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Objectives:
At the end of the Workshop, the participants will be
able to:
Use effective call greetings as a caller and receiver
Project the Companies image in a positive manner
Practice good telephone techniques and telephone manners
Use appropriate language during telephone conversations
Speak with an effective telephone voice
Use an effective approach to handle special telephone tasks like
call transfers, taking messages, call backs, holds, interruptions,
and unintentional disconnects
Manage Difficult Calls
Learn to manage stress levels during calls
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Key Topics
Your first impression
Your voice
Tips and preparing mentally
Answer & close etiquette
Frustrations for callers
Coping with difficult people
Sound/Look familiar?
You can become
confident that you are
doing this part of your
work correctly if you
will practice the
proper techniques.
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Answer Promptly
Answer before the third ring if at all possible.
If youre talking on another line or to a
person at your desk, excuse yourself,
answer the phone, permit the caller to state
his/her purpose, then tell him/her you are on
another line and ask him/her if he/she can
wait for a minute, or ask if theyd like to
leave a message.
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Identify Yourself
What should you say when you answer the phone?
Suggestion:
When answering someones elses line, give the
name of the company and your name.
When answering your own line you can give
department and name at the same time and then
your name; i.e., Del Mar College Center for
Business, Sally Mae speaking...
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YOUR VOICE
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Conversation Techniques
(1)Development of CONFIDENCE in handling even difficult telephone calls; (2 ) the recording
of important points of a call; and (3) the use of good communication patterns.
Assume and keep the initiative in conversations.
When you answer Your response, wont stop at, No, he/she isnt here. It will extend to:
He/she isnt here.
Ms Brown is out of
the office.
or
Shall I take a message?
or
Perhaps Mr./Ms X can help you.
or
Can someone else help you?
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Conversation Techniques
Acceptable Responses
What You Mean:
"He/She is out."
"She/He is out of the office for the day. Can someone else
help you or would you like her/his voicemail?"
"She is busy"
Conversation Techniques
Acceptable Responses Cont
To answer, lamely, a callers question with, No, I dont know, suggests what?
But to say, No, Im sorry I dont know, but...
Mr./Ms X may have an answer for that problem. Shall I transfer you to him/her.
or
If you would like to hold for a minute, Ill get Mr./Ms X to see if they have an
answer for you.
These comments at least suggest to the caller that you are interested in trying to
help.
Do you want the name of the caller? Then try: May I tell him/her who called?
Im sure Mr./Ms X would like to know who has called.
When he/she returns, may I tell him/her who called?
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Conversation Techniques
When Leaving the Line
When you need to leave the line during a conversation:
Say how long it will take, and then:
Ask your caller if he/she will hold the line, or if he/she would
prefer that you take a message.
Check in with your caller if you have to be away from the line
for more than a minute, with It will take me a few minutes more
to find that information; do you wish to wait or shall I call you
back?
Avoid saying, Just a moment, then leaving the line. Your
caller may prefer to receive that information later than to wait
out the time of your search!
Get the Customers attention. To pick up the telephone and
continue with, its 361-698-1116, will invariably bring a what
was that? So..
Thank him/her for waiting or apologize for taking more time than
you had anticipated would be necessary.
Now that you have his/her attention again, give him/her the
information.
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Conversation Techniques
Ending the Call
1. Help your caller come to a close with a hint
that your conversation has come to an end.
2. When you are listening:
Keep the initiative here, too. Whether you
are waiting for that break in the
conversation, or whether you are listening
to your conversation partners complete
story.
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Conversation Techniques
Closing the Call
When you are closing:
1. If you initiated the call, review the
information details. Whatever the business
may have been. Be sure that the details
you have written down are correct.
2. If you have received the call, repeat to your
caller the business of the call. Make
certain that your caller has understood
correctly what you have told them.
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Conversation Techniques
Ending Prolonged Calls
A.
B.
C.
Conversation Techniques
Gathering Information
1. SUMMARIZE the business at the close of the call.
2. Have a pencil in hand when you answer that
ring. Be ready to write as well as listen.
3. Record telephone calls.
4. Have a pencil in hand when you place a call.
Write down names, dates, times, place, and
items.
Suggestions:
Use your notes for letters or memos confirming
conversations.
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Voice Mail
Voicemail has many benefits and advantages when used properly. However, you
should not hide behind voicemail.
Do:
Make sure your message is polite,
direct, and businesslike.
Make sure your message can be
understood clearly.
Do Not:
Make crude comments or mention
social references in your message
(i.e. Im unable to answer my
phone because Im out partying).
Have music playing in the
background.
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Voicemail Greeting
Be sure to record your own personal greeting; don't
use the standard default greeting or have another
person record your greeting.
Write down what you want to say in your greeting and
practice saying it a few times before recording.
Include in your greeting your name and department so
that people know they have reached the correct
person.
Your regular greeting should include your normal work
hours.
Use the attendant feature if available! This feature
allows the caller to reach another person in your
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department from your voicemail.
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Survival Tools
There are specific vocabulary
formulas to use to reduce the
emotional impact of difficult callers
and methods that can turn a
stressful encounter into a positive
interaction.
One of the critical factors in
successful telephone
communication which bears
repeating is voice tone.
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Proceed Cautiously
Choose the right word or
phrase to send the best
message.
Learn how to say "no" in a
positive manner by
subtracting "Not" Words
and negative phrasing from
your communication. The
end result: callers who
understand and accept your
information more quickly.
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What To Do When
You Make a Mistake
You can recover from blunders and be a winner. Here's how:
Make things right. Your first responsibility is to correct the mistake.
Apologize. When you make a mistake, you'll usually gain stature by
apologizing in a direct way.
Let the matter rest. One apology suffices.
Learn more about operations. If you have to track down a goof, use the
occasion to learn more about the intricacies of your department or campus
operations.
Ask if you can do something else. After resolving your mistake, ask if you
can help in any other way.
Let others know you've learned something. Assure those affected by your
error that it won't happen again. Keep records.
Keep a record of errors made, the causes, and their solutions. Review the
list of mistakes to prevent their recurrence.
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Battling Burnout:
Five Survival Tips
1.
2.
3.
4.
Get help from others. Don't let yourself feel isolated and alone.
5.
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