A guide for using the telephone

Slides:

Advertisements

Similar presentations

Telephone Conversation

Advertisements

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.

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.

Telephone Skills.

COMMUNICATING ON THE TELEPHONE

USING THE TELEPHONE.

Helpful Guidelines and Hints

1. 2 Telephoning 3 INTRODUCING YOURSELF Good morning Let’s start Shall we start Let’s get down to work.

Successful Telephoning

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

Interpersonal Communication

On the Phone Unit 2. Telling Tales Listening Practice Word Tips Language Focus Role-Play Assignment Warming-up.

Provided by the LAUSD Food Services Division

Telephone Personality & Phone Ettiquette

Welcome to lesson one in the Customer Service module

Converting Calls to Customers Prepared by Melanie Lynch Training Consultant No. of slides: 22 Prepared from Telestra Corporation Limited’s Tips on Converting.

Common Sense Customer Service All the people we come into contact with during the day are our customers. Customers include students, parents, visitors,

How to make a phone call.

 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.

Essential Telephone Etiquette E-Learning.  Presenting a professional image  Speaking Style  Usage of Tone  Usage of Language  Do’s & Don'ts.

+ 6 Tips For Leaving The Best Voic Message Ever Follow these steps to leave a quality message that is most likely to be listened to and responded.

TELEPHONE ENGLISH.

Telephone Etiquette Michael Clark.

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.

Created By: Ramon Torres.  Telephones is a vital source of communication  The goal of these Business Etiquette Study Sheets is to assist you in becoming.

Communicating by Telephone Chapter 5

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

WELCOME TO UNIT 6 Customer Service MT 221 Marilyn Radu, Instructor.

Office English Lesson 3 Oct. 17, Telephone etiquette A. Be polite Treat everyone equally Focus on the caller, as a receptionist Be helpful Don’t.

On the phone In this unit you are going to: take and report telephone messages. make, accept ad refuse invitations. listen for details. read about telephone.

Telephone Etiquette By Taylor Smith. What To Expect….. How to Answer How to be Prepared What to say What not to say How to leave a message.

Interpersonal Communication. Introduction Interpersonal communications means "showing appropriate ways to exchange your ideas and needs."

TELEPHONE ETIQUETTE.

Emma Johnston Emily Carroll. W HEN YOU ARE NOT PART OF THE PHONE CONVERSATION If someone is on the phone and you need to talk to them say “Excuse me,

© 2011 wheresjenny.com Role Play –Secretary and client 1 Role play – Secretary and client on phone call.

Feature Presentation ‘Above & Beyond’ Telephone Service Action Lights Camera.

The World of Customer Service, 2e Odgers 1 Chapter 11 Chapter 11 Effective Telephone Communication Objectives Detail the essential customer service skills.

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.

On the phone Lesson 10. Can I speak to ……….please? This is …… calling Can I leave a message with you? Hang on a minute Can I take a message? I’ll put.

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

Feature Presentation... “Telephone Manners” Matter.

BY: DR. AKUAMOAH-BOATENG. TELEPHONE COURTESY To most people the telephone is a familiar object and accepted part of way of life. As a result we tend to.

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

Chapter Four Use the Telephone Well for Good Service.

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 Techniques You have less than 10 seconds to make your first impression!

LEARNING UNIT 7 (Week 11) Making A Business Telephone Call ENGLISH FOR PROFESSIONAL COMMUNICATION.

TELEPHONE ETIQUETTE Presented by Poorni D C. INCOMING CALL.

Telephone Etiquette.

Objectives Answering Calls Tactful Responses Taking Messages

Hello? Using the telephone

Answering the phone: Hello? (informal) Thank you for calling Microsoft. Sam speaking. How may I help you? Andrew’s Book Store. How can I help you?

Talking on the Phone.

Telephone English By Joy Yu.

Telephone English.

Business Phone Etiquette

Presentation transcript:

A guide for using the telephone TELEPHONE TECHNIQUES A guide for using the telephone

Company’s Image Each employee portrays the image of the company through the telephone. We are our company when we answer the phone. It’s the way we do the answering, transferring and handling that makes a lasting impression.

Handling Calls Answer promptly: First ring if possible. Be alert. Have necessary supplies ready. Do not eat, drink, or type while talking. Enunciate words well. Be helpful. Speak confidently and positively about your company.

Handling Calls Speak at a normal speed. Use rising and falling inflections. Speak directly into the phone. Visualize and speak directly to the person calling. Convey a friendly intelligent interest. Use simple, non-technical language.

Handling Calls Answering on a direct line: Answering for someone else: Good morning/afternoon Kiamichi Technology Center Christi Countryman speaking How may I direct your call? Answering for someone else: Good morning/afternoon “Business Technology, Peggy Brown speaking” or “Mrs. Lovell’s office, this is Peggy Brown, how may I help you?

Handling Calls Transferring a call to another extension: Don’t say: “Hang on,” Hang on a minute,” “Hold on” or Jissa’ minute.” Preferred: “I’ll transfer your call now. One moment, please.” On leaving the line: Don’t say: “Just a minute, Let me look around for her,” “Hold on, I’ll see what I can do.” “I’ll try to find it.” Preferred: “Would you mind waiting while I check, please?” or Do you care to wait or shall I call you back?

Handling Calls Calls on hold: Always put your telephone on hold. If you are having trouble finding information, after 30 seconds or so return to the caller on “hold” and let them know you are still trying to locate the information. Never leave a party waiting on “hold longer than 30-40 seconds without another apology and/or explanation.

Handling Calls Returning to the line: Use the customer’s name. Apologize for the delay. “Thank you for waiting, Mr. Jones. Sorry for the delay.” If the caller wishes to wait, remember to give frequent progress reports. NEVER use the customer’s first name. Be professional.

Handling Calls If the requested party is busy: Never say: “He’s not in yet, he’s not back from lunch yet, he hasn’t come in today, I don’t know where he is, he’s out for coffee, he went to the bathroom, or he’s not taking any calls.” Instead: “Mr. Smith is out of the office at the moment, Mr. Smith is out of the office for about an hour, or Mr. Smith will be out of the office until tomorrow.”

Taking Messages Message pad and pencil by every telephone extension. Request the information from the caller, don’t demand it. Never say: “What’s your name?” or “Who’s this again?” Instead: “May I have your name, please?” or “May I ask who’s calling?”

Taking Messages Never say: “What name was that? I can’t hear you.” or Talk a little louder. I can’t understand what you’re trying to say.” Instead: “Would you repeat your name for me, please?” or “May I have that number again, please?” Always fill information necessary on the message form completely and neatly.

Saying Good-bye Avoid: “Okay, so long.” “See you later.” “All right, now.” “Bye, bye.” Instead: “Thank you for calling, Mr. Smith. Good-bye.” “You’re welcome, Mr. Smith. Good-bye.”

Preparing to Make a Call Use directory assistance only as a last resort. Be familiar with telephone services available at no charge. Be aware of different time zones for long distance calls. Be positive. Know why you are making the call. Have necessary information ready. Make sure you have the correct number. Be aware of time used and charges concerning phone use.

Basic Rules of Good Telephone Techniques Be alert Be pleasant Be clear Be natural Use caller’s name Treat every call as an important call Be tactful Apologize for errors or delays Take time to be helpful Say please, thank you and you’re welcome

Conclusion These are a few of the ways good telephone techniques can help us be more effective and build lasting customer relationships. So next time the phone rings, remember: be friendly, be considerate and be interested. The telephone is the most important communication tool you’ll ever use in business. Be sure you know how to use it.