telephone etiquette

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Soft Skills Training

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TELEPHONE ETIQUETTE:

TELEPHONE ETIQUETTE

Answering the Telephone:

1. Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness. 2. Greet the caller, e.g. “ hello ” , “ good morning ” . Good manners shows you respect the caller. 3. Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service. Answering the Telephone

Answering the Telephone:

4. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression. 5. The greeting is key, it sets the tone and style of the whole interaction. Answering the Telephone

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Good morning, thanks for calling the ABC Hotel. My name is XYZ. How may I help you? ”

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Telephone Etiquette Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804 Tone of Voice 86% Words 14%

Telephone Etiquette:

Customer forms a mental PICTURE of you P – PITCH I – INFLECTION C – COURTESY T – TONE U - UNDERSTANDING R – RATE E - ENUNCIATION Telephone Etiquette

Interviewing Techniques:

Interviewing Techniques

Interviewing Techniques :

Open-ended questions / Closed-ended questions Probing questions Linking questions Providing non-verbal encouragement Using supportive statements Showing empathy with your client Key words repetition Using the pause Using summaries Dealing with mistakes Counter productive questions Checking facts & asking for specific information Interviewing Techniques

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Self Motivation Determination Sense of Humor Self Esteem Professionalism Enthusiasm Persistence Flexibility Quick thinking Being Thick-skinned Personal Qualities For Phone Work

Tips for Telephone Etiquette:

Tips for Telephone Etiquette

Tips for Telephone Etiquette:

Before you answer, be prepared: Have your computer switched on. Have pens, pencils and notepad ready. In answering the phone: Answer calls promptly by the second or third ring. Smile as you pick up the phone. Use your ‘ telephone ’ voice, controlling your volume and speed. Project a tone that is enthusiastic, natural, attentive and respectful. Greet the Customer, identify your Company and yourself. Tips for Telephone Etiquette

Tips for Telephone Etiquette:

In the course of the conversation: Focus your attention on the Customer. Enunciate/articulate clearly. Speak distinctly. Use simple English – avoid Jargon and Acronyms. Use action specific words and directions. Use the Customer ’ s name during the conversation. Always speak calmly and choose your words naturally. Tips for Telephone Etiquette

Tips for Telephone Etiquette:

Avoid forbidden phrases: “ I don ’ t know. ” “ I/we can ’ t do that. ” “ You ’ ll have to…. ” “ Just a second. ” “ No. ” Tips for Telephone Etiquette

Handling Irate Customers:

The first step in handling an Irate Caller is to simply hear the other person out. Listen intently . Allow the Customer to vent some frustration. Empathizing allows you to understand another person ’ s motives without requiring you to agree with them . Handling Irate Customers

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5 Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Opening the Call (Greeting & Introduction) Building Rapport & Identifying Customer Need (Question) Collecting/ Verifying of Information (Paraphrase) Provide Customer Solutions, Alternatives or Information Get Customer Buy-in; Establish Next Steps; Close the call (Summarize)

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MMM TRAINING SOLUTIONS Landline: +91-44-42317735 Cell: +91 9677044366 Cell: +91 9677040908 Email: [email protected] Website: www.mmmts.com Contact Information Pramila Mathew CEO & Executive Coach Vikas V. Vice-President Training

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