You may be the first person a caller talks with, so it is important to represent the company well! ...
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Transcript of You may be the first person a caller talks with, so it is important to represent the company well! ...
Techniques for Effective Telephone Use
Tips for Effective Telephone Use
You may be the first person a caller talks with, so it is important to represent the company well!
Every call is an opportunity to enhance customer relations, your image, and the image of your company.
Leave your emotions at the door
Smile!
More Tips . . . Answer before the third ring Use a greeting (buffer, company
& your name) Good tone—your attitude or
manner of expression Show enthusiasm! Pitch—variation of tone (no
monotone!) Rate—a speed that the
customer can understand
And More Tips . . . Remember to be helpful Be courteous and polite Don’t give out too much information
No gum or food No slang (use good grammar) Enunciate and pronunciate
clearly Keep pen and notepad nearby
More . . . Position phone on the opposite side of your
writing hand
Know your equipment Ask before placing on hold Never leave customer on hold more than
30 seconds› Thank you for holding . . .
› My apologies for the wait . . .
Ending . . . Monogram the call Blind vs. announced transfer
Remember--
. . . you are the link between the company and the customer!