1. On the Telephone!
On The Telephone

2. Contents How to wow them on the telephone Answering the Call
Good Communication
Recording Information
When you don’t know the answer
Answering two lines
Angry callers
The Last Word

3. First Impressions
On The Telephone
Every call is a performance and you have a new audience every performance!
Increase your energy level by ‘smiling’.
A happy mood will be translated into your voice.

4. Making A Good Impression
On The Telephone
Think of the telephone as the office lobby - the first place the customer visits.
Have an objective in your mind before you answer the phone, ie ‘I want to help’ - don’t just answer it because its ringing.
Speak with enthusiasm, as if speaking to a friend. Use inflection in your voice, lower the pitch. This conveys sincerity and confidentiality.
Smiling is the one type of ‘body language which translates well on the phone.

5. On The Telephone
Answering the Call
Ensure that you don’t bang the receiver into anything when picking up the call.
Answer the call within as few rings as possible.
Speak clearly, identify the centre and yourself. Don’t start speaking before you put the receiver to your mouth.

6. Mind Your Manners!
Don’t grab a ringing phone as it shows impatience and lack of interest in the customer.
On The Telephone

7. Mind your Manners! Don’t bang down the receiver
On The Telephone
Mind your Manners!
Don’t bang down the receiver
Don’t cut away in the middle of a conversation to ask a colleague a question
Try and Stop ‘multi-tasking’ whilst talking on the telephone. This encourages you to find answers quickly and you don’t give the caller 100% attention

8. On The Telephone
Mind Your Manners!
Try not to make comments about your callers to other staff at reception - sooner or later another customer will hear you!
Never, ever, talk about customers in a derogatory manner

9. And While You’re on Stage!
On The Telephone
Speak clearly, try and use the customer’s name if you have it
Let them ‘hear’ you smile
Provide information, especially numbers, slowly so the customer can write it down
Ask if there’s anything else you can help with
Remember these are real people even though you can’t see them

10. Other Voice Tips Vary the tone Emphasise important words
On The Telephone
Other Voice Tips
Vary the tone
Emphasise important words
Use the ‘dramatic’ pause - pause after important points. This will stimulate attention and the customer will pay closer attention.

11. Good Communication Does the customer understand what you area saying ?
On The Telephone

12. How can I check he understands?
On The Telephone
Ask questions
Use pauses
Spell out difficult words
Ask him to repeat telephone numbers
Don’t speak too quickly or use idioms
Summarise the information given at end of conversation

13. How do you ensure YOU understand?
On The Telephone
How do you ensure YOU understand?
Concentrate and avoid listening to other conversations at the desk
Acknowledge other waiting customers
Hold your tongue - don’t ASSUME you know what the customer wants or jump to conclusions
Don’t interrupt.
Ask questions and use conversation cues -
‘Yes’, ‘I see’, ‘I understand’.

14. Recording Information
(Tourist Enquiry)
Date
Name & Address
Information Required
Any other necessary details
Ask if they need anything else
On The Telephone

15. Recording Information
(Message for Colleague)
Date and Time
Name and Telephone number
Details
Action required
Signature
Take responsibility for the message and make sure your colleague gets it!
On The Telephone

16. When you don’t know the answer…
Never say you don’t know
Be Honest and say ‘I don’t know but I’ll try and find out”
Ask if you may put the caller on hold or take his number and promise to ring him back
On The Telephone

17. When an absent colleague will know the answer...
On The Telephone
When an absent colleague will know the answer...
Always keep the customer informed as regards what you are doing
Explain how you are going to find out the information - if necessary, tell the customer when you will ring him back
Never use negative langage ie ‘um, er, I haven’t a clue’, ‘that’s not my job’

18. People are usually patient about waiting for an answer if they know it will be the RIGHT answer
On The Telephone

19. On The Telephone
Answering Two Calls
If you are on a long call and another line/two lines are ringing...

20. If another line rings persistently
On The Telephone
If another line rings persistently
See if another colleague can answer the call
Ask the person you are speaking to if they mind if you answer the other telephone
Politely explain to second caller that you are busy with another customer - take their details and promise to ring them back as soon as possible

21. Go Straight back to first caller
On The Telephone
Go Straight back to first caller
Apologise for interruption
Thank him/her for their patience
Continue with enquiry
REMEMBER to call back the second customer and apologise for delay

22. Angry Callers
On The Telephone

23. The Telephone ASAP technique
On The Telephone
The Telephone ASAP technique
Acknowledge the person’s feelings and apologise - ‘I’m sorry that happened’
Sympathise - ‘I understand how you feel’
Accept 100% responsibility for the call
Prepare to help - ‘I’ll try and help’ - present willing attitude. Listen, jot down information, try not to interrupt. Remain calm

24. Remember the customer isn’t angry with you!
Don’t take their hostility personally
On The Telephone

25. On The Telephone
Last Words

26. Summarise at the end of the call
On The Telephone
Summarise at the end of the call
State what action you are taking
Use customer’s name if you have it
Ask if there’s anything else you can do
Say thank you
Say good-bye
Try and let the customer hang up first

27. Role Play in pairs No eye contact! (Students face back to back)
On The Telephone
Role Play in pairs No eye contact! (Students face back to back)
Take a message from a client (with their personal details and work requests) to pass on to your colleague.
Telephone a client to let them know about some delay in their account/order.
Telephone a client about their overdue account.
Take a call from a potential new client who is enquiring about your services. Include details about their needs and current provider.

28. On The Telephone
Role Play – record your conversation Students to use their recording device (laptop / iPhone / iPad / Android)
Record a message suitable for your answering machine at work (for your clients).
Record a message on a client’s answering machine to let them know some information about their query.
Record a conversation between you and your client where you need clarification about some details in order for you to complete work for them
Record a conversation between you and your client in relation to the client’s complaint about a problem with their account or order with you.