Telephone Personality & Phone Ettiquette

Slides:

Advertisements

Similar presentations

Requesting an Interview by Telephone Need to know this for your portfolio.

Advertisements

Telephone Etiquette Topics: Answering the Telephone P.I.C.T.U.R.E

Building Extension’s Brand through…

ENHANCING CUSTOMER SERVICE BY TELEPHONE

First Key to Good Customer Service

On the Telephone! On The Telephone.

USING THE TELEPHONE.

Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference.

Communicating on the Telephone

Telephone Etiquette.

Business Phone Etiquette. The Telephone and You Provide helpful hints and proven techniques Provide helpful hints and proven techniques Part of doing.

Effective Phone Techniques

Telephone Etiquette.

COMMUNICATING ON THE TELEPHONE

sp3 Service Standards for: In-Person/Telephone/

USING THE TELEPHONE.

Telephone Etiquette.

Telephone Etiquette By: Malcolm Moore.

Helpful Guidelines and Hints

Short Introduction to Presentation Skills Erika Hawkes, Project Officer, University Graduate School.

Professional Etiquette

South Davis Student Office aides Welcome !!!!!! We are so glad to meet you!

Soft Skills for a Digital Workplace: Verbal Communication Unit C: Developing Professional Telephone Skills.

PETER PIPER Peter Piper picked a peck of pickled peppers. Did Peter Piper pick a peck of pickled peppers? If Peter Piper picked a peck of pickled peppers,

Welcome to lesson one in the Customer Service module

Lesson 4 Making Telephone Calls Business English Conversation & Listening Instructor: Hsin-Hsin Cindy Lee, PhD.

 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.

A Telephone Operator.

Telephoning Basics Jason Unat ENSP2 Mr. Xavier Aquino Velasco Associate/Lecturer III FEU Tech.

By: Masilang, Rosen M.. Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call.

MODULE 15 WORLD CLASS CONVERSATION WORKSHOP. Selling The Value of IGS Energy introducing World Class Conversations.

Presented by: Madera County TLAW Victoria Bodine Are You Making the Right Impression?

Telephone Etiquette Michael Clark.

TELEPHONE ETIQUETTE Answering the Phone (If not done properly, can leave extremely bad impression) Before answering the phone –Discontinue other conversations.

Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.

1 DA 117 Practice Management Communication and Telephone Skills.

Telephone English When you answer the phone: Good morning. This is Chengtai Trading Company. May I help you? Good afternoon. This is Dan An Commercial.

Communicating by Telephone Chapter 5

A guide for using the telephone

Customer Service. Objectives What is the definition of customer service? What are the principles of good customer service? Who are our customers? What.

Presented by Jason Kahn Director, School Relations “Who Dis” Customer Service: Your Gateway to Success.

Customer Service Training. Opening the Door Public Areas.

CBP Program – Business Etiquette

TELEPHONE ETIQUETTE.

Telephone is an indispensable business technology that makes keeping in touch and doing business both efficient and easy.

Unit 1: Communications. Telephone Skills at Work To use your telephone effectively, you need to manage its use. Once you are using the telephone you need.

Making a phone call. Introducing yourself Asking to speak to somebody Asking who the caller is Telling the caller that someone is not available Taking.

Phone Etiquette Let them hear the smile!. Our Main Goal Make a positive impression! Customer Satisfaction.

Communications in Customer Service. Communication: The process in which information, ideas, and understanding are shared between two (or more) people.

Effective Communication: The process individuals use to create understanding with others. Verbal Non-verbal.

Business Telephone Use. Telephones  Telephone types  Standard  Cordless  Multi-line  Speaker  Cell phones  Walkie-talkie.

© 2003 SOUTH-WESTERN PUBLISHINGCHAPTER 15Slide 1 CHAPTER 15 COMMUNICATION SKILLS 15.1Listening and Speaking 15.2Reading and Writing LESSONS.

James Martin G. Domdom ENSP2 Mr. Xavier Aquino Velasco – Associate/Lectrurer III, FEU Tech.

Customer Service: A Practical Approach, 5th ed. By Elaine K. Harris

FUNCTIONAL ENGLISH SPEAKING ON THE PHONE If you aspire to work in an office and one of your duties is to answer the phone, you have to master these expressions.

TELEPHONE ETIQUETTE Presented by Poorni D C. INCOMING CALL.

Short Introduction to Presentation Skills

Agenda Preparation and Practice Tone and Body Language

Objectives Answering Calls Tactful Responses Taking Messages

Short Introduction to Presentation Skills

Use a telephone voic system

Telephone Etiquette.

Talking on the Phone.

Telephone English By Joy Yu.

Telephone English.

Business Phone Etiquette

Phone Etiquette Prep for success 2017.

Presentation transcript:

Telephone Personality & Phone Ettiquette

Always be your best!

Phone Ettiquette There are 4 parts to a proper greeting: Proper greeting of the hour… Company name Your name How may I help you? Good Morning, Academic Advising, This is Tracey, How may I help you?

Building Rapport Take notes regarding calls Write down the callers name Let them know if you can’t hear them Include their name when talking to them Always repeat the message Wear your smile!

Wearing a SMILE! Wearing a smile makes you feel happier and will also brighten up the whole room. Smiling will also make you feel more positive and have a feeling of well being.

On Hold Techniques Ask them if they could please hold and wait for their answer. Give them an option….Hold or leave a message. If holding, check back with them every 30 – 60 seconds. Don’t leave them wondering. Don’t forget to include their name when thanking them for holding.

Call Transferring 2 Types of Transferring Guided Transfer – Let the caller know who they are being transferred to. Description Transfer – Announcing the call to inform your staff the reason they are calling and their name.

Speaking clearly 1. Speak slowly and clearly 2. Enunciate your words and stay away from sounding monotone. 3. Don’t have a lazy tongue. 4. Try some tongue twisters to get you moving in the morning. Sally sells seashells by the seashore Rubber baby buggy bumpers Peter Piper picked a pack of pickled peppers

Positive Speech He’s currently out of the office, May I take a message? I’ll be happy to….. I’ll transfer you now…. Thank you for holding Ms. Birr….. One moment please…. Not a problem at all, thank you…..

Effective Listening Prepare yourself to listen Concentrate on what is being said Visualize the speaker Hold your tongue, don’t interrupt Take notes Use summarizing statements Use conversation cues if the caller is getting long winded Listen between the lines Be open minded Practice positive listening habits

The ultimate respect you can give someone, is to listen to them. #1 Rule The ultimate respect you can give someone, is to listen to them.

#2 Rule SMILE!!!!

SMILE S – Smile increases the receptiveness of those around you. M – Make the guest feel comfortable I – Information gathering L – Learn the other person’s name E – Eye contact establishes credibility and confidence.

Front Desk Ettiquette Stay organized Keep message for each other in one location Let your co-workers know what needs to be done or where you left off Smile Not a place to be grooming yourself Come to work prepared.