TELE HONE ETI QUETTE

Structure of the presentation
Basics Why is it important What it does for your customers Barriers to concentration Limitations of telephone Answering the phone Call transfer How to take a message Case studies

Telephonic Skills
The essence of dealing with people, politely and efficiently, over the phone

WHY ????
A friendly welcome sets the stage for a positive exchange of information When callers receive a friendly greeting, they are inclined to talk more openly

What it does for your Customers
This is emphatically reassuring and puts the customer at ease Tells him/her that you care It shows that you’re friendly It demonstrates to the customer that you are focusing on them

Why??
It’s a basic courtesy People who do 2 things at a time don’t do either one very well When you split your attention, you’re likely to lose something important the customer says

Barriers to Concentration
Internal
The mind can process information faster than most people talk  The mind has a habit of wandering  Pre -occupation

BARRIERS TO EFFECTIVE COMMUNICATION
Emotional Barriers Verbal Barriers Mechanical Barrier

EMOTIONAL BARRIERS
ATTITUDE
Lack of interest Negative personality Preconceived ideas

TIME PRESSURE
Overworked No time to prepare No time to take notes Failing to pass messages

VERBAL BARRIERS
VOICE Too high Too low Too monotonous WORDS Too fast Too slow Too much of jargon Complicated Negative Too much “I” & SPEECH Dialect Language Slang Swearing No questions

MECHANICAL BARRIERS
Unable to see the object of discussion. Faulty Equipment. Incorrect use of equipment. No writing material at hand. Distractions
Noise People Weather Interruptions Another phone / fax / telex

The Moral
Give the caller your undivided attention Focus on what the caller is saying Avoid distractions Do one thing at one time

Practices to Avoid
Avoid interrupting the customer. When you interrupt, you aren’t listening Let the customer talk, if you’re doing the talking, you wont learn anything Let the customer finish what

Facts vs. Assumptions
Normally follow an observation which provides the evidence leading to the fact Can be proven Leads to an agreement Can be made at any time with insufficient evidence or no evidence at all May not be proven Leads to an disagreement

The Moral
Don’t interrupt. Let the customer finish what they start to say Stick to the facts. Avoid assumptions Remain objective. Don’t jump to conclusions

Let ‘Em Hear you Listening

The customer's side
When a customer does not hear verbal feedback he might think:
“

I have been disconnected or put on hold” They’re just not interested”

“ “

My call isn't important to these people”

Why ??
In face-to-face conversations, you can give visual, signals, such as a nod or a raised eyebrow There are no visual signals on the phone.If you don’t give verbal feedback to show you’re listening, they wont know you

VISUAL
ACTIONS EXPRESSIONS/GESTURES POSTURE/WRITTEN FORM PICTURE/APPEARANCE

VERBAL
The words we use:
 Dynamic

words  Comforting words  Weakening,sensitive/risky words  Words that paint pictures……..

VOCAL
TONE PITCH RATE VOLUME DICTION ACCENT

FACE TO FACE

Vocal 38% Verbal 7%

Visual 55%

TELEPHONE
16% Verbal

Vocal 84%

What is Verbal feedback?
Verbal feedback are a variety of short responses that let the caller know that you’re listening and paying attention Verbal feedback responses include expressions like “All Right”, “I Understand”, “I’m making a note of that right

The Bottom Line
Give verbal feedback clues to let the customer know you’re listening

Use a variety of clues to avoid sounding bored or mechanical

Notes
Making notes is recommended. The human memory is not perfect Written notes give you a record of the customer’s name and message Tools to carry
 Paper

for taking notes  a pen or a pencil

Effective and Easy Note - Taking
Remember writing takes longer than saying it A good idea is to develop an abbreviations system for quick use Remember to prioritize information Always remember the objective of the call …..this will help you sort what information you would want to take note of

The Next Step
Paraphrase/Rephrase Read them back to the customer. Tell the customer what he/she said in our own words If the customer changes anything correct your notes and promptly read them back Helps you get the right information

Lets Revise
Always have a paper and pen/pencil by every phone Use a system of abbreviations to make note taking easier and effective Repeat or rephrase the message back to the customer

Basics of Service on the Phone
Answering the Telephone Putting callers on hold Transferring a call Ending a call

How to answer the phone
The way a company picks up the phone tells the entire story about the kind of service you can expect to receive How you answer the call sets the pace & tone of the entire call

How to put a customer on hold
Putting a customer on hold is a frequently faced situation, and more than often escalates to great levels The etiquette for putting your customers on hold will help you avoid becoming confused and be fuddled and thereby avoid the several negative moments of truth that customers associate with the telephone

Ask the customers if you may put them on hold
Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold
Does anybody know I’m here? Have I been forgotten? Why is this taking so long? Should I hang up? #*%*#

Wait for a response
“Can you hold”click is a situation so common that customers might be surprised to see you waiting for a response. The second part of of putting someone on hold is to wait for a positive response from the customer’s side. As soon as the customer agrees to hold say “Thank You” before clicking off

Tell the customers ‘Why’’
Most customers are very patient if they are politely informed as to why they must hold.They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate is doing while away from the phone

Give a time frame
Giving the customer a time frame helps kill the I-have-been-forgotten factor and has a calming effect. How specific the time frame needs to be depends on the length of time you think your customer might have to hold.Here are three examples with a suggested path of action. When the time for holding is

Short(up to 60 seconds) - This will take a few mome Long(1-3 minutes) This could take me 2 or 3 minutes Are you able to hold?

Thank the customer for holding
Saying “ Thank You” for holding is very basic, Good and common courtesy.This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience

RE
How to put a customer on hold
Tell the customers ‘Why’’ Ask the customers if you may put them on hold Give a time frame Wait for a response Thank the customer for holding

How to Transfer a call
Customers are prone to be least tolerant when being transferred over and over again.To customers this means that the staff is too overwhelmed to care or the company just doesn’t care for them

Explain why the call is being Transferred
The customer’s basic questions are
“where am I going? who am I going to?” By informing your customers whom they are being transferred to and why, you are answering one of the most basic questions

Also if a customer gets disconnected he can call back and ask for the person by name

Ask if the customer minds being transferred
Customers get angry if transferred, when they don’t want to be.Sometimes after being transferred several times a customer may just want to leave a message If the person is calling on a cellular phone this might be an expensive proposition Always ask if a customer minds being transferred

Ensure someone is there to pick up the call before hanging up
The simple step saves the customer the frustration to be transferred to someone who is not there By staying on the call till the recipient picks up, you are being responsible for connecting customers to a person who can help them

RE
How to transfer a call
Explain why the call is being Transferred Ask if the customer minds being transferred Ensure someone is there to pick up the call before hanging up Tell the person the customer’s name an purpose of call

Ending the c all
‘I always remember the last thing I heard.’ The ending is one the most critical part of the conversation The last 30 seconds of the call is what leaves the maximum impact on a customer’s mind It is critical to always end on a positive note

Key actions for Ending the call
Repeat any action steps that you and the customer have agreed upon Ask the caller if you can do anything else for him/her Thank the customer for calling and appreciate his effort and time Let the caller hang up first Write down any relevant

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