Presentation on theme: "Telephone Etiquette Building Extensions Brand through…"— Presentation transcript:
Telephone Etiquette Building Extensions Brand through…
Why is telephone skill important? When you are on the phone with a customer or client, YOU ARE THE SINGLE representative of your organization. In other words,
Rules for Telephone Communication: 1. Treat your telephone visitor as if he or she were present. - When people call your office, as far as they are concerned you are the organization. - If you sound cheerful, clear, and interested, the callers attitude toward your organization will be a good one. - Would you play solitaire if a customer was in your office with you?
How Do Your Rate Your Telephone Voice? Has Needs VITALITY____ ____ EXPRESSION ____ ____ NATURALNESS ____ ____ PLEASANTNESS____ ____ INTELLIGIBILITY____ ____
How Do You Look When You Talk on the Telephone? InterestedNeutralBored PleasantNeutralUnpleasant CalmNeutralAgitated InvolvedNeutralDistracted When are some times when you have to worry about looking or sounding this this?
Rules for Telephone Communication: 2. When receiving calls: Answer promptly to show that you are alert, courteous, and efficient. (2 rings) Use all 5 parts of the answer (next slide) Use the callers name to personalize the message. Listen carefully to avoid asking the caller to repeat. Be tactful and give the impression that you really want to be of assistance Take helpful messages. Keep and paper and pencil handy. Summarize and feed back the information to the caller for verification.
Five Parts to Your Answer: 1.Smile 2.Welcome the caller 3.Announce the office 4.Introduce yourself 5.Let them know you're here to help them.
When making acknowledgements… Dont Say:Better: Yeah or OkayCertainly Wait a minuteDo you mind waiting while I check on that for you? Hold on or Hold the lineWould you like to hold or may I call you back? Just a minuteOne moment please…Ill find out No problemYou are very welcome or my pleasure.
Rules for Telephone Communication: 3. When handling complaints by telephone… Convey sincere interest and concern Remain calm and courteous Dont make promises for others If there is a question you cannot answer, or the caller becomes unreasonable, contact your county director and refer the call. Thank the client and close the conversation naturally. Follow through on any questions or complaints.
When handling difficult customers… Dont Say:Better: Youll have to talk to Mr. Smith about that. Mr. Smith handles that. May I transfer you. I dont know anything about that. Im sorry. That information is not available through this office. You didnt talk to me. I didnt take your call. Im sorry Mrs. Jones. I will be glad to take care of that for you. You must _____Would it be convenient for you to ____________?
Rules for Telephone Communication: 4. When making a telephone call: Check the level of distraction around you before deciding to make the call. Identify yourself and the Extension office. Clearly state your purpose for calling. Dont waste time. Have a list of items to be covered.
Rules for Telephone Communication: 5. End the conversation in a positive manner. End on an upbeat note. Summarize any action to be taken.
When closing… AVOID All righty Bye Yeah Okie Doke See ya later BETTER Thank you for calling Payne County Extension Youre welcome…have a good day. I will get that report to you in the mail immediately…have a nice afternoon.
Rules for Telephone Communication: 6. Always return missed calls. Within 24 hours is best At least within 48 hrs If you dont want to talk to them, have some one else call them back. The same applies to e-mailsRESPOND. Even something as simple as thanks or I got it will work.
Other things to think about: Leaving a voicemail Keep them professional Once youve left a voicemail, dont pester. (allow 6-12 hours). Dont hide behind voicemail Cell phones (business) Turn it off, if possible, during meetings Do not check for messages during meetings If you are expecting an important call, let your client know in advance.