1. © 2011 South-Western | Cengage Learning GOALS LESSON 3.2 SERVICE BY TELEPHONE Discuss the elements of business telephone etiquette Describe how telephone systems are used to serve customers

2. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 2 3.2 Telephone Etiquette Making a first impression Being professional, helpful, organized Listening Asking pertinent questions

3. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 3 3.2 Telephone Tips Show willingness to help. Convey sincerity. Be fully attentive. Use “hold” sparingly. Speak clearly. Refrain from familiarity. Demonstrate self-confidence. Satisfy without transferring. Return calls promptly.

4. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 4 3.2 Telephone Don’ts Don’t sound disinterested or aloof. Don’t shuffle papers. Don’t eat, drink, or chew gum while listening or talking. Don’t answer “side” questions from coworkers. Don’t use slang, like “yeah” or “gonna.” Don’t talk so loudly that you seem angry. Don’t interrupt. Don’t rush the caller. Don’t work on the computer while talking. Don’t put the caller on hold unless absolutely necessary.

5. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 5 3.2 Taking a Message Full name, department, company, and phone number of the caller Name of person who was called Time and date of the call Complete message Urgency of the call Time the customer wants to be called back or time the customer plans to call the employee back

6. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 6 3.2 Additional Guidelines for Placing Calls 1. 1.Place your own calls. 2. 2.Be well prepared. 3. 3.Don’t procrastinate. 4. 4.Place the call at an appropriate time. 5. 5.Identify yourself, state your reason for calling, and then ask if this is a good time to talk. 6. 6.Sit up straight. 7. 7.Speak sincerely, pleasantly, and with consideration.

7. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 7 3.2 Additional Guidelines for Placing Calls 8. 8.Remember that your customers are busy people. 9. 9.Encourage the customer to talk. 10. 10.Take notes. 11. 11.Paraphrase the customer’s words to verify the message. 12. 12.At the end of the call, summarize the major points.

8. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 8 3.2 Cell Phone Manners Keep your cell phone out of the way. Select a professional ring tone. Do not lay your phone on the table if you are in a meeting. Do not make a customer wait while you finish a call. Do not take or make phone calls or receive or send text messages when a customer is nearby. Do take emergency calls. Do not wear phone accessories in the presence of a customer.

9. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 9 3.2 The Telephone as a Customer Service Tool Revenue growth Toll-free numbers Telemarketing

10. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 10 3.2 Revenue Growth Interactive voice response systems Telephone sales representatives (TSRs) Cross-selling In cross-selling the TSR recommends a product or service that complements the one the customer has just purchased. Upselling Upselling is the process of offering a discount for increased quantity or combination orders.

11. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 11 3.2 Toll-Free Numbers Toll-free numbers allow customers to telephone a company without having to pay for a long-distance telephone call.

12. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 12 3.2 Telemarketing Purposes of telemarketing calls: Promote merchandise or services Conduct market surveys Ask for donations to charitable causes Arrange appointments for demonstrations Promote political candidates Do Not Call Registry

13. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 13 3.2 Telemarketing—Some Suggestions Rehearse. Be well informed. Be friendly and professional. Don’t persist if the call is unwelcome.

14. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 14 3.2 Telemarketing Benefits Telemarketing centers can be set up quickly and inexpensively. Telephone calls can be made more frequently and inexpensively than in-person sales calls. Results are quick, often showing an immediate increase in orders. The same staff can perform a variety of functions.

15. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 15 3.2 Effective Use of Telephone Technology Speakerphones Call waiting Voice mail Web conferences