YMCA Telephone Standards

1. YMCA Telephone Standards YMCA of Regina

2. YMCA Telephone Standards

3. Telephone Communications • Staff spend between 30% and 60% of their time using the telephone • Tone of voice has a dramatic impact on how people receive our messages. How you say it is more important than What you say!!

4. Telephone Communications The impact of the three dimensions of communication are as follows: Verbal words 7% Tone 38% Body language 55% Now, take that same information and apply it to telephone communications Verbal words 16% Tone 84% Body language 0%

5. Telephone Communications Our tone of voice can be improved by: • Smiling • Good posture • Relaxed breathing The Cliché “you never get a second chance to make a first impression”-should be posted next to anyone who answers the telephone

6. Telephone Communications Listening plays a key role in the selling process • we can think about 500 words per minute • we can speak only 150 words per minute • That leaves about “350 words per minute” of thinking time available

7. Telephone Communications You can focus your telephone customer’s attention on your message and help them listen better by: • varying your voice pitch • varying your speed of speech • asking ?’s You can improve your telephone listening skills by: • asking ?’s • writing key points • visually focusing on an object to reduce distractions

8. YMCA Telephone Standards

9. YMCA Telephone StandardsInitial Greeting • Answer the phone within 3 rings • Speak clearly • Extend a greeting • Identify the YMCA (if it is an incoming call) • Tell them your name “ Hello. YMCA of Regina, Tracey speaking. How may I help you”

10. YMCA Telephone StandardsInitial Greeting Speak Clearly - Slow down. Speak loudly and distinctly. Keep mouth clear of all objects (gum, candy, pens, food, coffee) Do not start to speak as soon as you pick up the phone - wait until the receiver is all the way to your mouth.

11. YMCA Telephone Standards Determining Caller Needs Let the member talk • wait for them to finish what they have to say • listen to their needs Probe to identify who they are, their needs and main points • take notes for better recall • restate some of the main points to clarify & reinforce their message • ask open ended questions “what” or “how” • verify information “Did you say you are interested in a family membership?”

12. YMCA Telephone Standards Determining Caller Needs • Ask caller their name. “Could I ask who is calling” “May I ask you your name” • Ask caller what membership/programs/general information they are interested in. (Ask for specifics) “May I ask you what information you are interested in” • Ask caller if membership/program/general information is for them or family members or both. “May I ask if the information is for you or is the information for several people” • Determine if the caller is a member or a non-member. “May I ask if you are a member or a non-member”

13. YMCA Telephone StandardsMembership Inquiries Member services staff should be comfortable clearly communicating the following information: • Membership services and benefits. • Membership fees and payment options • Various methods of payment (Cheque, Auto withdrawal, credit card, cash, etc.) • Building Fee Program • Cancellation/Hold Policies • Membership Assistance Program - Charitable nature of the YMCA

14. YMCA Telephone StandardsProgram Inquiries Member services staff should be comfortable clearly communicating the following information: • all program services and benefits. • program fees • benefits of being a member vs. a program participant • The various methods of payment • The program cancellation policy • Membership/Program Assistance Programs are clearly explained (Both in terms of recipients and donors)

15. YMCA Telephone StandardsDirecting a call • When the caller asks for a specific staff by name and the staff person is available. (not on the phone, in program, or busy with a guest) The standard is: Caller “Could I speak to Corinne” Staff “One moment please while I transfer the call” • When the caller asks for a specific staff by name and the staff is either on the phone, with a member, or in program. Staff with voice mail Caller “Could I speak to Corinne” Staff “I am sorry Corinne is not available at the moment. Would you like to leave a message on her voice mail or can I help you?”

16. YMCA Telephone StandardsDirecting a call • When the caller asks for a specific staff by name and the staff is either on the phone, busy with a customer, or in program and does NOT have voice mail. Caller “Could I speak to Ian?” • Staff Try and locate Ian and say “Please hold while I locate him.” If unable to locate Ian Staff “I am sorry I am unable to locate him at the moment. Could I take a message and forward it to him?”

17. YMCA Telephone Standards placing a caller on hold When talking on one line and another call comes in: • Put the first person on hold - but only if you have first asked permission to do so (“May I…) and wait for a response. • Answer the second call with a phrase like, “Good afternoon, YMCA. This is Susan. Would you like to hold or can I transfer your call.” If No, then “May I take your name and number so that I can call you back within the next 15 minutes, or would you prefer to hold? Thank you.” Asking permission and giving options is the key. • Return promptly to your first caller. A warm, quick “thank you for waiting” is courteous and helps lead into the continuation of the conversation • Ideally - calls should not be left on hold for any longer than two minutes

18. YMCA Telephone StandardsConcluding a Call • Repeat your name “if you need any further information, my name is Cathy” • Ask Caller, by name (if they have shared it) and if they have had the opportunity to tour our Centre. • Invite them for a visit, indicate the best time to come and inform them that it will take about 25 minutes for a tour • Offer to mail or Fax caller appropriate information. Example: membership brochure, program guide etc. • Thank them for calling (“We look forward to seeing you in our facility”) • Always hang up last

19. YMCA Telephone StandardsHandling difficult calls • Take responsibility for the call - ensure the buck stops with you! • Be polite • Let them vent • Respond with courtesy and empathy • Calmly restate their issues - ask if you have it right • Use the L.A.S.T. Principle

20. YMCA Telephone StandardsHandling difficult calls What to do with the complaint??????????? • The best response is providing the member with an immediate correct response • If you cannot supply an answer, ask for some time to research their request or complaint. Get their name and number, give them your name, and return their call within 24 hours. • If you are not sure you can help be honest - but ensure the member knows you will find someone who can help (preferably the Manager on Duty or appropriate supervisor)

21. YMCA Telephone Standards Final Assignment: • Use the Regina YMCA EYE (External YMCA Evaluation) Survey Results to improve our YMCA systems & procedures • Call another YMCA • Call another business • Compare the results and best practices used