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Telephone Telephone Conversation Conversation

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Today's technology allows you to handle more customer service calls than ever before. But when telephone personnel lack call management skills, the only thing you get from all that technology is the ability to serve more people poorly. That means losing customers - and profits.

BasicBasic TelephoneTelephone TechniquesTechniques

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Objectives:Objectives:

The purpose of learning telephone etiquettes is to:

Understand the importance of telephone conversation

Practice good telephone techniques and telephone manners

Use appropriate language during telephone conversations

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Mutually exchange effective call greetings as a caller and receiver

Speak with an modulated, effective telephone voice

Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects

Manage difficult Calls

Learn to manage stress levels during calls

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The importance of The importance of Telephone Telephone Communication Communication It is

– An indispensable means of communication

– Quickest means of communication– Has all advantages of face-to-face

conversation– An effective management tool

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Features of effective Telephone Features of effective Telephone ConversationConversation

Brevity:CourtesyClarityPrecision

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Brevity:Brevity:

– Conversation should be brief– Be conscious others are in queue– Be prudent [in money] while conversing– Use right words and condense the

message– Be clear in your utterance

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Plan your speechHave clear focus on the purpose of

talkAvoid gossipAvoid personal conversation

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CourtesyCourtesy

Flow and effectiveness of conversation depend upon courtesy:– Pleasantness– Politeness– Warmth– Human touch

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Fail notFail not

To relate cordiallyTo avoid wrong and offensive

addressTo refrain from suspectingTo prevent a sense of insecurityTo prohibit expressing anger and

hatred

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Do notDo not

Use deference to flatter Be ignorant of cultural background Use wrong intonation patterns to

convey moods

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Clarity Clarity

Most significant feature of telephone conversation

Helps to receive the right feedbackWithout it the purpose of

conversation is lost

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DoDo

Focus on purpose Listen carefully Speak to the point Examine the assumptions before talking Be thorough with the language Choose right words Use correct pronunciation & intonation

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PrecisionPrecision

Conveying idea exactly wanted by one

speaking to the purpose with verbal mastery

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Do notDo not

Be less seriousBe confusedTry to convey more than one ideaUse terms casuallyIgnore pauses & rhythm

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Telephone Etiquettes Telephone Etiquettes

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Etiquette Essentials From Etiquette Essentials From Start to FinishStart to Finish

Greet

Appropriate greetings and endings to calls help build a

good rapport, avoid misunderstandings, and wasted time.

The three elements of an appropriate greeting are:

1. Identifying your company

2. giving your name and job title/department

3. asking how you can help the caller.

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Creates good impression

First positive impression

lasts long

Caller: // Good morning/ I am CEO calling from Bi Berry company// How do you do//….Speaker:// Good morning/ Fine, thank you/ How do you do//

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Do -Take control of the call while holding and transferring calls - End the call efficiently and positively

-Respond quickly - excuse yourself when needed to attend another phone call .

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“Check in” with your caller and say“It will take me a few minutes more to find that information; do you wish to wait or shall I call you back?”

Thank him/her for waiting or apologize for taking more time

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Do not

- give an impression that you are

cold and impassionate - hesitate to communicate readily.

- talk rapidly or very slowly to

give an impression you are impatient,

lazy, lethargic and forgetful.

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What You Mean: Tell the Caller:

"He/She is out.""He/She is not in the office at the moment. Would you like to leave a message on his/her voicemail?"

"I don't know where he/she is.""He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?"

"He/She is in the men's/ladies room.""He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?"

"He/She hasn't come in yet.""I expect him/her shortly. Would you like to leave a message on his/her voicemail?"

"She/He took the day off.""She/He is out of the office for the day. Can someone else help you or would you like her/his voicemail?"

"He/She doesn't want to be disturbed."

"He/She is unavailable at the moment. Would you like to leave a message on his/her voicemail?"

"She is busy""She is unavailable at the moment. Would you like to leave a message on his/her voicemail?"

Conversation Techniques

Acceptable Responses

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Avoid Verbal Barriers to CommunicationAvoid Verbal Barriers to CommunicationWe know that people resist being told they “have” to do anything! Here are a few expressions to reflect upon:

NOT THIS BUT THISAre you indifferent?“Hold on...” “Do you mind waiting while I

check that for you?”

“You’ll have to check with “Mr. X is handling that matter. Mr. X. May I have him get in touch

with you?” Are you arbitrary?“You have to.... “Will you please ask Mr. Jones“You need to... to call Mr. B?”

Are you tactless?“Who’s calling?” “May I tell her who’s calling,“What is your name?” please?”

“May I ask your name?”Are you casting reflections?“I don’t know where he is.” “Mr. X isn’t in the office just “He hasn’t come in yet.” now.” He’s still out to lunch.” “May I have him call you later?”“