3 Phone Ettiquette There are 4 parts to a proper greeting: Proper greeting of the hour…Company nameYour nameHow may I help you?Good Morning, Academic Advising, This is Tracey, How may I help you?
4 Building Rapport Take notes regarding calls Write down the callers nameLet them know if you can’t hear themInclude their name when talking to themAlways repeat the messageWear your smile!
5 Wearing a SMILE!Wearing a smile makes you feel happier and will also brighten up the whole room.Smiling will also make you feel more positive and have a feeling of well being.
6 On Hold TechniquesAsk them if they could please hold and wait for their answer.Give them an option….Hold or leave a message.If holding, check back with them every 30 – 60 seconds. Don’t leave them wondering.Don’t forget to include their name when thanking them for holding.
7 Call Transferring 2 Types of Transferring Guided Transfer – Let the caller know who they are being transferred to.Description Transfer – Announcing the call to inform your staff the reason they are calling and their name.
8 Speaking clearly 1. Speak slowly and clearly 2. Enunciate your words and stay away from sounding monotone.3. Don’t have a lazy tongue.4. Try some tongue twisters to get you moving in the morning.Sally sells seashells by the seashoreRubber baby buggy bumpersPeter Piper picked a pack of pickled peppers
9 Positive SpeechHe’s currently out of the office, May I take a message?I’ll be happy to…..I’ll transfer you now….Thank you for holding Ms. Birr…..One moment please….Not a problem at all, thank you…..
10 Effective Listening Prepare yourself to listen Concentrate on what is being saidVisualize the speakerHold your tongue, don’t interruptTake notesUse summarizing statementsUse conversation cues if the caller is getting long windedListen between the linesBe open mindedPractice positive listening habits
11 The ultimate respect you can give someone, is to listen to them. #1 RuleThe ultimate respect you can give someone, is to listen to them.
13 SMILE S – Smile increases the receptiveness of those around you. M – Make the guest feel comfortableI – Information gatheringL – Learn the other person’s nameE – Eye contact establishes credibility and confidence.
14 Front Desk Ettiquette Stay organized Keep message for each other in one locationLet your co-workers know what needs to be done or where you left offSmileNot a place to be grooming yourselfCome to work prepared.