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COMMUNICATING ON THE TELEPHONE

COMMUNICATING ON THE TELEPHONE. INTERPERSONAL COMMUNICATION SKILLS. TELEPHONE versus FACE-TO-FACE. Face-to-Face (advantages) Non-verbal communication available Easy to discuss visual materials Others cannot avoid giving clear answer Face-to-Face (disadvantages) More complex, expensive

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COMMUNICATING ON THE TELEPHONE

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  1. COMMUNICATING ON THE TELEPHONE INTERPERSONAL COMMUNICATION SKILLS , Kenan BAŞARAN

  2. TELEPHONE versus FACE-TO-FACE • Face-to-Face (advantages) • Non-verbal communication available • Easy to discuss visual materials • Others cannot avoid giving clear answer • Face-to-Face (disadvantages) • More complex, expensive • Difficult to postpone, re-direct, give run-around • Difficult to say ‘No’ , Kenan BAŞARAN

  3. TELEPHONE versus FACE-TO-FACE • Telephone (advantages) • Briefer, cheaper, simpler and more convenient • Easier to say ‘No’ and get others to say ‘Yes’ • Easier to take notes • Allows younger to appear more authoritative • Telephone (disadvantages) • Lack of Non-verbal communication • Difficult to discuss visual materials and objects • May lead to ‘ping-pong’- people only talk to machines • Make the tone of your voice higher pitched than normal , Kenan BAŞARAN

  4. MAKING A PHONE CALL • Greet the person, • Good morning / hello 2. Identify yourself and your establishment • This is Kenan BAŞARAN from E.M.U. 3. Ask for the person / department you need • Can I speak to Aslı hn. From passport department 4. If necessary, confirm you are speaking the right person • Hello, is that Aslı Hn? , Kenan BAŞARAN

  5. 5. Summarize your reason for calling • This is Kenan BAŞARAN from E.M.U. I am calling to find out how to extend my red passport. 6. Listen to the replies and ask questions if necessary. • Hmm.. Yes.. How much?... And two pictures? 7. Make brief notes • 2 pics, 396TL, TC- ID, 09am to 12, pick up at 2pm 8. Confirm / Repeat the details • So, I can come in the morning with 2 pictures and...... 9. Thank the person before ringing off • Thank you very much Aslı hn. I’ll see you tomorrow. Bye , Kenan BAŞARAN

  6. TAKING A PHONE CALL • Answer promptly • (without delay, answer within 3rd ringing) 2. Greet the caller, identify yourself & company • Good afternoon, This is Aslı Aycan from passport section. 3. Offer help • How can I help you? 4. Listen to what the caller says. 5. Ask questions if necessary. 6. Make notes. , Kenan BAŞARAN

  7. 7. Offer service or tell what you are going to do. • If you come here with 2 pictures,396 tl and red passport in the morning I’ll give you the new... 8.Repeat / Confirm details • So, see you tomorrow morning with the documents and.... 9. Give the caller a chance to ask more questions • Is there anything else you’d like to know? 10. Thank the person for calling, use his / her name • ...right. Thank you for calling Mr. Başaran. See you tomorrow. , Kenan BAŞARAN

  8. REMEMBER • Answer within three rings • Put a smile in your voice • Act as if you were face-to-face • Greet the caller pleasantly, make him feel that you are pleased to receive the call. • Give the caller your undivided attention. • Allow the caller to hang up first. • End the call by using the callers name and some phrases like ‘thank you for calling’ Kenan BAŞARAN

  9. DOs & DON’Ts of Telephoning • Introduce yourself • ‘Sorry, he’s with an important customer ‘ • Give your name, the date, time, your name and number when you leave a message • Answer the phone as “ who are you ?” • When you leave message say when you will be available • When taking message, repeat and confirm the information. • You can play with a pen while you speak on the phone • Close your eyes and lean back while you listen • Answer the phone within three rings Kenan BAŞARAN

  10. Keep your table tidy with a pen, notepad, directory • If you cannot help, transfer caller to someone who can help • Act fast and offer quick fix to the caller’s complaint • Ask questions to understand the problem better • Say ‘ It’s not my fault, you must talk to ..’ • Adjust your voice to the caller • Continue talking while you are picking up the phone • Say ‘ He can come at any time’ • Transfer the call fast and don’t waste time to inform the caller • Say “ Hold on a second” if you need to check some information • Be serious, do not put a smile in your voice Kenan BAŞARAN

  11. Anticipate what is the caller going to say • Act as if you are face-to-face • If your boss is not in say ‘ He has not come in yet’ • When you have a better idea interrupt the caller. • Continue working while you answer the phone • Finish the call by saying ‘ No worries honey, see you’ • If you don’t know the person the caller asks, say “sorry’ and hang it up. • Address the caller by his name • Wait for the caller to hang up first. • When you transfer a call, don’t make the caller repeat the same things again. Kenan BAŞARAN

  12. THANK YOU FOR LISTENING Kenan BAŞARAN

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