Presentation on theme: "1 Telephone Conversation. 2 Today's technology allows you to handle more customer service calls than ever before. But when telephone personnel lack call."— Presentation transcript:
1 Telephone Conversation
2 Today's technology allows you to handle more customer service calls than ever before. But when telephone personnel lack call management skills, the only thing you get from all that technology is the ability to serve more people poorly. That means losing customers - and profits. Basic Telephone Techniques
3 Objectives: The purpose of learning telephone etiquettes is to: Understand the importance of telephone conversation Practice good telephone techniques and telephone manners Use appropriate language during telephone conversations
4 Mutually exchange effective call greetings as a caller and receiver Speak with an modulated, effective telephone voice Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects Manage difficult Calls Learn to manage stress levels during calls
5 The importance of Telephone Communication It is –An indispensable means of communication –Quickest means of communication –Has all advantages of face-to-face conversation –An effective management tool
6 Features of effective Telephone Conversation Brevity: Courtesy Clarity Precision
7 Brevity: –Conversation should be brief –Be conscious others are in queue –Be prudent [in money] while conversing –Use right words and condense the message –Be clear in your utterance
8 Plan your speech Have clear focus on the purpose of talk Avoid gossip Avoid personal conversation
9 Courtesy Flow and effectiveness of conversation depend upon courtesy: –Pleasantness –Politeness –Warmth –Human touch
10 Fail not To relate cordially To avoid wrong and offensive address To refrain from suspecting To prevent a sense of insecurity To prohibit expressing anger and hatred
11 Do not Use deference to flatter Be ignorant of cultural background Use wrong intonation patterns to convey moods
12 Clarity Most significant feature of telephone conversation Helps to receive the right feedback Without it the purpose of conversation is lost
13 Do Focus on purpose Listen carefully Speak to the point Examine the assumptions before talking Be thorough with the language Choose right words Use correct pronunciation & intonation
14 Precision Conveying idea exactly wanted by one speaking to the purpose with verbal mastery
15 Do not Be less serious Be confused Try to convey more than one idea Use terms casually Ignore pauses & rhythm
16 Telephone Etiquettes
17 Etiquette Essentials From Start to Finish Greet Appropriate greetings and endings to calls help build a good rapport, avoid misunderstandings, and wasted time. The three elements of an appropriate greeting are: 1. Identifying your company 2. giving your name and job title/department 3. asking how you can help the caller.
18 Creates good impression First positive impression lasts long Caller: // Good morning/ I am CEO calling from Bi Berry company// How do you do//…. Speaker:// Good morning/ Fine, thank you/ How do you do//
19 Do -Take control of the call while holding and transferring calls - End the call efficiently and positively -Respond quickly - excuse yourself when needed to attend another phone call.
20 Check in with your caller and sayIt will take me a few minutes more to find that information; do you wish to wait or shall I call you back? Thank him/her for waiting or apologize for taking more time
21 Do not - give an impression that you are cold and impassionate - hesitate to communicate readily. - talk rapidly or very slowly to give an impression you are impatient, lazy, lethargic and forgetful.
22 What You Mean:Tell the Caller: "He/She is out." "He/She is not in the office at the moment. Would you like to leave a message on his/her voic ?" "I don't know where he/she is." "He/She has stepped out of the office. Would you like to leave a message on his/her voic ?" "He/She is in the men's/ladies room." "He/She has stepped out of the office. Would you like to leave a message on his/her voic ?" "He/She hasn't come in yet." "I expect him/her shortly. Would you like to leave a message on his/her voic ?" "She/He took the day off." "She/He is out of the office for the day. Can someone else help you or would you like her/his voic ?" "He/She doesn't want to be disturbed." "He/She is unavailable at the moment. Would you like to leave a message on his/her voic ?" "She is busy" "She is unavailable at the moment. Would you like to leave a message on his/her voic ?" Conversation Techniques Acceptable Responses
23 Avoid Verbal Barriers to Communication We know that people resist being told they have to do anything! Here are a few expressions to reflect upon: NOT THIS BUT THIS Are you indifferent? Hold on... Do you mind waiting while I check that for you? Youll have to check with Mr. X is handling that matter. Mr. X. May I have him get in touch with you? Are you arbitrary? You have to.... Will you please ask Mr. Jones You need to... to call Mr. B? Are you tactless? Whos calling? May I tell her whos calling, What is your name? please? May I ask your name? Are you casting reflections? I dont know where he is.Mr. X isnt in the office just He hasnt come in yet. now. Hes still out to lunch. May I have him call you later?