Presentation on theme: " Turn away from your computer, desk, or other work Have a pen and paper nearby Answer the calls promptly, by the second or third ring Smile as."— Presentation transcript:
Turn away from your computer, desk, or other work Have a pen and paper nearby Answer the calls promptly, by the second or third ring Smile as you pick up the phone Use your “telephone voice” – control your volume and speed, have a tone that is enthusiastic, natural, and respectful Greet the caller and identify yourself and your company/department/unit. Ask, “How may I help you?” Ask, “To whom am I speaking?”
Apologize for the person being unavailable. Ask if the caller would like to leave a message. If the person the caller would like to talk to has voicemail, ask if the caller would like to leave a message on the voicemail. Write down all the important information Name of the caller (ask for spelling if unclear). The telephone number of the caller The message Read back the message to make sure it is correct Deliver the message in a timely fashion
Don’t say, “I don’t know.” Say, “I’m not sure. Let me see if I can find out for you.” When putting someone on hold, ask politely if you can put them on hold: “Can I put you on hold for a moment to find out?” (Make sure that they are in fact on hold!) If their question requires more research, ask for their number and return their call when you find the information they requested.
When dealing with an emotional caller, follow these guidelines: L Listen to the caller’s problem or complaint. Give them time to vent. E Empathize, try to understand the caller’s feelings A Apologize, even if the problem is not your fault, say, I’m really sorry this has happened P (be) Positive S Solve the problem, Suggest solutions or ask what you can do to help When ending the call, tell what will happen next and thank the caller for his or her call. Invite the caller to call again.