2. Top Ten Telephone Techniques University Human Resources Professional Development Program A self-study workshop

3. Welcome... To our online overview of the top ten telephone techniques to help you: improve telephone interactions with customers project a positive impression about your organization save yourself time and enhance your own job satisfaction

4. Before you begin… Determine your personal learning goals. What do you want to get from this training? Print out these slides as a convenient place to note: ideas and insights about particular techniques points you may want to discuss with your supervisor

5. In this session you will… Realize the impact of telephone communications on customer service Review how to open, control, and close telephone calls effectively Learn techniques for managing your voice and tone

6. The impact of the telephone Take a few moments to jot down your thoughts to the questions below: Think about when you call an organization… Do you always know the person who answers the telephone? The answer is no. So… how do you feel speaking to a stranger about a question or problem? How would you would like to be treated?

7. Impact on perceptions: A voice without a face Talking to a stranger can make us feel: uncomfortable/threatened uneasy about results insignificant What helps to assure us that we are speaking to someone who: believes our call is important? cares about our problem? will take the time to help?

8. Impact on perceptions: Analyze your own experience Think about calls you have made for information or help with problems Do you like to call some organizations because you always get good results? What do their telephone contact people do? How do they make a good impression? Do you dislike calling some organizations because results are not satisfactory? What do their telephone contact people do or not do? How do they ruin the impression of their organization?

9. Do you like to call some organizations because people sound friendly? give you the right answers? don’t keep you waiting? Impact on perceptions: What makes the difference?

10. Do you dislike calling some organizations because: you are put on hold for a long time you are likely to be transferred to the wrong person people make you feel as if your call is an interruption?

11. Availability – They want to be able to make contact whenever they have a question or a problem Courtesy – They want to be respected as individuals Efficient/consistent service – They want to know expectations will be met every time Timely responses – They want calls returned promptly, follow-up calls when promised Reliability – They want accurate answers from well- informed people Appropriate referrals – They don’t want to waste time talking to the wrong people Copyright © 2000 All rights reserved DC 10 Impact on perceptions: What makes callers happy?

12. Impact on perceptions: YOU are your organization So now you realize that when you answer the phone… YOU are the organization YOU are your department YOU have the power and responsibility to create a positive experience in every telephone interaction with every caller

13. Make the best of each call Open the call with a “verbal handshake” Put a smile in your voice Answer the telephone promptly Control the call Ask pertinent questions Make notes of important information Close the call Volunteer useful information Agree on any next steps with the customer The following slides will help you with this process…

14. Walk away with… To a person on the telephone you are: A representative of your organization A representative of your department Key in providing the link between you and customers, and your organization’s reputation

15. Top Ten Telephone Techniques