Presentation on theme: "Effective Phone Techniques"— Presentation transcript:
1 Effective Phone Techniques Improve your job performance&Present a positive image for your organization
2 Purpose Share specific guidelines and techniques! Enhance your job performancePresent a positive image for your organization.
3 Communication 7% with our words 23% with the tone of our voice 70% by the actions of our body and faceFrom Visionus.com 2005
4 7 Main Points Be Prompt, Prepared and Courteous Employ Effective ListeningDiffuse Anger or FrustrationOffer Professional AssistanceDelivering a Difficult MessageBalancing your time with the needs of the callerConclude the Call Professionally
5 Be Prompt, Prepared & Courteous Answer phone on 1st ringBe ready to pay attentionUse consistent greeting (Good Morning Los Rios...)Always identify the organization and your name.
6 Be Prompt, Prepared & Courteous Be Prepared:Always have paper and pencil closeBe ready to ListenHave all tools close by to answer questions
7 Be Prompt, Prepared & Courteous Be Courteous:Treat each caller like a guestAlways smile! – It can be heard!Treat each caller like you would want to be treated.
8 Effective Listening Really Listen! Two types: Comprehensive Critical To understand what caller is sayingCriticalTo evaluate and determine the facts
9 Effective Listening Show that you are Listening! Be attentive Ask caller’s name and then repeat itAsk what company the caller is fromEmpathize with callers feelings (if necessary)
10 LISTEN… L = Let Others Speak I = Intend to ‘Hear” Them S = Speak When It Is Your TurnT = Talk With Them, Not At ThemE = Enthusiastically RespondN = Never Speak When Others Are Talking
11 Offer Professional Assistance Establish a respectful relationshipAlways ask how you may helpAsk caller’s name and if appropriate, the name of their company.Advise honestly what you can do to assistBe helpful but honest and don’t promise what you cannot deliver.
12 Offer Professional Assistance If transferring or placing call on hold is necessary, always give the caller the option (ask permission).- Transfer: Advise caller who you are transferring them to and what extension.- Stay on the line to be sure someone answers.- Take call back if there is no one for them to talk with (you have already established a relationship.)
13 Offer Professional Assistance Placing the caller on hold.Always ask their permissionCheck back within 30 secondsCalling the caller back.State reasonable and accurate time you can call back.Call back when promised.Promise only what you can deliver.
14 Defuse Anger and Frustration Identify the needs of the callerListen - Be quietAsk Open-ended questions – allow caller to shareDefuse anger with attentive listening and empathyListen ComprehensivelyEmpathize with Caller’s FeelingsRespond to accusations without becoming defensiveDefuse loud and/or aggressive languageOffer quiet responses – gives no reason to yellNever take the defense – gives no reason to argueSmile and be reassuring – that you want to help to resolve the issue.Take control of the conversationAsk Specific questionsAdvise how you can help
15 Delivering a Difficult Message Tips that may be helpful:Deliver the message honestly without placing blame.Advise what action will be taken (if appropriate).Advise realistic time frame (if necessary) for any action.Listen and offer Understanding without becoming defensive.Offer an apology (if necessary) for any inconvenience.Remind the caller of any responsibility they need to take.Thank the caller.
16 Balancing Your Time with the Caller’s Needs Your time is valuable!Caller’s time is valuable!Employ effective listening.Take accurate message (READ # back)Advise caller of action being taken.Thank caller for his/her time.
17 Concluding the Call Professionally Always thank the caller (by name) for the call.Remind the caller of what you promised (if appropriate).Remind the caller of any actions they are assuming.Remember that a clear message avoids unnecessary calls.
18 SUMMARY Be Prompt, Prepared, and Courteous Listen Effectively Offer Professional AssistanceDiffuse Anger or FrustrationDeliver the difficult message positivelyBalance your time with callers needsConclude the call Professionally
19 Learn It – Use It! Name (3) techniques you’ve learned List (1) thing you will change immediatelyShare your best ‘phone skills’ adviceQuestions?