TIPS TO TELEPHONE EXCELLENCE

1. TIPS TO TELEPHONE EXCELLENCE

2. 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

3. 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

4. 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

5. 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

6. GreetingContents • 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

7. 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 To communicate clearly, don’t chew gum or eat while speaking R - RATE Slow or fast E - ENUNCIATION Syllables may become muffled through the phone transmitter. Mumbling may cause misunderstanding. 6

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. Telephone Features 13

15. 14

16. 15

17. 16

18. 17

19. 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