We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byRalph Cole
Modified about 1 year ago
Telephone communication – representing the company
Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2
Workshop overview At this workshop the following will be addressed: › answering incoming calls › making outgoing calls › using voice and paralanguage to make a good impression › handling difficult callers › managing stress associated with using the phone © smallprint 3
Workshop expectations What do you know about the topic? What do you need to know? What outcomes do you expect from this workshop? © smallprint 4
Topic 1 Creating an outstanding image How will you create the correct image? © smallprint 5
The telephone – a communication tool ‘To effectively communicate, we must realise that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.’ (Anthony Robbins) © smallprint 6
Providing service Answering the phone is a customer service role. © smallprint 7
Activity © smallprint 8
Topic 2 Protocols For many clients or customers the first, or even the only, contact they have with an organisation occurs over the telephone. © smallprint 9
Receiving calls – answering protocols © smallprint 10 Organisational protocols ‘Yep, Yep, whaddaya want?’
Verbal, vocal communication Body language and facial expression cannot be seen during normal phone conversations. © smallprint 11
Diction › spoken clarity › the clarity with which somebody pronounces words when speaking › choice of words to fit their context › a way of speaking, assessed in terms of prevailing pronunciation and elocution standards © smallprint 12
Courtesy © smallprint 13 › excellence of manners or social conduct › polite behaviour › a respectful or considerate act or expression
Listening skills Please listen carefully © smallprint 14
Questioning © smallprint 15 Listen actively, question effectively.
Transferring and escalating calls I will transfer your call now. © smallprint 16
Activity © smallprint 17
Topic 3 © smallprint 18 Challenging calls Not all customers are easy to deal with.
© smallprint 19 Handling challenging customers can be a difficult undertaking.
Complaints Complaints are an organisation's lifeline. Properly handled complaints will result in happy, supportive customers/ clients. © smallprint 20
Assertive responses Not all complaints will be resolvable and not all customer/ client expectations are reasonable. Assertive – not aggressive or defensive – responses will lead to effective results. © smallprint 21
Taking messages Thankyou, I will make sure your message is passed on to the correct department. © smallprint 22
Activity © smallprint 23
Topic 4 © smallprint 24 Outbound calls
Speak clearly – be prepared Erm, can I speak to… erm… - oh, what’s his name…….? © smallprint 25
Tone © smallprint 26 Research indicates that the following voice characteristics, (para- language), are commonly associated with the following feelings/ meanings: Para-languageProbable feeling/ meaning Monotonal speechBoredom/ disinterest Slow speed, low pitchDepression, thoughtfulness High voice, emphatic speechEnthusiasm, excitement Ascending toneAstonishment, fear Abrupt speech, loud toneDefensiveness, stress Terse speech, loud toneAnger, fear High pitch, drawn out speechDisbelief
Make messages short and clear ‘Many attempts to communicate are nullified by saying too much.’ (Robert Greenleaf) © smallprint 27
Activity © smallprint 28
Topic 5 © smallprint 29 Handling pressure
Strategies for managing work Don’t let the pressure get to you. There are many things you can do to make your job easier and your time more productive. © smallprint 30
Make better use of your time © smallprint 31
Organise your work space © smallprint 32
Stress ‘You wake up screaming and realise you have not fallen asleep yet.’ (Unknown) © smallprint 33
Activity © smallprint 34
Summary Before leaving today please share: › 1 thing you learned › 1 new practice you will undertake at work › 1 activity you enjoyed Thankyou for your attendance and participation. © smallprint 35
WELCOME TO UNIT 6 Customer Service MT 221 Marilyn Radu, Instructor.
Outstanding communication skills. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Influencing and negotiating skills. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Chapter 14 Communicating with Customers Business Communication Copyright 2010 South-Western Cengage Learning.
Customer loyalty – how do you get it?. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
WELCOME TO UNIT 6. Unit 6 Nonverbal Communication Objectives Understand the elements and interpretations of body language Cite examples of business etiquette.
