TIPS TO TELEPHONE
EXCELLENCE
AGENDA
•
•
•
•
•
•
•
•
•
Introduction
First Impressions
Greeting the Caller
Listening for Accuracy
The Do’s and Don’ts
Taking an Accurate Message
Telephone Tips
Telephone Features
Basic Voicemail Procedures
1
Today You Will Learn How To...
•Answer the Telephone With Confidence
•Take an Accurate Message
•Use the Features of the Telephone
•Use Voicemail to Enhance Call Handling
2
First Impressions
Whenever You Use the Telephone You Become...BIDMC
How You Handle Each Call Affects the Image of ...BIDMC
A ringing phone is a cue to present your best image to the unknown
customer.
Answering promptly:
• builds a reputation of efficiency
• minimizes the disturbance of phone ringing in your office
Properly identifying yourself prompts the caller to make the same
identification.
Your voice is an important part of your personality!
Callers only know what they hear:
• the quality of your voice
• how clearly you speak
• your tone and emphasis
The caller can’t see all the things that make up your personality.
You can sound abrupt, routine, irritated or...Confident, Courteous, and
Friendly.
It all depends on your TELEPHONE PERSONALITY POWER
What You Say and How You Say It
Remember, personal attention goes a long way in making a good
impression.
3
Greeting The Caller
What it is:
Greeting the customer initiates the interaction.
An effective greeting communicates:
Competence, availability, and an interest in providing service.
Why it’s important:
Your greeting sets the tone of the call.
Start Positive, and you increase the chances of having a Positive Call.
Your greeting shapes the image the caller has of BIDMC and your
department.
If your greeting is professional and polite, chances are that the caller will
respond in the same manner.
Your greeting should provide information to the caller, who wants to know:
• whom they have reached
• when they can start talking
4
Greeting Contents
A greeting contains:
• An Opening
• The Company / Department Name
• Your Name
• An Offer of Assistance
What is your department’s standard greeting when
answering
the telephone?
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
5
When you are talking on the telephone,
others form a mental PICTURE of you.
P - PITCH
Hi or low pitch
I - INFLECTION
The way words are
emphasized to show the
mood of the conversation
C - COURTESY
May I, Please, Thank You
T - TONE
How you say it, and the
meaning of what you say
U - UNDERSTANDABILITY
or eat
To communicate clearly,
don’t chew gum
while speaking
R - RATE
Slow or fast
E - ENUNCIATION
Syllables may become
muffled through the
phone transmitter.
Mumbling may
cause misunderstanding.
6
Active Listening
What it is:
Active Listening is the ability to recall and organize the information
presented by the caller.
Why it’s important:
It enables you to hear the caller’s verbal message and manner.
These are your primary tools in understanding the caller’s perspective.
It also helps build YOUR confidence as you demonstrate your ability to
understand the reason for their call!
Customers are sometimes confused about how to explain their problem and may be looking to you for help.
Failing to listen creates opportunities for communication problems.
• Wait until you have enough information to respond.
• If you respond too quickly it may cost you, or someone else, more time
later.
Resist distractions, including your own. You may feel:
• pressed for time
• interrupted by co-workers
• anxious to take a break
7
THE DO’S AND DON’TS
OF WHAT TO SAY TO A CALLER!
DO SAY
DON’T SAY
“I’ll try to find a co-worker who can help”
“I don’t know”
“She’s unavailable at the moment”
“She’s out”
“She’s in a meeting”
“She’s not here”
“She’s busy with another client”
“She’s gone”
“He’s busy with another call”
“He’s in the bathroom”
8
Techniques For Taking An Accurate Message
1. Have a message pad and pen by the phone
Be ready at all times to take a message.
2. Answer promptly and before the 3rd ring if possible
The customer cannot see how busy you are.
3. Greet the customer
Remember to be friendly and speak clearly.
4. Listen carefully
Give your full attention to the customer.
5. Write down message as it’s being given
Don’t rely on your memory to write the message later.
6. Use the customer’s name whenever possible
At least begin and end with the customer’s name.
7. Verify name, phone number, and the message
It’s okay to ask for the information again.
8. Deliver the message quickly
We rely on each other to keep the ball rolling!
9
Telephone Tips
1. Answering the telephone
A. The telephone should be answered by the third ring; remember the
caller cannot see how busy you are.
B. Identify yourself to eliminate guesswork.
C. Suggested answering phrases:
•
Greeting: (good morning etc.) name of company / department
and your name
•
For yourself: give your department and name
•
For others: give other’s name and your name
2. During a conversation
A. Speak distinctly in your natural voice.
B. Listen carefully, give your full attention to the caller.
C. Give a business-like impression at all times. This creates a good
image of credibility.
3. Outgoing calls
A. Place outgoing calls personally.
B. Plan calls ahead of time with the following in mind:
•
Be sure of the number you are calling.
•
Have any reference materials ready.
•
Consider time zone differences.
