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Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference.

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Presentation on theme: "Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference."— Presentation transcript:

1 Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference

2 Etiquette

3  The purpose of etiquette:  Professionalism.  Efficiency.  Security.

4 Rules  Know your internal policies.  Keep responses concise.  Answer questions asked in the original .  Use proper punctuation, grammar and spelling.

5 Rules  Personalize your .  Avoid unnecessary file attachments.  Check for proper layout.  Use high-priority option sparingly.

6 Rules  DO NOT USE ALL CAPITAL LETTERS!  Read message thoroughly before sending.  Know when to “reply to all.”  Don’t abbreviate.  Delete chain letters immediately.

7 Rules  Protect confidential information.  Clearly identify the subject.  Avoid unprofessional language.  Minimize use of bold font.  Use blind copy (BC) when individuals don’t know each other.

8 Rules  Use appropriate opening and closing.  Auto-respond when out of the office.  Don’t burn your bridges.

9 Enforcing Etiquette  Stay abreast of internal policy.  Attend available training.  When in doubt, ask.

10 Privacy  There is no such thing.  Be aware of company monitoring systems.  Once sent, cannot be controlled.  Protect information from hackers.

11 Questions?

12 Telephone Etiquette

13  Answer calls within three rings.  Greet the caller.  Identify yourself.  Identify your school.  Ask how you can help.

14 Telephone Etiquette  Answer with a smile.  Group discussion.

15 Telephone Etiquette  Placing callers on “hold”:  Ask if the caller minds being placed on hold.  Check back with callers so they don’t think you’ve forgotten them.  It’s okay if you don’t know the answer immediately.  If you need to research, provide an estimate of when you will follow up.

16 Telephone Etiquette  Transferring calls.  Avoid transfers whenever possible.  Be the caller’s single point of contact for the information you can give.  Use your resources.  Ask for help.

17 Telephone Etiquette  When transfers are unavoidable:  Do not “blind” transfer the call.  Provide a phone number in case the call is disconnected.  Communicate the customer’s issue prior to transfer.  Saves time and frustration.

18 Telephone Etiquette  When transfers are unavoidable…  If voice mail reached, give the caller an option.  Leave a message.  Call back later.  Recommend a better time to call back.

19 Telephone Etiquette  Voice mail greetings.  Keep greeting updated.  Provide detailed information.  Alternative contact information.  Positive closing.

20 Telephone Etiquette  When leaving a message:  Identify yourself.  Repeat contact information.  Respect privacy.  Keep message concise and specific.

21 Telephone Etiquette  Focus your attention on the caller.  Use the caller’s name during the conversation.  Build rapport with the caller.  Speak clearly.  Always be polite.

22 Telephone Etiquette  Avoid jargon and acronyms.  Avoid eating, chewing or drinking.  Respect others.  Follow the “golden rule.”  Do unto others as you would have them do unto you.

23 Questions?

24 Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference


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