A Way With Words Words customers don’t want to hear: Can’t, Won’t, Impossible My computer is slow, down Humming or singing Chewing Cell phone music or ringing Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Positive Language : Positive Language AKA Body Language is the art of using words and phrases to create a positive image in the customer’s mind. It . . . lets the customer know what you can do, not what you can’t shows enthusiasm and sincerity reflects an attitude of true service and reinforces your commitment to doing your best Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Phone Conversations : Phone Conversations As a Customer, which of the following statements would you prefer to hear? “Our computers are slow/down, and I can’t get the information for you right now. Can you call back tomorrow?” “Sir, I need to place you on hold while I research the information, is that ok?” Upon returning to caller, thank them for being patient. Your attitude is reflected not only in your voice, but also in the steps you take to relate to your customers. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Ending Conversations : Ending Conversations Without an effective ending customers might: Be confused about what will happen next Miss an important detail that just didn’t come up in the conversation Hesitate to take further action Not feel that your agency has any interest in them Waste time contacting another agent and have the same conversation Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Helpful Reminders : Helpful Reminders Put Yourself in Caller’s Shoes Listen Repeat Apologize Acknowledge Explain Thank Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
Interpersonal-Skills- Phone Handling imprintcenter Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 745 Category: Education License: All Rights Reserved Like it (1) Dislike it (0) Added: December 26, 2010 This Presentation is Public Favorites: 1 Presentation Description No description available. Comments Posting comment... By: rahu_indian (7 month(s) ago) Hello... Nice presentation... I would appreciate if you could pls send this ppt to.. rahuld_indian@yahoo.com... thnk u.. Saving..... Post Reply Close By: imprintcenter (7 month(s) ago) Good Morning, Thank you for appreciating my work. I've mailed you the presentation. Hope its useful. - Imprint training Center Saving..... Edit Comment Close By: Jasminedp (9 month(s) ago) Hi...Thia information is very helpfull and can u send me this presentation pls.. jasmine.datapoint@gmail.com.. thanx Saving..... Post Reply Close By: imprintcenter (9 month(s) ago) Good Morning, Thank you for appreciating my work. I've mailed you the presentation. Hope its useful. - Imprint training Center Saving..... Edit Comment Close By: jadwani (11 month(s) ago) Thanks for sending the presentation............ it has really done a value addition to my work Saving..... Post Reply Close By: imprintcenter (9 month(s) ago) Good Morning, Apologies for replying back late. I'm glad my presentation & work could be of some help to you. Really appreciate your comments. Thank you - Imprint Training Center Saving..... Edit Comment Close By: jadwani (11 month(s) ago) Requesting you to share this presentation with me. deepth.jadwani@gmail.com Saving..... Post Reply Close By: imprintcenter (11 month(s) ago) Good Morning. Thank you for appreciating my work. I've mailed you the presentation. Hope its useful. - Imprint Training Center Saving..... Edit Comment Close By: ziaulhaqfurquan (15 month(s) ago) ppt is xlnt. plz snd to me. my mail id is mdziaulhaq@gmail.com Saving..... Post Reply Close By: imprintcenter (15 month(s) ago) Good Morning. Thank you for appreciating my work. Have mailed you the PPT. Hope its helpful. Have a great day!!! Imprint Training Center Saving..... Edit Comment Close loading.... See all Premium member Presentation Transcript Interpersonal & Soft Skills : Phone Handling Interpersonal & Soft Skills Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Interpersonal Skills . . . : Interpersonal Skills . . . refer to the mental and communicative methods used during social communications and interactions to reach certain effects or results are used in business contexts to refer to the measure of a person’s ability to operate within business organizations. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Interpersonal Skills . . . : Interpersonal Skills . . . Participation and teamwork Contribution to unit morale Working cooperatively with the public, peers and subordinates; and Accepting advice and counseling from superiors Annual Employee Reviews rate from a “Needs Improvement” to “Outstanding” in the areas of: Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Social Skills : Social Skills Greet in a positive and professional manner Allow caller to explain themselves fully Respond to caller’s requests satisfactorily Advise the caller of what will happen next Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Social Skills : Social Skills What is your responsibility? You are to . . . . Guide and control the conversation to obtain the information needed to meet each customer’s needs. Provide answers to the customer’s requests to the best of your knowledge and skills. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Communication Skills : Communication Skills Citizens are already anxious. To ease the tension within the first 60 seconds . . . Greet the caller in a friendly voice Speak clearly at a moderate speed State your name and agency Ask how you can provide assistance Verbal Communication - Starting A Conversation Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Communication Skills : Communication Skills Verbal Communication – Ask Questions to: Get or clarify information from the customer Express interest in the customer Aid customer to help themselves A – Assess S – State K – Know Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Listening : Listening Good listening can be learned It requires: Your willingness to learn Skills to help you listen more effectively, and Continual practice Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Non Verbal Communication : Non Verbal Communication What are some of the things that may hinder Listening? Barriers Being a good listener means identifying and overcoming barriers Most barriers are derived from 3 sources: The environment The customer You Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Guiding Customer Conversations : Guiding Customer Conversations Barriers to Listening Visual distractions that inhibit effective concentration Tiredness Customer speaking too fast or with an accent (cultural diversity) Customer speaking too slowly or too much Poor connection on the phone Noisy workspace Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Active Listening : Active Listening Helpful Tips Demonstrate that the caller has your full attention Let the customer speak without interruption Ask the speaker to repeat anything you did not understand Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com A Way With Words : A Way With Words Words customers don’t want to hear: Can’t, Won’t, Impossible My computer is slow, down Humming or singing Chewing Cell phone music or ringing Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Positive Language : Positive Language AKA Body Language is the art of using words and phrases to create a positive image in the customer’s mind. It . . . lets the customer know what you can do, not what you can’t shows enthusiasm and sincerity reflects an attitude of true service and reinforces your commitment to doing your best Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Phone Conversations : Phone Conversations As a Customer, which of the following statements would you prefer to hear? “Our computers are slow/down, and I can’t get the information for you right now. Can you call back tomorrow?” “Sir, I need to place you on hold while I research the information, is that ok?” Upon returning to caller, thank them for being patient. Your attitude is reflected not only in your voice, but also in the steps you take to relate to your customers. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Ending Conversations : Ending Conversations Without an effective ending customers might: Be confused about what will happen next Miss an important detail that just didn’t come up in the conversation Hesitate to take further action Not feel that your agency has any interest in them Waste time contacting another agent and have the same conversation Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Helpful Reminders : Helpful Reminders Put Yourself in Caller’s Shoes Listen Repeat Apologize Acknowledge Explain Thank Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com