•
Is this the best communication medium (how about email).
4. Calls Holding
A. Give the caller the option of holding (are you able to hold?).
B. Inform the caller he will be placed on hold.
C. Return to the line frequently to let the caller know what progress has
been made.
D. Thank the caller for holding.
10
5. Leaving the office
A. Maintain adequate telephone coverage.
B. Indicate how long you will be gone and where you can be reached to
your co-workers and in your voicemail message.
C. Use the “Send Calls” feature when away from your office.
D. Use the Extended Absence Greeting in Voicemail when out of the
office for more than 1 day.
6. What to have by your telephone
•
paper and pencil
•
internal phone directory
•
telephone directory
•
reference material
•
list of frequently called numbers
7. Taking messages
A. Have paper and pencil ready and use them, do not rely on your
memory.
B. Request details courteously; do not demand information.
C. Verify numbers and spelling, a jumbled message is worthless.
D. Pass message quickly.
E. A proper message includes:
•
For whom the message is being taken
•
Callers name location and phone number
•
Time and date
•
Message
•
Action to be taken (if any)
•
Message taker (your name)
11
8. Transferring calls
A. Know transfer procedures.
B. Help the caller as much as possible.
C. Explain to the caller why you are transferring his call.
D. Give the caller the name of the person and telephone
number to which you are transferring him.
E. Relay concise information to party receiving transferred
call. This eliminates the need for the caller to repeat
their information again.
9. Your voice
A. A clear pleasant voice saves time and avoids confusion.
You appreciate a person who speaks neither too fast nor
too slow neither too loud nor too soft.
B. Follow up with the caller at agreed time. This is a crucial
step to resolving problems and maintaining customer
goodwill.
10. Take Ownership
A. Effectively take ownership for all telephone calls by
meeting the
caller’s need directly.
B. Take a message or with the caller’s consent, transfer the
call to the appropriate resource or voice mail.
C. Respond to all messages within 24 hours.
12
Telephone Features
Abbreviated Dialing
Abbreviated Dialing allows you to store selected telephone
numbers for quicker and easier dialing. The default size of a
personal list is 5. To increase, please call telecommunications.
To program or re-program a personal list item:
1. Pick up the handset.
2. Dial the AD Program code *00 for West Campus or *0 for East
Campus. (dial tone)
3. Dial 1 (The telephone systems list number). (dial tone)
4. Dial the desired list item number (1, 2, 3, 4 ,5). (dial tone)
5. Dial the outside number or extension you want to store. (Do not
forget to dial 9 for outside call) - you can store up to 24 digits.
6. Press #. (confirmation tone)
7. Hang up to end programming.
To place a call using a personal list:
1. Dial the Abbreviated Dialing code of 101 to access personal list or
in some cases the phone will have a programmed button. (dial tone).
2. Dial the desired list item number (1, 2, 3, 4, 5) (ringback tone) The stored number is automatically dialed.
Call Park
To park a call at your extension (for retrieval at any extension)
1. If a Call Park button has been assigned to your voice terminal,
simply press Call Park and hang up;
To retrieve a parked call from any extension
1. Pick up the handset and press Retrieve.
2. Dial the extension number where the call is parked. [Confirmation
tone]
NOTE: If you receive an intercept tone, the parked call has been
disconnected or retrieved by someone else.
13
Call Pickup
To answer a call placed to a member of your pickup group
when your voice terminal is idle
1. Press Call Pickup or dial the Call Pickup code *7.
• The called voice terminal stops ringing.
• You are connected to the ringing call.
To pick up a call while you are active on another call
1. Press Hold .
• The present call is put on hold.
• The green light flutters.
2. Press Call Pickup .
• The called voice terminal stops ringing.
• You are connected to the incoming call.
3. To return to the held call after completing the pickup call, press
the fluttering ext.
Conference
To add another party to a call (for a total of up to six parties)
1. Press Conference . [dial tone]
• The present call is put on hold, and you are given a new call
appearance; all other parties remain connected to each other.
2. Dial the number of new party and wait for an answer.
NOTE: You can privately discuss the call with the new party at this
time; if no answer or busy, press the fluttering ext. to return to held
call.
3. Press Conference again.
• All parties are now connected.
4. Announce the call.
5. Repeat Steps 1 through 4 for additional conference connections.
To drop the last party added to a conference call
1. Press Drop/Test .
• The last party you added is dropped.
• You remain connected to the other parties.
NOTE: Parties other than the last one must disconnect to be
released from the conference call.
14
Consult
Activating consult places the caller on hold and establishes a private
connection between the principal and the covering user. The
covering user can then add the caller to the conversation, transfer the
call to the principal or return to the caller
1. Press transfer then consult. The phone number whose calls were
sent to you through coverage will automatically ring.
2. Press transfer to transfer the call to the principal.
OR:
2. Press Call appearance to return to the caller and take a message
OR:
2. Press conference to create a 3 way conference call with the
principal, yourself and the caller.
