1. So, what it the first impression/impact that you want to give on the phone?: Committed Professional Responsive Dynamic Flexible Friendly / SMILE Well trained Helpful Enthusiastic Caring / attentive Sincerity Once we have achieved this first step we would then build on our Rapport IMPACT - Réservation par téléphone (2)

2. Consider the following questions and agree answers with the delegate: 1. What is Rapport? 2. Why is it important? The first area of Rapport is how you answer the Telephone: What is our Corporate Response? “Good….morning/afternoon, Ibis……(location), (name) speaking, How can I help you?” The second area to build up rapport is Questioning Techniques – test your delegate on types of questions we can ask and why RAPPORT

3. OPEN: How/What/why/where/who – Sounds interested=makes them feel important=creates rapport and co-operation helps to lead the customer and direct the call. Can help a quiet person and allow them to express their thoughts and feelings CLOSED: Did/Can/Is/Have/Do/Will/Could – Is that alright? Will you be available? Would you prefer me to do that? Closed can help with a very talkative person – pin down a solution and agreement they close a topic. They check facts and confirm commitments, sounds positive, proactive and action centred LEADING: If I book the car today, I could offer you a discount? Did you hear about what happened yesterday, don’t you think its good?….. Good for steering the conversation, keeping is specific and finding out about some real issues and desires. Also good for people who are confused because it gives information without trying to educate them or patronise them QUESTIONING TECHNIQUES

4. MULTIPLE: what did you say then and what did you offer to do and by when? Too many questions in one sentence…. Danger of only getting answer to one of them…. AVOID at all costs PROBING: so how would you feel about arriving at that time? Asking for more information in an interested way and opening up a person REFLECTIVE/AGREEMENT: so what you’d prefer is a consultant to visit you, have I got that right? Good to check understanding, for confirming agreements SPECIFIC/DIRECT: can you give me an example of that? How much paper do you need? Watch is does not sound too interrogative if used too much FINAL: is there anything else I can help you with? Showing interest right to the end Can you give examples of questions you would use? Write some down that would help you build rapport QUESTIONING TECHNIQUES (CONT)

5. Why is Listening so important, do you have good listening skills? What skills are essential for effective listening? Taking notes Letting the customer finish talking Use listening responses Repeat back the information to them Be helpful and give correct information Use your Questioning Techniques Try the following exercise and turn the negative into the postive, how many negatives do you use at present? LISTENING SKILLS

6. EXERCISE 1. I don’t know I will find out the answer for you 2. No Yes I can do that for you 3. That’s not possible I’m sorry, that’s not available at the moment, I will record your request. For now, what I can do is…….. 4. She went home early today I’m sorry they are not available at the moment, perhaps I can help you? 5. I’m sorry I didn’t call you back I’ve been in a meeting I’m sorry I missed your call how can I help you? 6. I don’t understand why that hasn’t been resolved I will find out why it hasn’t been resolved LANGUAGE SKILLS

7. You need to consider the tone of your voice. Look at the followings areas and consider the way you talk. What message does each level give out? VOICE CONTROL Energy Volume Pace Pitch Low Medium High Low High Fast Slow High Low/Med Bored/Fed-up/Disinterest Quietly confident/well balanced Over the Top/In your face/Disinterested in you Shy/Unconfident Inconsiderate Nervous/Inconsiderate/ Impatient Bored/Unimportant Bimbo/ Unprofessional Authority/Knowledgeable Self assured / Lively

8. First Impressions:pick up the call within 3 rings use corporate response correctly Using Hold:give the caller the option of a call back revisit the customer while on hold Transferring a Call:make sure the transfer will help give the caller the option of being called back get details of query to relate to member of staff allow 4 rings only explain what will happen next BEST PRACTICE - CONCLUSION

9. Absence:take personal responsibility for the caller let colleagues know how long you will be away for Taking a Message:get all the info: name, number, extension, query, who for, date, time, urgency, your name – pass on immediately Closing the Call:the caller will remember the last thing first so end on an upbeat note: thank them by name Give Extra:“If you have any more questions please contact me again, my name is…..”