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Chapter Four Use the Telephone Well for Good Service.

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Presentation on theme: "Chapter Four Use the Telephone Well for Good Service."— Presentation transcript:

1 Chapter Four Use the Telephone Well for Good Service

2 Customer Service, 5e Paul R. Timm 2 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Know the benefits and drawbacks of good telephone communication Learn the basics of telephone courtesy Callers cant rely on non-verbal communication cues Work on principles of effectiveness

3 Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Understanding our own attitudes about telephone use and courtesy can help us improve our effectiveness in dealing with customers via electronic media, especially the telephone

4 Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Learn how customers see your company Inventory your attitudes about telephone use Contact another company via telephone to see how they do Avoid unnecessary call screening

5 Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Action tips for courteous telephone use Answer/return calls promptly Use tact and skill Use courtesy titles (Mr. or Ms.) Make sure the conversation is over before you end the call Thank the caller Smile, you can hear it in the voice even when you cant see it

6 Customer Service, 5e Paul R. Timm 6 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Action tips for courteous telephone use Speak clearly and distinctly Speak naturally and comfortably Avoid dead air Keep a constant flow of information Keep the caller on track Learn re-focusing techniques

7 Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Action tips for efficient telephone use Ask if you have called at a convenient time Take messages when you cant solve the problem immediately Have an efficient greeting

8 Customer Service, 5e Paul R. Timm 8 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Action tips for efficient telephone use Use all the telephone features Plan outgoing calls before you call Dont let a telephone call interrupt a live conversation Improve your telephone skills

9 Customer Service, 5e Paul R. Timm 9 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Call centers A call center is a facility where customer service representatives handle high-volume telephone traffic using sophisticated telephone and computer technology.

10 Customer Service, 5e Paul R. Timm 10 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Call centers Call centers can be economical They can enhance a companys reputation Call center responders must have solid communication skills They must be highly responsive They must provide excellent customer contacts

11 Customer Service, 5e Paul R. Timm 11 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Whether a company uses a call center or staff to answer telephones, positive attitudes and winning techniques can build stronger relationships with customers and other people important to the organization.


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