Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,1,Telephone Etiquette,Facilitator,Mae Martin,2,Objectives:,AttheendoftheWorkshop,theparticipantswillbe,ableto:,Useeffectivecallgreetingsasacallerandreceiver,ProjectDelMar,simageinapositivemanner,Practicegoodtelephonetechniquesandtelephonemanners,Useappropriatelanguageduringtelephoneconversations,Speak with aneffective telephone voice,Use aneffective approach tohandlespecial telephone tasks like calltransfers,taking messages,call backs,holds,interruptions,and unintentional disconnects,ManageDifficult Calls,Learn to manage stress levels during calls,3,Key Topics,Your first impression,Your voice,Tips and preparing mentally,Answer&closeetiquette,Frustrations for callers,Copingwith difficultpeople,4,YOUR FIRST IMPRESSION,5,Etiquette EssentialsFrom Start toFinish,Learn the best,greeting,tomakea,positivefirstimpressionandwhatittakes,toadvancethatfirstimpressionintoa,positivelastingimpression.,Taking,controlofthecall,placingcalls,on,hold,and,transferring,callsarethree,seeminglysimpletasksthatarereally,majordangerzones.,Learnhowtohandlethesedelicate,situationswithphoneskillsetiquetteina,waythatmakestheinteractionaspleasant,aspossibleforthecaller.Youarentoutof,the woodsyet!,Evenif the call ismanaged skillfully,all the,hardworkcan be quicklyerased ifthe call,isntclosed efficientlyand positively.Well,examine subtleand not-so-subtle habits,thatcan damagerelationshipswithcallers,and then wellconclude this session with,skills for,wrapping up thecall,thatwill,leaveyourcaller smiling.,The properwayto answerthe telephone is,however your department wantsyou to.,Whatever your verbiage,answerin such a,way the personon the other end will not,drawa conclusion that the person who,answered is cold andaloof,and hesitates,to communicatereadily.,6,Todays technology allowsyouto handlemorecustomer service calls than ever before.Butwhentelephonepersonnellackcallmanagementskills,the only thing you get from allthattechnology isthe ability toservemorepeople poorly.Thatmeans losing customers-andprofits.Your telephone personalityhasa definitebearing on your rating with Del Mar!,BasicTelephoneTechniques,7,ImportantFirstImpressions,Contrary to popularbelief,treating others as you,wantto betreated reallyisnt thebestpractice,whenit comes to communicationstyles,because it,assumes that everyone isjustlike,YOU,.,Communication is anart,and mastering that art,can be thekeyfor building,stronger customer,relationships,.,8,Sound/Lookfamiliar?,You can become,confidentthatyou are,doingthispartof your,workcorrectlyif you,willpractice the,proper techniques.,9,Answer Promptly,Answer before the third ring if atall possible.,If youretalking onanother line or toa person at your desk,excuseyourself,answer thephone,permitthe callerto statehis/her purpose,then tell him/heryou are onanother line and ask him/herif he/shecan wait for aminute,oraskif theydliketo leave amessage.,10,IdentifyYourself,What shouldyousay whenyou answerthephone?,Suggestion:,When answering someoneselses line,givethe name ofthe companyand your name.,When answering your ownline you cangivedepartment and name at the same timeand then your name;i.e.,“Del MarCollege Center forBusiness,Sally Mae speaking”.,11,YOUR VOICE,12,Talk with aSmilein Your Voice Be Courteous,Rapidspeechsuggests impatience;rapid speech is difficultto follow inface-to-face conversation,necessitates repetition intelephone conversations.,SLOWDOWN,.,Slowspeech,incontrastconveysanimpressionoflethargy,forgetfulness,lackofvitality.,MAKEANEFFORTTOQUICKENTHE,PACE,.,13,TalkwithaSmileinYourVoice,BeCourteouscont,Bekind,polite,direct,enthusiastic,andspeakwithastrongvoice.,Trytohavelittleornobackgroundnoise,i.e.loudradio.,Dontbetoofamiliar.,Donotyellortalktoothersintheroomwhileyouareonthetelephone.,Donoteat,drink,orchewgumwhiletalkingonthetelephone.,Alwayshavepaperandpenbythetelephone.,Whenansweringthetelephoneandthecallerdidnothearyourintroductionandsays,“,“Is_in?”DONOTrespondwith:,“,“Yes.”Thisisconfusingtothecaller.Instead,answerbysaying,“,“Thisishe/she,”,”or,“,“Speaking.”,14,ClosetheCallCorrectly,Whentheconversationiscompleted,what,doyoudo?,Makesurethatthecallerhasnomorequeries,Use,“,“Goodbye,thankyourforcalling,”orsomeotherappropriateclosingtoindicatetheconversationisended.,Letthecallerputdownthereceiverfirst,sotheydontfeelyouhavecutthemoff.,15,Transfer CallsQuickly andCorrectly,.,Correcttransfer of acall requiresthe one who answersthe telephoneto getadequate informationfor correct referral.,When acall must be transferred,the mostdesirable procedure is to tell thecallerto whomhe/shewill be transferred,“,“Illgive you Ms Brown;she handles those matters;just a moment,please.”,Be sureyou are transferringthe caller tothe proper person ordepartment.,16,Handlethe InstrumentCorrectly,Donotholdtheinstrumentwith themouthpiece cuppedinthehand.Holdtheinstrumentbythe,“,“handle.,”,”,Donotput thereceiveronitssideonthedesk.,Mufflethe mi