Telephone Conversation (N) What are Meaningful Customer Experiences? They are: Memorable - Emotionally-Engaging - Purposeful- Consistent These words speak for themselves... (L) Once you are using the telephone you need to develop some procedures that ensure you get the most out of each call. Gathering information - A telephone call is a purposeful activity. Your caller will have some objective in mind and you will need to elicit this objective as quickly and as clearly as possible.

Basic Telephone Techniques Today's technology allows you to handle more customer service calls than ever before. But when telephone personnel lack call management skills, the only thing you get from all that technology is the ability to serve more people poorly. That means losing customers - and profits.

Objectives: The purpose of learning telephone etiquettes is to: Understand the importance of telephone conversation Practice good telephone techniques and telephone manners Use appropriate language during telephone conversations 1

Mutually exchange effective call greetings as a caller and receiver Speak with an modulated, effective telephone voice Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects Manage difficult Calls Learn to manage stress levels during calls

The importance of Telephone Communication It is An indispensable means of communication Quickest means of communication Has all advantages of face-to-face conversation An effective management tool

Features of effective Telephone Conversation Brevity: Courtesy Clarity Precision

Brevity: Conversation should be brief Be conscious others are in queue Be prudent [in money] while conversing Use right words and condense the message Be clear in your utterance

Plan your speech Have clear focus on the purpose of talk Avoid gossip Avoid personal conversation

Courtesy Flow and effectiveness of conversation depend upon courtesy: Pleasantness Politeness Warmth Human touch

Fail not To relate cordially To avoid wrong and offensive address To refrain from suspecting To prevent a sense of insecurity To prohibit expressing anger and hatred

Do not Use deference to flatter Be ignorant of cultural background Use wrong intonation patterns to convey moods

Clarity Most significant feature of telephone conversation Helps to receive the right feedback Without it the purpose of conversation is lost

Do Focus on purpose Listen carefully Speak to the point Examine the assumptions before talking Be thorough with the language Choose right words Use correct pronunciation & intonation

Precision Conveying idea exactly wanted by one speaking to the purpose with verbal mastery

Do not Be less serious Be confused Try to convey more than one idea Use terms casually Ignore pauses & rhythm

Telephone Etiquettes

Etiquette Essentials From Start to Finish Greet Appropriate greetings and endings to calls help build a good rapport, avoid misunderstandings, and wasted time. The three elements of an appropriate greeting are: Identifying your company giving your name and job title/department 3. asking how you can help the caller. (1) Corny or as outdated as it sounds, first impressions count a lot. It all begins with how we answer the phone. (2) Telephone courtesy is good business. (3) Many times customers form their first impression of a company based on the way an employee answers the telephone. (4) Consequently, decisions are made and relationships are formed or not formed based to a large extent on the effectiveness of those telephone relationships.

Creates good impression First positive impression lasts long Caller: // Good morning/ I am CEO calling from Bi Berry company// How do you do//…. Speaker:// Good morning/ Fine, thank you/ How do you do// Creates good impression First positive impression lasts long

-Take control of the call while holding and transferring calls Do -Take control of the call while holding and transferring calls - End the call efficiently and positively -Respond quickly - excuse yourself when needed to attend another phone call .

“Check in” with your caller and say“It will take me a few minutes more to find that information; do you wish to wait or shall I call you back?” Thank him/her for waiting or apologize for taking more time

- give an impression that you are cold and impassionate Do not - give an impression that you are cold and impassionate - hesitate to communicate readily. - talk rapidly or very slowly to give an impression you are impatient, lazy, lethargic and forgetful.

Conversation Techniques Acceptable Responses What You Mean: Tell the Caller: "He/She is out." "He/She is not in the office at the moment. Would you like to leave a message on his/her voicemail?" "I don't know where he/she is." "He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?" "He/She is in the men's/ladies room." "He/She hasn't come in yet." "I expect him/her shortly. Would you like to leave a message on his/her voicemail?" "She/He took the day off." "She/He is out of the office for the day. Can someone else help you or would you like her/his voicemail?" "He/She doesn't want to be disturbed." "He/She is unavailable at the moment. Would you like to leave a message on his/her voicemail?" "She is busy" "She is unavailable at the moment. Would you like to leave a message on his/her voicemail?"

Avoid Verbal Barriers to Communication We know that people resist being told they “have” to do anything! Here are a few expressions to reflect upon: NOT THIS BUT THIS Are you indifferent? “Hold on...” “Do you mind waiting while I check that for you?” “You’ll have to check with “Mr. X is handling that matter. Mr. X. May I have him get in touch with you?” Are you arbitrary? “You have to.... “Will you please ask Mr. Jones “You need to... to call Mr. B?” Are you tactless? “Who’s calling?” “May I tell her who’s calling, “What is your name?” please?” “May I ask your name?” Are you casting reflections? “I don’t know where he is.” “Mr. X isn’t in the office just “He hasn’t come in yet.” now.” He’s still out to lunch.” “May I have him call you later?” “ (F) In addition to developing confidence in handling calls and making a record of important points, you will want to add still another key to your successful use of the telephone--that of developing an awareness of communication patterns which strengthen public relations. Only a continuing study of what effect certain words and phrases have upon people will help us perfect our handling of communication problems.