Effective Phone Techniques

1. Effective Phone Techniques Improve your job performance & Present a positive image for your organization

2. Purpose • Share specific guidelines and techniques! • Enhance your job performance • Present a positive image for your organization.

3. Communication • 7% with our words • 23% with the tone of our voice • 70% by the actions of our body and face From Visionus.com 2005

4. 7 Main Points • Be Prompt, Prepared and Courteous • Employ Effective Listening • Diffuse Anger or Frustration • Offer Professional Assistance • Delivering a Difficult Message • Balancing your time with the needs of the caller • Conclude the Call Professionally

5. Be Prompt, Prepared & Courteous • Be Prompt: • Answer phone on 1st ring • Be ready to pay attention • Use consistent greeting (Good Morning Los Rios...) • Always identify the organization and your name.

6. Be Prompt, Prepared & Courteous • Be Prepared: Always have paper and pencil close Be ready to Listen Have all tools close by to answer questions

7. Be Prompt, Prepared & Courteous • Be Courteous: Treat each caller like a guest Always smile! – It can be heard! Treat each caller like you would want to be treated.

8. Effective Listening • Really Listen! • Two types: Comprehensive To understand what caller is saying Critical To evaluate and determine the facts

9. Effective Listening • Show that you are Listening! Be attentive Ask caller’s name and then repeat it Ask what company the caller is from Empathize with callers feelings (if necessary)

10. LISTEN… • L = Let Others Speak • I = Intend to ‘Hear” Them • S = Speak When It Is Your Turn • T = Talk With Them, Not At Them • E = Enthusiastically Respond • N = Never Speak When Others Are Talking

11. Offer Professional Assistance • Establish a respectful relationship Always ask how you may help Ask caller’s name and if appropriate, the name of their company. • Advise honestly what you can do to assist Be helpful but honest and don’t promise what you cannot deliver.

12. Offer Professional Assistance • If transferring or placing call on hold is necessary, always give the caller the option (ask permission). - Transfer: Advise caller who you are transferring them to and what extension. - Stay on the line to be sure someone answers. - Take call back if there is no one for them to talk with (you have already established a relationship.)

13. Offer Professional Assistance • Placing the caller on hold. Always ask their permission Check back within 30 seconds • Calling the caller back. State reasonable and accurate time you can call back. Call back when promised. Promise only what you can deliver.

14. Defuse Anger and Frustration • Identify the needs of the caller Listen - Be quiet Ask Open-ended questions – allow caller to share • Defuse anger with attentive listening and empathy Listen Comprehensively Empathize with Caller’s Feelings • Respond to accusations without becoming defensive Defuse loud and/or aggressive language Offer quiet responses – gives no reason to yell Never take the defense – gives no reason to argue Smile and be reassuring – that you want to help to resolve the issue. Take control of the conversation Ask Specific questions Advise how you can help

15. Delivering a Difficult Message • Tips that may be helpful: • Deliver the message honestly without placing blame. • Advise what action will be taken (if appropriate). • Advise realistic time frame (if necessary) for any action. • Listen and offer Understanding without becoming defensive. • Offer an apology (if necessary) for any inconvenience. • Remind the caller of any responsibility they need to take. • Thank the caller.

16. Balancing Your Time with theCaller’s Needs • Your time is valuable! • Caller’s time is valuable! • Employ effective listening. • Take accurate message (READ # back) • Advise caller of action being taken. • Thank caller for his/her time.

17. Concluding the Call Professionally • Always thank the caller (by name) for the call. • Remind the caller of what you promised (if appropriate). • Remind the caller of any actions they are assuming. • Remember that a clear message avoids unnecessary calls.

18. SUMMARY • Be Prompt, Prepared, and Courteous • Listen Effectively • Offer Professional Assistance • Diffuse Anger or Frustration • Deliver the difficult message positively • Balance your time with callers needs • Conclude the call Professionally

19. Learn It – Use It! • Name (3) techniques you’ve learned • List (1) thing you will change immediately • Share your best ‘phone skills’ advice • Questions?

20. THANK YOU!