Telephone Etiquette Instructional Plan Signature Assignment CUR516
Telephone Etiquette Nz1
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Transcript of Telephone Etiquette Nz1
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TE LE HO NE ETI QU ETTE
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Structure of the
presentationBasics
Why is it important
What it does for your customersBarriers to concentration
Limitations of telephone
Answering the phone
Call transfer
How to take a message
Case studies
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Telephonic Skills
The essence of dealing withpeople, politely and efficiently,
over the phone
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WHY ????
A friendly welcome sets thestage for a positive exchange
of information
When callers receive a friendly
greeting, they are inclined totalk more openly
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What it does for your
CustomersThis is emphatically reassuringand puts the customer at ease
Tells him/her that you care
It shows that you’re friendly
It demonstrates to thecustomer that you are focusingon them
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Why??
It’s a basic courtesy
People who do 2 things at a
time don’t do either one verywell
When you split your attention,
you’re likely to lose somethingimportant the customer says
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Barriers to
ConcentrationInternal• The mind can process information
faster than most people talk The mind has a habit of
wandering
Pre -occupation
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BARRIERS TO EFFECTIVE
COMMUNICATIONEmotional Barriers
Verbal Barriers
Mechanical Barrier
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EMOTIONAL BARRIERS
ATTITUDELack of interest
Negative personalityPreconceived ideas
TIME PRESSURE
OverworkedNo time to prepare
No time to take notes
Failing to pass messages
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VERBAL BARRIERS
VOICE
Too high
Too low
Too monotonous
WORDS
Too fast
Too slow
Too much of jargon
Complicated
Negative
Too much “I” &
SPEECH
Dialect
LanguageSlang
Swearing
No questions
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MECHANICAL BARRIERS
Unable to see the object of discussion.
Faulty Equipment.Incorrect use of equipment.
No writing material at hand.
Distractions
NoisePeople
Weather
Interruptions
Another phone / fax / telex
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The Moral
Give the caller your undividedattention
Focus on what the caller issaying
Avoid distractions
Do one thing at one time
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Practices to Avoid
Avoid interrupting thecustomer. When you interrupt,
you aren’t listening
Let the customer talk, if you’re
doing the talking, you wontlearn anything
Let the customer finish what
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Facts vs. AssumptionsNormally followan observationwhich provides
the evidenceleading to thefact
Can be proven
Leads to an
agreement
Can be made atany time withinsufficientevidence or noevidence at all
May not beproven
Leads to andisa reement
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The Moral
Don’t interrupt. Let thecustomer finish what they
start to say
Stick to the facts. Avoid
assumptions
Remain objective. Don’t jump
to conclusions
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Let ‘Em Hear you
Listening
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The customer's side
When a customer does nothear verbal feedback he might
think:“ I have been disconnected or put
on hold”
“ They’re just not interested”
“ My call isn't important to theseeo le”
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Why ??
In face-to-face conversations,you can give visual, signals,
such as a nod or a raisedeyebrow
There are no visual signals onthe phone.If you don’t giveverbal feedback to show you’re
listening, they wont know you
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VISUAL
ACTIONS
EXPRESSIONS/GESTURES
POSTURE/WRITTEN FORM
PICTURE/APPEARANCE
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VERBAL
The words we use:Dynamic words
Comforting wordsWeakening,sensitive/risky words
Words that paint pictures……..
