Suzette Barta - Telephone Etiquette

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Building Extension’s Brand through…

Telephone Etiquette

Why is telephone skill important?

When you are on the phone with a customer or client, YOU ARE THE

SINGLE representative of your organization. In other words,

“Rules” for Telephone

Communication:

1. Treat your telephone visitor as if he or she were present.

-

When people call your office, as far as they are concerned you are the organization.

- If you sound cheerful, clear, and interested, the caller’s attitude toward your organization will be a good one.

- Would you play solitaire if a customer was in your office with you?

How Do Your Rate Your

Telephone Voice?

VITALITY

EXPRESSION

NATURALNESS

PLEASANTNESS

INTELLIGIBILITY

Has Needs

____ ____

____ ____

____ ____

____ ____

____ ____

How Do You Look When You

Talk on the Telephone?

Interested

Pleasant

Calm

Involved

Neutral

Neutral

Neutral

Neutral

Bored

Unpleasant

Agitated

Distracted

When are some times when you have to worry about looking or sounding this this?

“Rules” for Telephone

Communication:

2. When receiving calls:

Answer promptly to show that you are alert, courteous, and efficient. (2 rings)

Use all 5 parts of the answer (next slide)

Use the caller’s name to personalize the message.

Listen carefully to avoid asking the caller to repeat.

Be tactful and give the impression that you really want to be of assistance

Take helpful messages.

Keep and paper and pencil handy.

Summarize and feed back the information to the caller for verification.

Five Parts to Your Answer:

1. Smile

2. Welcome the caller

3. Announce the office

4. Introduce yourself

5. Let them know you're here to help them.

When making acknowledgements…

Don’t Say:

Yeah or Okay

Certainly

Better:

Wait a minute

Hold on or Hold the line

Just a minute

No problem

Do you mind waiting while

I check on that for you?

Would you like to hold or may I call you back?

One moment please…I’ll find out

You are very welcome or my pleasure.

“Rules” for Telephone

Communication:

3. When handling complaints by telephone…

Convey sincere interest and concern

Remain calm and courteous

Don’t make promises for others

If there is a question you cannot answer, or the caller becomes unreasonable, contact your county director and refer the call.

Thank the client and close the conversation naturally.

Follow through on any questions or complaints.

When handling difficult customers…

Don’t Say:

You’ll have to talk to Mr.

Smith about that.

I don’t know anything about that.

You didn’t talk to me.

I didn’t take your call.

You must _____

Better:

Mr. Smith handles that.

May I transfer you.

I’m sorry. That information is not available through this office.

I’m sorry Mrs. Jones. I will be glad to take care of that for you.

Would it be convenient for you to ____________?

“Rules” for Telephone

Communication:

4. When making a telephone call:

• Check the level of distraction around you before deciding to make the call.

Identify yourself and the Extension office.

Clearly state your purpose for calling.

Don’t waste time. Have a list of items to be covered.

“Rules” for Telephone

Communication:

5. End the conversation in a positive manner.

End on an upbeat note.

Summarize any action to be taken.

When closing…

AVOID

All righty

Bye Bye

Yeah

Okie Doke

See ya later

BETTER

Thank you for calling

Payne County

Extension

You’re welcome…have a good day.

I will get that report to you in the mail immediately…have a nice afternoon.

“Rules” for Telephone

Communication:

6. Always return missed calls.

Within 24 hours is best

At least within 48 hrs

If you don’t want to talk to them, have some one else call them back.

The same applies to e-mails—RESPOND.

Even something as simple as “thanks” or “I got it” will work.

Other things to think about:

Leaving a voicemail

Keep them professional

Once you’ve left a voicemail, don’t pester. (allow

6-12 hours).

Don’t hide behind voicemail

Cell phones (business)

Turn it off, if possible, during meetings

Do not check for messages during meetings

If you are expecting an important call, let your client know in advance.

THANK YOU and have a

nice

day.

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