Hold
To keep a call on hold while you answer another call, make a
call, or perform some other task
1. Press Hold .
• The green light flutters.
NOTE: If you put a conference call on hold, the other parties remain
connected.
To return to a held call
1. Press ext of the held call.
• You are connected to the held call.
NOTE: If you are active on a call and you press the ext of the held
call, the active call will be dropped.
Redial
To automatically redial the last number you dialed (extension,
outside number, or trunk/feature code)
1. Press Redial or dial the Last Number Dialed code #6 (up to 24
digits). [Ringback tone]
2. Wait for the called party to answer.
Priority Calling
To place a priority call (3-burst ring)
1. Press Priority or dial the Priority Calling code *1 and pause briefly.
[Dial tone]
2. Then Dial the extension. [Ringback tone]
3. Wait for the called party to answer.
15
Reset Speakerphone
NOTE: You can adjust the speakerphone to the surrounding room
acoustics to provide optimal performance. Use the Reset
Speakerphone feature in the following ways:
• Whenever you move your voice terminal to another place (even in the
same room)
• Whenever the green light next to Speaker/Reset Spkr flutters
intermittently
You may also use this feature when you are on a call in the unlikely
event your speakerphone makes a squealing noise during the call.
When you press Select and Speaker/Reset Spkr , your speakerphone
will adjust itself to normal for that call. (No tones will be heard.) When
you hang up from the call, you need to use the Reset Speakerphone
feature again to set your speakerphone for future calls.
You can initiate the Reset Speakerphone feature when your handset is
on-hook, or during a call in which you are using the built-in
speakerphone. (If a call is in progress, you will not hear the tones, and
the new speakerphone adjustment is reset for only the duration of that
call.) Important: If there has been an interruption in power (such as the
system has just been powered up again, or you have plugged in the
voice terminal at another location), the light next to Speaker/Reset
Spkr flutters intermittently until you reset the built-in speakerphone. You
can use the Reset Speakerphone feature only if your voice terminal is
set for the Speakerphone feature (as opposed to the Speaker feature).
To reset the speaker light or adjust the speakerphone to the
surrounding room acoustics
1. Press Select or Shift .
• The green light next to Select/Shift goes on steadily.
2. Press Speaker/Reset Spkr .
• The green light next to Select goes off.
• The green light next to Speaker/Reset Spkr flutters intermittently.
• You hear a series of tones as the speakerphone performs an acoustic
test of the environment. Your built-in speakerphone is ready for use.
Send All Calls
To send all calls (except priority calls) immediately to coverage
1. Press Send All Calls (while on-hook) or dial the Send All Calls code
*3. [Confirmation tone]
NOTE: Send All Calls will only work if you have an assigned coverage
path.
NOTE: You may hear a ring-ping tone from your voice terminal as each
call is forwarded.
To cancel Send All Calls
1. Press Send All Calls again (while on-hook) or dial the Send All Calls
Cancel code #3. [Confirmation tone]
16
Time/Date (Display Feature)
To see the date and time
1. Press Date/Time .
• The time is displayed on the left-hand side of the bottom line.
• After a few seconds, the display returns to normal mode in which only
the time appears.
Timer (Display Feature)
To see the elapsed time (hours, minutes, seconds)
1. Press Timer .
• The green light goes on.
2. Press Timer again to stop the timer and clear the display.
• The green light goes off.
Transfer
To send the present call to another extension or outside number
1. Press Transfer . [dial tone]
• The present call is put on hold.
2. Dial the number to which the call is to be transferred. [ringback tone]
3. Remain on the line and announce call; if there is no answer or the
line is busy, return to the held call by pressing its ext. .
4. Press Transfer again.
• The call is sent to the dialed number.
NOTE: Only calls from another extension can be sent to an outside
number; you cannot transfer a call from an outside number to another
outside number.
5. Hang up.
17
BASIC VOICEMAIL PROCEDURES
Dial Into Octel using 72300 or from outside 617-667-2300
Enter your password or from outside enter # then your mailbox number
and password.
Press 1 to Review Messages
Press 1 Unheard Voice Messages
Press 4 to replay message
Press 5 for envelope information (received date/time)
Press 7 to erase
Press 2 for All voice messages including heard/skipped messages
Press 4 to replay message
Press 5 for envelope information (received date/time)
Press 7 to erase
Press 2 to Send Messages
Record Message and Press # when finished
Press 1 to replay the message
Enter destination number or press # to spell name
Press # to send.
Press 4 for Personal Options
Press 3 for greetings
Press 1 for personal Greeting
Press 2 for Extended Absence greeting
Press 3 for name
Press 5 to Restart
Press * to exit
*A Detailed flow chart and instructions can be found on the Care Group web
page, General Portal, IS Support, Self Help Training, Voicemail, and
choosing the Click Here for the Online Tutorial.
18
Download

Telephone Usage and Etiquette