Use the Telephone Well for Good Service Chapter Four Use the Telephone Well for Good Service

Know the benefits and drawbacks of good telephone communication Learn the basics of telephone courtesy Callers can’t rely on non-verbal communication cues Work on principles of effectiveness

Understanding our own attitudes about telephone use and courtesy can help us improve our effectiveness in dealing with customers via electronic media, especially the telephone

Learn how customers see your company Inventory your attitudes about telephone use Contact another company via telephone to see how they do Avoid unnecessary call screening

Action tips for courteous telephone use Answer/return calls promptly Use tact and skill Use courtesy titles (Mr. or Ms.) Make sure the conversation is over before you end the call Thank the caller Smile, you can hear it in the voice even when you can’t see it

Action tips for courteous telephone use Speak clearly and distinctly Speak naturally and comfortably Avoid “dead air” Keep a constant flow of information Keep the caller on track Learn re-focusing techniques

Action tips for efficient telephone use Ask if you have called at a convenient time Take messages when you can’t solve the problem immediately Have an efficient greeting

Action tips for efficient telephone use Use all the telephone features Plan outgoing calls before you call Don’t let a telephone call interrupt a live conversation Improve your telephone skills

Call centers A call center is a facility where customer service representatives handle high-volume telephone traffic using sophisticated telephone and computer technology.

Call centers Call centers can be economical They can enhance a company’s reputation Call center responders must have solid communication skills They must be highly responsive They must provide excellent customer contacts

Whether a company uses a call center or staff to answer telephones, positive attitudes and winning techniques can build stronger relationships with customers and other people important to the organization.