Phone Etiquette Let them hear the smile!. Our Main Goal Make a positive impression! Customer...
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Transcript of Phone Etiquette Let them hear the smile!. Our Main Goal Make a positive impression! Customer...
Phone EtiquettePhone Etiquette
Let them hear the smile!
Our Main GoalOur Main Goal
Make a positive impression!
Customer Satisfaction
How do we reach our GOAL?How do we reach our GOAL?• Answer calls properly by
Using proper tone of voice Speaking clearly Having a “smile in your
voice”
• Know how to Screen calls Transfer a call Place a call On-Hold
• Treat the caller with dignity and respect
Answering Properly and TimelyAnswering Properly and Timely
Answer within
Three Rings
Always answer with a greeting (“Good morning”), identify your department and your name, and state “How may I help you?”
Use a Pleasant Tone of Voice
Your Voice Reflects your Your Voice Reflects your PersonalityPersonality• Make sure your
voice Sounds pleasant Has distinct articulation Sounds like you are
smiling Varies in volume
Screening CallsScreening Calls
Ask: “Who is calling please?”
Transferring a CallTransferring a Call
• Always inform the caller to where you are transferring the call
• Always introduce your caller to the person to whom you are transferring
Placing a Call On-HoldPlacing a Call On-Hold
If you need to place the caller on hold, first ask for permission and wait for answer (“Can you hold please?”). Assure that the call is not regarding an emergent situation.
When returning to the line, say: “Sorry to keep you waiting”. If the individual being requested is not available, obtain the phone number and let the caller know when a return call will be made to them, or have them call back at a better time.
Placing a Call On-HoldPlacing a Call On-Hold
Effective ListeningEffective Listening
Understand the caller’s need
Difficult CallsDifficult Calls
People are often frustrated before they place a call.
Turn it around by letting the caller know you understand and you will do everything you can to help him/her.
NeverNever
• Interrupt the caller• Yell at the caller• Slam the phone• Leave him/her
holding for more than two minutes
• Eat, drink or chew gum while you are on the phone
• Talk to someone else (cover the phone if this is unavoidable)
AlwaysAlways
• Apologize for any inconvenience to the caller
Always, AlwaysAlways, Always
Treat all callers with Dignity and Respect
SMILESMILE, your customer is on the line