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VOCAL
TONE
PITCH
RATE
VOLUME
DICTION
ACCENT
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FACE TO FACE
Visual
55%
Vocal
38%
Verbal
7%
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TELEPHONE
16%
Verbal
Vocal 84%
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What is Verbal
feedback?Verbal feedback are a varietyof short responses that let the
caller know that you’relistening and paying attention
Verbal feedback responsesinclude expressions like “AllRight”, “I Understand”, “I’m
making a note of that right”
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The Bottom Line
Give verbal feedback clues tolet the customer know you’re
listening
Use a variety of clues to avoidsounding bored or mechanical
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Notes
Making notes is recommended.The human memory is notperfect
Written notes give you arecord of the customer’s nameand message
Tools to carryPaper for taking notes
a pen or a pencil
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Effective and Easy Note
- TakingRemember writing takes longerthan saying it
A good idea is to develop anabbreviations system for quick use
Remember to prioritize information
Always remember the objective of the call …..this will help you sort
what information you would want totake note of
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The Next Step
Paraphrase/Rephrase Read themback to the customer. Tell thecustomer what he/she said in ourown words
If the customer changes anything
correct your notes and promptlyread them back
Helps you get the right information
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Lets Revise
Always have a paper andpen/pencil by every phone
Use a system of abbreviationsto make note taking easier and
effective
Repeat or rephrase the
message back to the customer
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Basics of Service on thePhone
Answering the Telephone
Putting callers on hold
Transferring a call
Ending a call
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How to answer the
phoneThe way a company picks upthe phone tells the entire story
about the kind of service youcan expect to receive
How you answer the call sets
the pace & toneof the entire call
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How to put a customer on holdHow to put a customer on hold
Putting a customer on hold is a frequently faced
situation, and more than often escalates to great
levels
The etiquette for putting your customers on hold
will help you avoid becoming confused and be
fuddled and thereby avoid the several negativemoments of truth that customers associate with
the telephone
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Ask the customers Ask the customers
if you may put them on holdif you may put them on holdBecause it is an
inconvenience to your
customers to be put on hold,you should always ask
permission before putting
them on hold
Does anybody know I’m here?Have I been forgotten?
Why is this taking so long?Should I hang up?
#*%*#
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Wait for a responseWait for a response
“Can you hold”click is a situation so common that
customers might be surprised to see you waiting for a
response.
The second part of of putting someone on hold is to
wait for a positive response from the customer’s side.
As soon as the customer agrees to hold say “Thank You”
before clicking off
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Tell the customersTell the customers ‘Why’’ ‘Why’’
Most customers are very patient if they are politely
informed as to why they must hold.They find it easier
and comfortable to wait on hold if they have a mentalpicture of what’s the service associate is doing while
away from the phone
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Give a time frameGive a time frameGiving the customer a time frame helps kill theI-have-been-forgotten factor and has a calming effect.
How specific the time frame needs to be depends on
the length of time you think your customer might have
to hold.Here are three examples with a suggested pathof action. When the time for holding is
Short(up to 60 seconds) - This will take a few mome
Long(1-3 minutes) This could take me 2 or 3 minute
Are you able to hold?
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Thank the customer for holdingThank the customer for holding
Saying “ Thank You” for holding is very basic,
Good and common courtesy.This action nicely rounds
off the on-hold sequence and acknowledges the caller’s
understanding and patience
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RERE
How to put a customer on hold
Tell the customers ‘Why’’
Ask the customers
if you may put them on hold
Give a time frame
Wait for a response
Thank the customer for holding
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How to Transfer a callHow to Transfer a call
Customers are prone to be least tolerant
when being transferred over and over
again.To customers this means that thestaff is too overwhelmed to care or
the company just doesn’t care for them
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Explain why the call is beingExplain why the call is being
TransferredTransferredThe customer’s basic questions are
“where am I going?
who am I going to?”
By informing your customers whom they arebeing transferred to and why, you are answeringone of the most basic questions
Also if a customer gets disconnected he can call bacand ask for the person by name
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Ask if the customer minds Ask if the customer minds
being transferredbeing transferred
Customers get angry if transferred, when they
don’t want to be.Sometimes after being transferred
several times a customer may just want to leave amessage
If the person is calling on a cellular phone this
might be an expensive proposition
Always ask if a customer minds being transferred
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Ensure someone is there to pick up the callEnsure someone is there to pick up the call
before hanging upbefore hanging upThe simple step saves the customer the frustration
to be transferred to someone who is not there
By staying on the call till the recipient picks up,
you are being responsible for connecting customers
to a person who can help them
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RERE
How to transfer a callHow to transfer a call
Explain why the call is being
TransferredAsk if the customer minds
being transferred
Ensure someone is thereto pick up the call before hanging up
Tell the person the customer’s
name an purpose of call
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Ending the c allnding the c all
The ending is one the most critical part of theconversation
The last 30 seconds of the call is what leaves the
maximum impact on a customer’s mind
It is critical to always end on a positive note
‘I always remember the last thing I heard.’
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Key actions for Ending
the callRepeat any action steps thatyou and the customer have
agreed uponAsk the caller if you can doanything else for him/her
Thank the customer for callingand appreciate his effort andtime
Let the caller hang up first