Presentation on theme: "ENHANCING CUSTOMER SERVICE BY TELEPHONE"— Presentation transcript:
1ENHANCING CUSTOMER SERVICE BY TELEPHONE Oral Wise, MBA/MHADirector, Ambulatory ServicesWakeMed North Healthplex
2OBJECTIVES Understand the importance of excellent telephone skills. Identify 10 basic skills for telephone etiquette.Discuss methods of coping with defensive customers over the telephone.Review correct method for placing callers on hold and transferring a call.Avoid use of forbidden phrases for telephone customers.
3BENEFITS OF TOP-NOTCH TELEPHONE SKILLS You create calm, comfortable, secure conditions for clients and their loved ones.You help fellow employees maintain their productivity.You contribute to building a positive image of your organization in the community-an image of compassion, caring, and efficiency.
4MORE BENEFITSYou reduce the likelihood of dangerous or expensive mistakes.You make quick responses to needs.You feel pride in your professionalism and ability to handle the variety of telephone interactions routine in complex health care environments.
5WHY IS CUSTOMER SERVICE SO IMPORTANT? When customers are dissatisfied with service, they tell 20 relatives and friends.When customers are satisfied, they tell only 5.That means you have to satisfy 4 times as many people as you disappoint just to stay even in terms of public image.
6PUT YOUR ORGANIZATION ON THE LINE First impression of facility is from you.Telephone is a customer service tool and a public relations vehicle.Use first impression to make the right impression.
7BASIC TELEPHONE TACTICS Greeting-Smile and take a deep breathTone-Speak clearly and distinctly“I’m sorry, but…”-Avoid saying thisMessages-Always write downTransferring Calls-Do not say you have the wrong personClosing-Leave a lasting impression
8TELEPHONE CRITICAL POINTS Understand caller’s point of viewLet people tell their storiesListenSpeak the customer’s languageSay it with respectMake caller feel importantBe preparedBe honest with yourselfKnow how to stop an interactionClose the conversation cordially
9ANSWERING THE TELEPHONE Answer the call promptlyAnswer using a pleasant, professional tone of voiceIdentify your department and yourselfOffer to assist the callerHave paper and pen readyConcentrate only on the caller
10BREAK THE ICE Answer promptly…. “Hertford County Public Health Authority. This is Elizabeth. How may I help you?”“Good afternoon, Louisburg Health Department, Home Health Services. This is Phil. How can I assist you?”
11FORBIDDEN PHRASES “You will have to…” “I do not know…” “We can’t (or don’t do that…”“Hang on a second, I’ll be right back…”“No…”
12PLACING CALLERS ON HOLD Give caller opportunity to communicate before putting them on holdAsk the caller to holdGive caller option to hold or be called backExplain reason for waitKeep hold time to a maximum of 60 secondsThank caller for holding
13HOLD THAT LINE… Being put on hold is annoying to callers If you do put a caller on hold, ask for permissionDo not lay receiver down to find information due to caller being able to hear background noiseNever keep caller on hold more than 60 seconds without checking back with them
14TRANSFERRING THE CALLER Transfer only when necessaryMake sure call is transferred to right person, department, numberWait to see if call gets connectedWhen possible, give the caller name & number of person to whom you are transferring in case of disconnectTell caller why you are transferring the call
15HOW TO HANDLE THE ANGRY CALLER Listening to person is most importantLet person know you will do everything you can to help correct situationImpress on caller that you careAcknowledge caller’s anger, but remain calm yourselfGive caller your nameTake notes on callDon’t become defensive or make promises you cannot keep
16HANDLING TELEPHONE COMPLAINTS Don’t interrupt callerWrite down important detailsRepeat the facts to callerBe sympatheticMaintain a pleasant toneTell caller what you intend to do with complaintApologize to caller
17ASSESSMENT FOR HANDLING COMPLAINTS How patiently did I listen to caller’s complaint?How well did I acknowledge caller’s point of view?Was I too quick to suggest a possible solution before I heard all of the details?Did I offer helpful suggestions on solving the problem?Did I reach resolution instead of leaving the customer hanging?
18ASSESSMENT FOR HANDLING COMPLAINTS Did I make sure caller understood what I would do to follow-up on complaint?Did I follow-up as promised, in a timely fashion?Did I sound genuine in my interaction with caller?How could I have been even more effective?
19YOU ARE THE FIRST IMPRESSION YOUR voiceYOUR commentsYOUR attitudeYOUR ability to handle complaintsYOUR ability to leave caller with good first impressionYOUR empathy