Telephone Etiquette Jolie Richards, Belmira Machado & Xander Jacques.
TELEPHONE SKILLS First Key to Good Customer Service.
VERBAL COMMUNICATION. Verbal Communication Verbal communication is what is communicated through words, written or spoken Examples of verbal communication.
Chapter Four Use the Telephone Well for Good Service.
Coaching skills for managers. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
CHAPTER 19 Communication Skills. Objectives After studying this chapter you will be able to explain the importance of feedback in the communication.
Chapter 3: Paralanguage Flavors the Verbal Mesage.
Business documents and correspondence. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Supervision – action or attitude?. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Time management. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Essential Telephone Etiquette E-Learning. Presenting a professional image Speaking Style Usage of Tone Usage of Language Do’s & Don'ts.
Making meetings useful. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Coping with workplace stress. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Body Language, Interview Skills, Business Etiquettes.
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved. Chapter.
2014 – 2015 Providing Excellent Customer Service Satisfying Our Customers at Every Step Provided by the LAUSD Food Services Division Rev
Telecommunications Chapter 12 ICBS 120. Telephone Personality n First impressions conveyed through verbal and nonverbal communication. n Personality and.
1 DA 117 Practice Management Communication and Telephone Skills.
Summer Institutes Level 1 FRMCA Level 1, Chapter 7 Communication.
BTEC Creative Media Production UNIT: 2 TASK 1. Learning Intentions To understand the principles of communicating ideas To know how to use effective communication.
Communications in Customer Service. Communication: The process in which information, ideas, and understanding are shared between two (or more) people.
Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.
TELEPHONE ETIQUETTE Presented by Poorni D C. INCOMING CALL.
Telephone Etiquette Michael Clark. Let the phone ring 2-3 times Take a breath and relax Smile. Answering the Phone.
In most phone conversations, the listener typically cannot see you … your message is communicated by your voice!
Unit 2 Speaking, listening and non-verbal communication.
Speaking Skills How to Be Persuasive. Is this you when you speak in public: Shaking limbs? Dry mouth? Speak too softly? Speak too fast?
Effective Communication: The process individuals use to create understanding with others. Verbal Non-verbal.
Delivery: Vocal & Nonverbal Communication International Debate Education Association.
ENHANCING CUSTOMER SERVICE BY TELEPHONE Oral Wise, MBA/MHA Director, Ambulatory Services WakeMed North Healthplex.
1 Effective Phone Techniques Improve your job performance & Present a positive image for your organization.
Soft Skills for a Digital Workplace: Verbal Communication Unit C: Developing Professional Telephone Skills.
Allied Health Assisting Unit 5 Chapter 9: Telephone Communication.
Drill Part 1 Create a list of characteristics of a good public speaker. Part 2 Create a list of characteristics of a good listener.
The World of Customer Service, 2e Odgers 1 Chapter 11 Chapter 11 Effective Telephone Communication Objectives Detail the essential customer service skills.
© Telephone Doctor, Inc. | From Curt to Courteous: Mastering the 7 Touch Points of Communication.
By Shana Kennon. Answer the Telephone Effectively When your telephone rings, answer quickly, between the first and second ring if possible, and definitely.
Topics Oral Presentation Skills Reading Skills Professional Image Communication Process Interpersonal Communication.
© Telephone Doctor, Inc. | Essential Telephone Skills.
The Communication Process. After studying this topic, you should be able to: Improve your listening and speaking skills. Begin and develop conversations.
“As is our confidence, so is our capacity.” - William Hazlitt English writer What is capacity? - ability to do something So what is this quote saying?
Common Sense Customer Service All the people we come into contact with during the day are our customers. Customers include students, parents, visitors,
Ag Communications One to One Communication Communicating with one other person.
© 2017 SlidePlayer.com Inc. All rights reserved.