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Use the Telephone Well for Good Service

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Presentation on theme: "Use the Telephone Well for Good Service"— Presentation transcript:

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

2 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

3 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

4 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

5 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

6 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

7 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

8 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

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

10 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

11 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.


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