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1TelephoneEtiquetteFacilitatorMaeMartin2Objectives:AttheendoftheWorkshop,theparticipantswillbeableto:UseeffectivecallgreetingsasacallerandreceiverProjectDelMar’simageinapositivemannerPracticegoodtelephonetechniquesandtelephonemannersUseappropriatelanguageduringtelephoneconversationsSpeakwithaneffectivetelephonevoiceUseaneffectiveapproachtohandlespecialtelephonetaskslikecalltransfers,takingmessages,callbacks,holds,interruptions,andunintentionaldisconnectsManageDifficultCallsLearntomanagestresslevelsduringcalls3KeyTopicsYourfirstimpressionYourvoiceTipsandpreparingmentallyAnswer&closeetiquetteFrustrationsforcallersCopingwithdifficultpeople4YOURFIRSTIMPRESSION5EtiquetteEssentialsFromStarttoFinishLearnthebestgreetingtomakeapositivefirstimpressionandwhatittakestoadvancethatfirstimpressionintoapositivelastingimpression.Takingcontrolofthecall,placingcallsonholdandtransferringcallsarethreeseeminglysimpletasksthatarereallymajordangerzones.Learnhowtohandlethesedelicatesituationswithphoneskillsetiquetteinawaythatmakestheinteractionaspleasantaspossibleforthecaller.Youaren'toutofthewoodsyet!Evenifthecallismanagedskillfully,allthehardworkcanbequicklyerasedifthecallisn’tclosedefficientlyandpositively.We'llexaminesubtleandnot-so-subtlehabitsthatcandamagerelationshipswithcallers,andthenwe'llconcludethissessionwithskillsforwrappingupthecallthatwillleaveyourcallersmiling.Theproperwaytoanswerthetelephoneishoweveryourdepartmentwantsyouto.Whateveryourverbiage,answerinsuchawaythepersonontheotherendwillnotdrawaconclusionthatthepersonwhoanswerediscoldandaloof,andhesitatestocommunicatereadily.6Today'stechnologyallowsyoutohandlemorecustomerservicecallsthaneverbefore.Butwhentelephonepersonnellackcallmanagementskills,theonlythingyougetfromallthattechnologyistheabilitytoservemorepeoplepoorly.Thatmeanslosingcustomers-andprofits.YourtelephonepersonalityhasadefinitebearingonyourratingwithDelMar!BasicTelephoneTechniques7ImportantFirstImpressionsContrarytopopularbelief,treatingothersasyouwanttobetreatedreallyisn’tthebestpracticewhenitcomestocommunicationstyles,becauseitassumesthateveryoneisjustlikeYOU.Communicationisanartandmasteringthatartcanbethekeyforbuildingstrongercustomerrelationships.8Sound/Lookfamiliar?Youcanbecomeconfidentthatyouaredoingthispartofyourworkcorrectlyifyouwillpracticethepropertechniques.9AnswerPromptlyAnswerbeforethethirdringifatallpossible.Ifyou’retalkingonanotherlineortoapersonatyourdesk,excuseyourself,answerthephone,permitthecallertostatehis/herpurpose,thentellhim/heryouareonanotherlineandaskhim/herifhe/shecanwaitforaminute,oraskifthey’dliketoleaveamessage.10IdentifyYourselfWhatshouldyousaywhenyouanswerthephone?Suggestion:Whenansweringsomeone’selse’sline,givethenameofthecompanyandyourname.Whenansweringyourownlineyoucangivedepartmentandnameatthesametimeandthenyourname;i.e.,“DelMarCollegeCenterforBusiness,SallyMaespeaking”...11YOURVOICE12TalkwithaSmileinYourVoice–BeCourteousRapidspeechsuggestsimpatience;rapidspeechisdifficulttofollowinface-to-faceconversation,necessitatesrepetitionintelephoneconversations.SLOWDOWN.Slowspeech,incontrastconveysanimpressionoflethargy,forgetfulness,lackofvitality.MAKEANEFFORTTOQUICKENTHEPACE.13TalkwithaSmileinYourVoice–BeCourteouscont’Bekind,polite,direct,enthusiastic,andspeakwithastrongvoice.Trytohavelittleornobackgroundnoise,i.e.loudradio.Don’tbetoofamiliar.Donotyellortalktoothersintheroomwhileyouareonthetelephone.Donoteat,drink,orchewgumwhiletalkingonthetelephone.Alwayshavepaperandpenbythetelephone.Whenansweringthetelephoneandthecallerdidnothearyourintroductionandsays,“Is______in?”DONOTrespondwith:“Yes.”Thisisconfusingtothecaller.Instead,answerbysaying,“Thisishe/she”or“Speaking.”14ClosetheCallCorrectlyWhentheconversationiscompleted,whatdoyoudo?MakesurethatthecallerhasnomorequeriesUse“Goodbye,thankyourforcalling,”orsomeotherappropriateclosingtoindicatetheconversationisended.Letthecallerputdownthereceiverfirstsotheydon'tfeelyouhavecutthemoff.15TransferCallsQuicklyandCorrectly.Correcttransferofacallrequirestheonewhoanswersthetelephonetogetadequateinformationforcorrectreferral.Whenacallmustbetransferred,themostdesirableprocedureistotellthecallertowhomhe/shewillbetransferred,“I’llgiveyouMsBrown;shehandlesthosematters;justamoment,please.”Besureyouaretransferringthecallertotheproperpersonordepartment.16HandletheInstrumentCorrectlyDonotholdtheinstrumentwiththemouthpiececuppedinthehand.Holdtheinstrumentbythe“handle.”Donotputthereceiveronitssideonthedesk.Mufflethemicrophonewiththepalmofthehand,notthefingertips,ifyouneedtomakeanyvocalasideduringtheconversation.17ConversationTechniques(1)DevelopmentofCONFIDENCEinhandlingevendifficulttelephonecalls;(2)therecordingofimportantpointsofacall;and(3)theuseofgoodcommunicationpatterns.Assumeandkeeptheinitiativeinconversations.Whenyouanswer-Yourresponse,won’tstopat,“No,he/sheisn’there.”Itwillextendto:“He/sheisn’there.”“MayIhelpyou?”or“MayIhavehim/hercallyou?”or“MsBrownisoutof“ShallItakeamessage?”theoffice.”or“PerhapsMr./MsXcanhelpyou.”or“Cansomeoneelsehelpyou