1. © Telephone Doctor, Inc. | www.telephonedoctor.com Business Friendly Customer Service

2. © Telephone Doctor, Inc. | www.telephonedoctor.com You will learn: To list six critical elements of effective communications that must be actively managed to ensure courtesy in business telephone contacts. To name the major components of these elements and state at least one Business Friendly technique for each. To list six inappropriate techniques remedied by the Business Friendly approach, and state the suggested alternative technique. To demonstrate, by participating in the discussions and completing the Skill Practice exercises, effective application of Business Friendly courtesy.

3. © Telephone Doctor, Inc. | www.telephonedoctor.com Take the Pre-Program Quiz ANSWERS 1.C 2.A 3.A 4.C 5.A 6.A 7.B 8.C 9.B 10.A 11.A

4. © Telephone Doctor, Inc. | www.telephonedoctor.com View Program

5. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #1: Be Business Friendly

6. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss “Businesslike” and “Friendly” mistakenly have been considered opposites. How can these characteristics be combined to provide better service? Most business calls involve a wide variety of situations from the highly routine to the highly emotional. Regardless of the situation, how can you stay businesslike and still demonstrate friendliness to the other party? Think of a recent business situation in which the other party was saying pleasant things, but sounded as if the comments were being read from a script. Was that friendly? If the idea is to establish a warm relationship with the customer, why are you cautioned not to go to the other extreme? How can you be “too familiar” with the customer? Has it ever happened to you? What happened? How did you respond?

7. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Business Friendly is the middle ground between being too cold and impersonal and the other extreme of being too familiar. Business Friendly also includes having a smiling voice; being genuine; being enthusiastic; and offering more than the minimum.

8. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #2: Every Call Is Unique – Don’t Become Desensitized

9. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss Many calls that you may take (or make) on the job are similar enough to become quite repetitive over time. How can you still give excellent service on every call? Most people who take a lot of calls can’t help being at least a little tired at the end of the day. What’s wrong with that? Staying “up” for each call can be challenging, especially after a particularly tough call or two, or toward the end of a long day. How can you keep those things from affecting the service you give on each succeeding call? If you were to give a “Sounds Bored Award” to a person you’ve spoken with on the phone, who would receive it? Why do people sound that way? How can you avoid receiving a similar award from the people you talk with?

10. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Make yourself a star every time! Each call is unique. Like an actor in a play, when the receiver goes up, you’re “on!” Remember – every call is unique; don’t become desensitized.

11. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #3: Solve the Problem – Don’t Argue

12. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss Helping a customer is sometimes made more complicated by a mistake or misunderstanding on the other person’s part. What additional challenge does that create to your giving good service? Think of a recent business transaction you handled where the other party’s problem was the result of their own mistake. How did you handle it? What was the other person’s response? If you could handle it again, what would you do differently? When the other party is clearly in the wrong, why not point it out? After all, shouldn’t you take pride in knowing your job and doing things correctly?

13. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Focus your attention and effort on solving the problem. Be Business Friendly. Remember – solve the problem; don’t argue.

14. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #4: Show Empathy – Don’t Ignore What They Say

15. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss In a number of cases, the situation you handle at work will include the other party’s description of an event or situation. How should you respond to the person’s statements in order to give good service without losing the focus? What is empathy and what place does it have in a business transaction? Not every transaction involves a serious situation or an urgent need. Where does empathy fit in if there isn’t any strong negative element in the other party’s remarks?

16. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Good or bad, don’t ignore what the other person is telling you. Respond appropriately to the customer’s comments. Remember – show empathy and be Business Friendly.

17. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #5: Smile – Don’t Be Cold

18. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss When talking face-to-face with someone else, most people would prefer to deal with a smiling person rather than a cold or gloomy one. How does that preference apply to talking with people on the phone? When talking with people on the phone, we often form a mental image of what that person’s face looks like. Of the last ten calls you have handled, how many of the people would you picture smiling? How do you think they pictured you? Why is it so important to smile when you are talking with someone on the phone?

19. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Business Friendly customer service depends on your smiling, friendly voice. Don’t be cold. If there is no smile on your face, there won’t be a smile in your voice. Remember – SMILE! You can hear it!

20. © Telephone Doctor, Inc. | www.telephonedoctor.com Key Point #6: Avoid Emotional Leakage

21. © Telephone Doctor, Inc. | www.telephonedoctor.com Discuss Have you ever placed a call and had the answering party pick up the phone and immediately snap, snarl, or shout at you? How did you react? How did the call end? Recall a situation in your job when you answered a call in a growling, irritable manner. What were the circumstances that led to your doing that? How did the customer respond to your behavior? Everybody has a “bad day” once in a while, and stressful situations can occur on any job. Doesn’t that imply that some Emotional Leakage is just an ordinary part of the life at work? Why make a point of avoiding it? In most cases, the answering party’s “bad mood” has nothing to do with this call. So why does the new calling customer get blasted?

22. © Telephone Doctor, Inc. | www.telephonedoctor.com Telephone Doctor® Prescription Avoid Emotional Leakage (carrying negative feelings from one situation to another). Never service a customer when you are in a negative mood. Remember – Emotional Leakage is unfair to the customer.

23. © Telephone Doctor, Inc. | www.telephonedoctor.com Take the Post-Program Quiz ANSWERS 1.B 2.B 3.A 4.A 5.B 6.B 7.C 8.C 9.B 10.C 11.C 12.C

24. © Telephone Doctor, Inc. | www.telephonedoctor.com A CALL TO ACTION! Memorize the following key points. Keep them in mind every time you use the telephone. Practice!

25. © Telephone Doctor, Inc. | www.telephonedoctor.com SUMMARY OF KEY POINTS Be Business Friendly Every Call Is Unique – Don’t Become Desensitized Solve the Problem – Don’t Argue Show Empathy – Don’t Ignore What They Say Smile – Don’t Be Cold Avoid Emotional Leakage

26. © Telephone Doctor, Inc. | www.telephonedoctor.com Business Friendly Customer Service