2 Contents How to wow them on the telephone Answering the Call Good CommunicationRecording InformationWhen you don’t know the answerAnswering two linesAngry callersThe Last Word
3 First ImpressionsOn The TelephoneEvery 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 TelephoneThink 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 TelephoneAnswering the CallEnsure 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 TelephoneMind your Manners!Don’t bang down the receiverDon’t cut away in the middle of a conversation to ask a colleague a questionTry 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 TelephoneMind 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 TelephoneSpeak clearly, try and use the customer’s name if you have itLet them ‘hear’ you smileProvide information, especially numbers, slowly so the customer can write it downAsk if there’s anything else you can help withRemember these are real people even though you can’t see them
10 Other Voice Tips Vary the tone Emphasise important words On The TelephoneOther Voice TipsVary the toneEmphasise important wordsUse 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 TelephoneAsk questionsUse pausesSpell out difficult wordsAsk him to repeat telephone numbersDon’t speak too quickly or use idiomsSummarise the information given at end of conversation
13 How do you ensure YOU understand? On The TelephoneHow do you ensure YOU understand?Concentrate and avoid listening to other conversations at the deskAcknowledge other waiting customersHold your tongue - don’t ASSUME you know what the customer wants or jump to conclusionsDon’t interrupt.Ask questions and use conversation cues -‘Yes’, ‘I see’, ‘I understand’.
14 Recording Information (Tourist Enquiry)DateName & AddressInformation RequiredAny other necessary detailsAsk if they need anything elseOn The Telephone
15 Recording Information (Message for Colleague)Date and TimeName and Telephone numberDetailsAction requiredSignatureTake 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 knowBe 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 backOn The Telephone
17 When an absent colleague will know the answer... On The TelephoneWhen an absent colleague will know the answer...Always keep the customer informed as regards what you are doingExplain how you are going to find out the information - if necessary, tell the customer when you will ring him backNever 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 TelephoneAnswering Two CallsIf you are on a long call and another line/two lines are ringing...
20 If another line rings persistently On The TelephoneIf another line rings persistentlySee if another colleague can answer the callAsk the person you are speaking to if they mind if you answer the other telephonePolitely 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 TelephoneGo Straight back to first callerApologise for interruptionThank him/her for their patienceContinue with enquiryREMEMBER to call back the second customer and apologise for delay
23 The Telephone ASAP technique On The TelephoneThe Telephone ASAP techniqueAcknowledge the person’s feelings and apologise - ‘I’m sorry that happened’Sympathise - ‘I understand how you feel’Accept 100% responsibility for the callPrepare 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 personallyOn The Telephone
26 Summarise at the end of the call On The TelephoneSummarise at the end of the callState what action you are takingUse customer’s name if you have itAsk if there’s anything else you can doSay thank youSay good-byeTry and let the customer hang up first
27 Role Play in pairs No eye contact! (Students face back to back) On The TelephoneRole 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 TelephoneRole 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 themRecord a conversation between you and your client in relation to the client’s complaint about a problem with their account or order with you.