1. YMCA Telephone Standards YMCA of Regina

2. YMCA Telephone Standards

3. Telephone Communications Staff spend between 30% and 60% of their time using the telephone z Tone of voice has a dramatic impact on how people receive our messages. How you say it is more important than What you say!!

4. Telephone Communications The impact of the three dimensions of communication are as follows: Verbal words7% Tone38% Body language55% Now, take that same information and apply it to telephone communications Verbal words16% Tone84% Body language0%

5. Telephone Communications Our tone of voice can be improved by: xSmiling xGood posture xRelaxed breathing The Cliché you never get a second chance to make a first impression-should be posted next to anyone who answers the telephone

6. Telephone Communications Listening plays a key role in the selling process ywe can think about 500 words per minute ywe can speak only 150 words per minute yThat leaves about 350 words per minute of thinking time available

7. Telephone Communications You can focus your telephone customers attention on your message and help them listen better by: yvarying your voice pitch yvarying your speed of speech yasking ?s You can improve your telephone listening skills by: yasking ?s ywriting key points yvisually focusing on an object to reduce distractions

8. YMCA Telephone Standards

9. YMCA Telephone Standards Initial Greeting zAnswer the phone within 3 rings zSpeak clearly zExtend a greeting zIdentify the YMCA (if it is an incoming call) zTell them your name Hello. YMCA of Regina, Tracey speaking. How may I help you

10. YMCA Telephone Standards Initial Greeting Speak Clearly - Slow down. Speak loudly and distinctly. Keep mouth clear of all objects (gum, candy, pens, food, coffee) Do not start to speak as soon as you pick up the phone - wait until the receiver is all the way to your mouth.

11. YMCA Telephone Standards Determining Caller Needs Let the member talk zwait for them to finish what they have to say zlisten to their needs Probe to identify who they are, their needs and main points ztake notes for better recall zrestate some of the main points to clarify & reinforce their message zask open ended questions what or how zverify information Did you say you are interested in a family membership?

12. YMCA Telephone Standards Determining Caller Needs zAsk caller their name. Could I ask who is calling May I ask you your name zAsk caller what membership/programs/general information they are interested in. (Ask for specifics) May I ask you what information you are interested in zAsk caller if membership/program/general information is for them or family members or both. May I ask if the information is for you or is the information for several people zDetermine if the caller is a member or a non-member. May I ask if you are a member or a non-member

13. YMCA Telephone Standards Membership Inquiries Member services staff should be comfortable clearly communicating the following information: zMembership services and benefits. zMembership fees and payment options zVarious methods of payment(Cheque, Auto withdrawal, credit card, cash, etc.) zBuilding Fee Program zCancellation/Hold Policies zMembership Assistance Program - Charitable nature of the YMCA

14. YMCA Telephone Standards Program Inquiries Member services staff should be comfortable clearly communicating the following information: zall program services and benefits. zprogram fees zbenefits of being a member vs. a program participant zThe various methods of payment zThe program cancellation policy zMembership/Program Assistance Programs are clearly explained (Both in terms of recipients and donors)

15. YMCA Telephone Standards Directing a call zWhen the caller asks for a specific staff by name and the staff person is available. (not on the phone, in program, or busy with a guest) The standard is: CallerCould I speak to Corinne StaffOne moment please while I transfer the call zWhen the caller asks for a specific staff by name and the staff is either on the phone, with a member, or in program. Staff with voice mail CallerCould I speak to Corinne StaffI am sorry Corinne is not available at the moment. Would you like to leave a message on her voice mail or can I help you?

16. YMCA Telephone Standards Directing a call zWhen the caller asks for a specific staff by name and the staff is either on the phone, busy with a customer, or in program and does NOT have voice mail. CallerCould I speak to Ian? zStaffTry and locate Ian and say Please hold while I locate him. If unable to locate Ian StaffI am sorry I am unable to locate him at the moment. Could I take a message and forward it to him?

17. YMCA Telephone Standards placing a caller on hold When talking on one line and another call comes in: zPut the first person on hold - but only if you have first asked permission to do so (May I…) and wait for a response. zAnswer the second call with a phrase like, Good afternoon, YMCA. This is Susan. Would you like to hold or can I transfer your call. If No, then May I take your name and number so that I can call you back within the next 15 minutes, or would you prefer to hold? Thank you. Asking permission and giving options is the key. zReturn promptly to your first caller. A warm, quick thank you for waiting is courteous and helps lead into the continuation of the conversation zIdeally - calls should not be left on hold for any longer than two minutes

18. YMCA Telephone Standards Concluding a Call zRepeat your name if you need any further information, my name is Cathy zAsk Caller, by name (if they have shared it) and if they have had the opportunity to tour our Centre. zInvite them for a visit, indicate the best time to come and inform them that it will take about 25 minutes for a tour zOffer to mail or Fax caller appropriate information. Example: membership brochure, program guide etc. zThank them for calling (We look forward to seeing you in our facility) zAlways hang up last

19. YMCA Telephone Standards Handling difficult calls zTake responsibility for the call - ensure the buck stops with you! zBe polite zLet them vent zRespond with courtesy and empathy zCalmly restate their issues - ask if you have it right zUse the L.A.S.T. Principle

20. YMCA Telephone Standards Handling difficult calls What to do with the complaint??????????? zThe best response is providing the member with an immediate correct response zIf you cannot supply an answer, ask for some time to research their request or complaint. Get their name and number, give them your name, and return their call within 24 hours. zIf you are not sure you can help be honest - but ensure the member knows you will find someone who can help (preferably the Manager on Duty or appropriate supervisor)

21. YMCA Telephone Standards Final Assignment: zUse the Regina YMCA EYE (External YMCA Evaluation) Survey Results to improve our YMCA systems & procedures yCall another YMCA yCall another business yCompare the results and best practices used