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Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny.

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Presentation on theme: "Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny."— Presentation transcript:

1 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–18–1 Chapter 8 Customer service: On the telephone

2 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–28–2 Operating telephones  Different systems  No switchboard operator  Uniform procedures  Manufacturer’s guide

3 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–38–3 Touchphone telephone system Figure 8.3 Keystation diagram and description of the function keys

4 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–48–4 Mobile phones  Linked to computers  Text messages  Contacts  Calendar  Alarm, stopwatch  Phone book

5 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–58–5 New mobile phones Figure 8.1New generation mobile phones and car phone

6 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–68–6 Incoming calls Do you really know how to use the telephone?  Operate effectively  Structure of the organisation  Products and services  Personnel numbers and locations

7 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–78–7 Answering promptly  First ring  Before the third ring  Inefficiency  Prospective customers

8 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–88–8 Identify yourself  Greet the caller warmly  Sound cheerful  Speak clearly  Hold the mouthpiece close  Use good diction  Speak slowly

9 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–98–9 Adopt a helpful attitude  Give every assistance  Transfer if necessary  Call back

10 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–10 Screening calls  On hold  Consult the person called  Many reasons  Not your concern

11 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–11 Using business ethics Some information should not be disclosed to outsiders  Personal information  Details of new products  Financial details  Forgotten appointment  Personal calls

12 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–12 Transferring calls correctly  Ask caller to hold the line  Speak to the extension  Not too long  Keep returning  Put the caller through

13 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–13 Caller requirements  Establish these quickly  To whom and what  Effective listening  Write everything down

14 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–14 Clarifying an enquiry  Spell out names  Group parts of phone numbers  Open questions  Closed questions

15 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–15 Write everything down  Ask for the name immediately  Telephone number, address  Use the caller’s name  Establish purpose  Main points  Repeat to caller

16 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–16 Non-verbal communication Avoid  Sounding irritable  Dismissing  Giving the run- around  Making them wait  Using slang  Background conversation Do  Sound positive  Smile  Show interest  Try to help  Listen well  Empathise  Know who is responsible

17 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–17 Difficult customers  Anger is not personal  Remain calm  Make notes  Sound cheerful  Empathise

18 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–18 Solving problems  Agree to a course of action  Follow that course  Remain unemotional  Follow up the actions

19 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–19 Taking messages  Keep a message pad nearby  Record date and time  Caller’s name and organisation  Caller’s full phone number  Details of message  Record your name

20 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–20 Electronic message systems  Direct-access paging  Personalised answering services  E-mail  Voice mail  Voice messaging

21 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–21 Answering machines You should learn how to:  Install the tapes  Record announcements  Screen incoming calls  Record messages

22 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–22 Various answering machines Figure 8.4 Various types of answering machines

23 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–23 Outgoing calls  Less time-consuming  Message received instantly  More personal  No formal record

24 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–24 Sources of phone numbers  Internal directory  E-mail mail box  Electronic phone book  Telstra white pages  Telstra yellow pages

25 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–25 Leaving messages Before you call checklist  Organisation name and number  Person’s name  Content  Necessary documents

26 Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–26 Leaving the message  Name of person  Your details  Clear message  Urgent?  Read back

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