1

“Effective Telephone

Techniques”By Eugene Win CRDE

2010

ObjectivesObjectives

2

Upon completion of this training…. You will understand the techniques

associated with correct telephone answering.

You will be confident in your abilities to process incoming and outgoing calls, and

You will be well versed in dealing with problems as they arise. .

3

So what

is“Listening”

4

Listening is a vital part of effective

communication.

ListeningListening

►Listening – is not easy for some people, but you can get better by practising. Only then will we learn what our guests want.

5

All of us (well most of us) have two ears and one mouth. But do we use them in that proportion? Very seldom.

ListeningListening►HEARING - enough so as to catch what the guest is saying. If you can then repeat what you have just heard ……. You HAVE been listening.

6

►Understanding – when you UNDERSTAND exactly what you have just heard.

ListeningListeningFor listening to be truly successful, you need to develop ‘active’ listening skills

(verification / clarification) which demonstrates to the guest that you not only care about him / her, but

also what he / she has to say.

7

ListeningListeningBeing an ‘active’ listener means 2 things:

1. YOU take responsibility for understanding what the guest is trying to communicate to you.

2. YOU show that you are genuinely interested in what is being communicated.

8

ListeningListeningSo how do you become an ‘active’ listener?

9

SIMPLE

Verification / Clarification – is the most ideal

way for you to check that you really areunderstanding the TOTAL meaning of

theguest message.

ListeningListening

10

Verification / Clarification is simply re-confirming the guest message using your own words for example:

You: “May I have you telephone number please?”

Customer: “85848600”

You: “85848600 – is that correct?”

ListeningListening

11

So remember, when communicating:

a) Listen carefullyb) Listen activelyc) Cut down the amount of talking you do

(remember 2 ears ….. 1 mouth)

ListeningListening

12

►Give your full attention - to the person who is speaking. Keep your work area free from interruptions and clutter.

working on what you were doing before the call was offered to you.

ListeningListening

13

“Nothing is now more important than the person you are speaking to”.

►Put your own thoughts on hold - so that you can fully concentrate on what is being said to you.

TelecommunicatingTelecommunicating

14

TelecommunicatingTelecommunicatingHow do you conduct yourself on the phone

TODAY ??????

15

Can you answer YES to all of the above

for EVERY CALL?

Polite Professional Efficient Knowledgeable Confident

Do you offer the BEST CUSTOMER SERVICE

16

Communication : The Flow

Sender ReceiverMessage

Feedback

Channel

Perception

DeliveryFormulating

Response

Understanding

17

Telecommunication is…

Voice tones

55%

Body Language7%

Words

38%

TelecommunicatingTelecommunicating

18

Communication Skills

Body Language

7%

Voice Tone55%

Words38%

•Smil

e •Postur

e

•Volum

e•Acce

nt

•Speed of

talking

•Influen

ce

•Knowledg

e

•Confidenc

e

TelecommunicatingTelecommunicatingGolden Rules

19

Not on 1st ring, not after 3rd ring.When you answer on 1st ring, the guest won't be ready to listen you.When you answer after 4th rings, it's too long. (more than 10 seconds)

Not on 1st ring, not after 3rd ring.When you answer on 1st ring, the guest won't be ready to listen you.When you answer after 4th rings, it's too long. (more than 10 seconds)

• Rule #1: Answer the phone within 3 rings.

TelecommunicatingTelecommunicating• Rule #2: Your body posture should be straightly standing or if sitting, sit on your hip and chest up.

20

Leaning the counter or something, makes you feel bore. It will definitely effect your voice.

Use gestures if it helps you. No-one can see you.

Leaning the counter or something, makes you feel bore. It will definitely effect your voice.

Use gestures if it helps you. No-one can see you.

TelecommunicatingTelecommunicating• Rule #3: Always identify yourself

21

The caller must know whether his call reaches to correct destination or not. The caller must know whether his call reaches to correct destination or not.

TelecommunicatingTelecommunicating• Rule #4: Explain and get permission from the caller when you have to put on hold.

22

Explain him the reason and check whether he wishes to be on hold.

And keep informing him on every 30 seconds so that he doesn't think that his call has been forgotten.

Explain him the reason and check whether he wishes to be on hold.

And keep informing him on every 30 seconds so that he doesn't think that his call has been forgotten.

TelecommunicatingTelecommunicating• Rule #5: Get permission before you transfer and make sure that call is answered.

23

Operator - After transferred the call and if nobody answer, make sure to pick it up and offer assistance. Others - Do not release until the other side answer it.

Operator - After transferred the call and if nobody answer, make sure to pick it up and offer assistance. Others - Do not release until the other side answer it.

TelecommunicatingTelecommunicating• Rule #6: Let the caller feel your sweet smiling voice.

24

Telephoning is the communication without seeing the faces, so your sweet and courteous voice could create your good image.

You really can ‘hear’ a smile over the phone. A smile actually relaxes the throat muscles and your voice sounds warmer.

Telephoning is the communication without seeing the faces, so your sweet and courteous voice could create your good image.

You really can ‘hear’ a smile over the phone. A smile actually relaxes the throat muscles and your voice sounds warmer.

TelecommunicatingTelecommunicating• Rule #7: Whenever you are engaged and have to answer a call, please excuse first to the person you are dealing.

25

It's rude to pick up a call when you are engaged with a guest at counter or on the line without getting permission from him.

It's rude to pick up a call when you are engaged with a guest at counter or on the line without getting permission from him.

TelecommunicatingTelecommunicating• Rule #8: Always use the caller's name

26

It's nicer for the caller if you remember his name and use it. (Recognizing) It's nicer for the caller if you remember his name and use it. (Recognizing)

TelecommunicatingTelecommunicating• Rule #9: Always hang up only after the caller did.

27

The caller might have any more to say. Listen until to the end.

A few second will not make you delay, but it will destroy all your effort with the call if you do not want to wait for it.

The caller might have any more to say. Listen until to the end.

A few second will not make you delay, but it will destroy all your effort with the call if you do not want to wait for it.

TelecommunicatingTelecommunicating• Rule #10: Final rule. Always use the magic words.

28

Magic words such as Thank you for calling, Please, May I, etc are really worthy for you if you use it.

Never ever use slang, yap, yeah, nop, OK, Sure!

Do Not Use Industry Words With Customers

Magic words such as Thank you for calling, Please, May I, etc are really worthy for you if you use it.

Never ever use slang, yap, yeah, nop, OK, Sure!

Do Not Use Industry Words With Customers

TelecommunicatingTelecommunicatingThere are some words that

do not sound good

29

►CAN’T / CANNOT - negative word, don’t tell the guest what you can’t do, tell them what you CAN do

►CHEAP - indicates poor quality. Try to use “good value”

►NO PROBLEM – “Did I say there was a problem”??? Not professional, try “You’re Welcome” , “My Pleasure” or “Your Welcome”►JUST - JUST for one night, JUST for one person

►Yep / Yeh / Yup / Arhha / Uhmm / – Unprofessional. You are in fact replacing the word “YES” with slang.

30

Thank You