Welcome

to Training on
Telephone Skills
Objective
* How to answer the phone.
* Demonstrate importance of good , professional
techniques .
* Emphasize that callers judge the whole company by
the way they are treated over the phone.
* Learn the Basic Telephone Skills.
 Be Prepared

* Have a pen and paper handy all the time.

* Use big Sheets of paper , so they don’t get lost

* Prepare yourself mentally to handle the customer

 Opening Up and Closing In

* Use open - ended questions to “ open - up “ a conversions .

* Use close - ended questions to close in on one area

and pin down specific facts or details.
And another good technique is _ _ _ _

*Remember - a series of abrupt or disjointed questions can

make callers uncomfortable .

* Use the “And …..” technique to gather information

without making callers feel they’re being interrogated .
Lead , don’t Push

* When callers are undecided ,use leading questions to

direct them to a decision

* Remember- the objective is to lead, not to push

 Control the conversation
* Take control of the conversation when a caller starts
to ramble

* Use the “Back on Track” technique

* Use more a direct approach when “Back on Track” technique

does not work
Know how to ask someone to wait
* Ask the customer if he or she is “able” to wait.

* Give people a choice of whether ready or not to wait.

* Some people will not be able to wait ,so handle their

needs immediately
Give the caller your Undivided Attention
* Don’t do other things while on the phone unless it
pertains to the call

* Don’t ignore the caller

* Always give the caller your undivided attention

Avoid Mouth Noises

* Noises over the phone are offensive to the caller

* The mouthpiece of the phone amplifies noises

* Avoid eating , drinking etc. when on the phone

Be Sincere
* When you say something mean it.

* Handle customer as if your job depends on it, it usually

does.

*You have an obligation to make a good impression for

the company.

* Be sincere and show conviction.

Forbidden Phrases/words
First forbidden phrase/word

I Don’t Know?

Let me find it out for you

Second forbidden phrase/word

We can’t do that

What we can do
Third forbidden phrase/word

You have to…

You’ll need to…

Fourth forbidden phrase/word

NO…

Don’t start the sentence with the word “No”

Fifth forbidden phrase/word

Just a second…

Give accurate time

 Five Forbidden Phrases/words

1. I don’t know  1. Let me find it our for you 

2. We can’t do that  2. What we can do 

3. You’ll need to 
3. You have to 

4. Don’t start the sentence with the word “No” 

4. No 

5. Give accurate time 

5. Just a second 
 HOW TO HANDLE
IRATE CUSTOMERS
I : Individual
R : Rare
A : Adorable
T : Talkative
E : Emotional
 The Ten Commandments
• Calm the customer down
• Have the confidence to deal with any customer/situation
• Be tolerant, courteous and patient
• Focus on the issue and not on the behaviour
• Look at the situation from customer’s perspective and not yours
• Avoid taking things personally
• Ask in-depth questions. Never guess or assume
• Listen effectively. Avoid multi-tasking
• Look for viable solutions
• Focus on what can be done rather than what cannot be done
The Caller’s anger is not directed at you personally
You will be able to handle most complaint calls
When handling a complaint call , never give excuses
 Remember…
Its Fun to be Good !!
Thank
You!!