Presentation on theme: "First Key to Good Customer Service"— Presentation transcript:
1First Key to Good Customer Service TELEPHONE SKILLSFirst Key to GoodCustomer Service
2Improper Use of the Telephone Can Send Customers Away…for Good! Some examples of improper use are:Excessive ringing before picking up;Voice mail/answering machine;Rude language;Unprofessional transfers;Poor message taking skillsInterrupting the caller and,Not listening to the caller.
3Pick up a ringing phone before the third ring. Answer the phone with a smile on your face and there will be a smile in your voice.Repeat back to the caller the name, telephone number and message to ensure that you have the correct information.
4Decide on your greeting; before receiving the call.“Can I help you?”“May I help you?”“Company name, can I help you?”“Department name, can I help you?”“Your name, may I help you?”
5How to Handle a Late Answer Apologize“I’m sorry, how can I help you?”Do not mumble, speak clearlyDo not make an excuse
6Speak Like a Normal Person In other words, be yourselfBe aware of your telephone voiceBe sincereDo not mumbleDo not speak in a monotoneDo not use the phrase “Uh-huh”Do not talk to fastDo not talk to slowDo not speak too loud or too softly
7The Obvious Don’ts Don’t eat while talking Don’t drink while talking Don’t cradle the phone on your shoulderDon’t slouch at the deskDon’t type while talkingDon’t sound like a robot
8Telephone Skills Let the pace of your voice match that of the customer Be careful not to extend your voice beyond what is appropriate for youPut some life in your voiceSmile while you are talking
9HOME WORK Listen to TV news people Practice while driving to and from workPay attention to your speech habits for three weeksThen note the changes you want to make
10Language Trip-Up Stones Who’s Calling?What Da Ya Want?Oh, Really?Wud You Say?Doncha Know?Can’t Hear Ya?Speak Up!Bye!Hold on, I’ll Switch You Over!And….Never….Never Swear!
11Avoid Tacky Transfers Please hold, CLICK! Hold, CLICK! Can ya hold, CLICK!Hello, CLICK!CLICK!Who are you holding for, CLICK!CLICK, CLICK, CLICK
12There has to be a better way! If the caller needs to speak to anotherdepartment, tell them the name of thedepartment, who they need to speak to andthe correct department phone number –and then ask if you can transfer them tothat department. Always helpful, alwayscourteous.
13Don’t Mangle the Message! Be prepared to write any messageUnderstand the needs of the people you take messages forWork out a consistent approach to the task of message takingMake sure all words are spelled correctly; all numbers are written correctly – BEFORE you end the phone call
14A Good Message Contains: Caller’s name (ask for spelling)Caller’s phone number (verify)Company name (if applicable)Date and time of callCaller’s message (if the caller wants to leave a message)Your name
15Return Your Phone Calls It’s appropriateIt’s professionalIt’s mannerlyIt’s politeIt’s the RIGHT thing to do!
16Possibly the biggest error either on the phone or face to face! DO NOT INTERRUPT THE CALLERPossibly the biggest error either on thephone or face to face!People do not like to be interrupted!Intentional or not, it can be a major insult!
17“The Angry Customer” You should be patient You should be a good listenerYou should apologizeYou do not have take verbal abuse or let thecustomer swear at you – turn this over to yoursupervisor! Immediately!
18Ten Rules of Phone Courtesy SUMMARYTen Rules of Phone CourtesyAnswer the phone promptlySpeak in your normal voiceWatch your languageAvoid tacky transfersDon’t mangle the messageReturn your phone callsDon’t interruptAppease the angry customerMake sure there is a happy endingLISTEN