Presentation on theme: "Use the Telephone Well for Good Service"— Presentation transcript:
1 Use the Telephone Well for Good Service Chapter FourUse the Telephone Well for Good Service
2 Know the benefits and drawbacks of good telephone communication Learn the basics of telephone courtesyCallers can’t rely on non-verbal communication cuesWork on principles of effectiveness
3 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 Learn how customers see your company Inventory your attitudes about telephone useContact another company via telephone to see how they doAvoid unnecessary call screening
5 Action tips for courteous telephone use Answer/return calls promptlyUse tact and skillUse courtesy titles (Mr. or Ms.)Make sure the conversation is over before you end the callThank the callerSmile, you can hear it in the voice even when you can’t see it
6 Action tips for courteous telephone use Speak clearly and distinctlySpeak naturally and comfortablyAvoid “dead air”Keep a constant flow of informationKeep the caller on trackLearn re-focusing techniques
7 Action tips for efficient telephone use Ask if you have called at a convenient timeTake messages when you can’t solve the problem immediatelyHave an efficient greeting
8 Action tips for efficient telephone use Use all the telephone featuresPlan outgoing calls before you callDon’t let a telephone call interrupt a live conversationImprove your telephone skills
9 Call centersA call center is a facility where customer service representatives handle high-volume telephone traffic using sophisticated telephone and computer technology.
10 Call centers Call centers can be economical They can enhance a company’s reputationCall center responders must have solid communication skillsThey must be highly responsiveThey must provide excellent customer contacts
11 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.