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Basic Telephone Skills

Basic Telephone Skills. Welcome The Grand Opening. WHY ????. A friendly welcome sets the stage for a positive exchange of information When callers receive a friendly greeting, they are inclined to talk more openly. What it does for your Customers.

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Basic Telephone Skills

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  1. Basic Telephone Skills

  2. Welcome The Grand Opening

  3. WHY ???? • A friendly welcome sets the stage for a positive exchange of information • When callers receive a friendly greeting, they are inclined to talk more openly.

  4. What it does for your Customers • This is emphatically reassuring and puts the customer at ease • Tells him/her that you care • It shows that you’re friendly • It demonstrates to the customer that you are focusing on them

  5. Be Prepared • Have a pen and paper handy all the time. • Prepare yourself mentally to handle the customer

  6. Make Up your Mind • Decide to be a better listener . • Remember - hearing is only physical , listening is intellectual.

  7. Opening Up and Closing In • Use open - ended questions to “ open - up “ a conversions. • Use close - ended questions to close in one area and pin down specific facts or details.

  8. And another good technique is _ _ _ • Remember - a series of abrupt or disjointed questions can make callers uncomfortable . • Use the “And …..” technique to gather information without making callers feel they’re being interrogated .

  9. Hungry for Answers ? Dig in ! • Use probing questions when you want to dig a little deeper • to identify the callers need . • Remember - If one doesn’t work , Use another .

  10. Know How to ask someone to wait • Ask the customer if he or She is “able” to wait. • Give people a choice of whether ready or not to wait. • Some people will not be able to wait ,so handle their needs immediately

  11. Lead , don’t Push • When callers are unable to decided ,use leading questions to direct them to a decision • Remember- the objective is to lead, not to push

  12. Take Accurate Messages • Take messages word for word • When Time permits offer to read the messages back to the customer (Para-phrase) • Write date and time on every message/request

  13. Avoid Mouth Noises • Noises while talking are offensive to others. • Avoid eating , drinking etc. when handling a customer.

  14. Give the caller your Undivided Attention • Don’t do other things while handling the customer. • Don’t ignore the customer. • Always give the customer your undivided attention

  15. Be Sincere • When you say something mean it. Don’t pass fake information. • Handle customer as if your job depends on it, it usually does. • You have an obligation to make a good impression for the company. • Be sincere and show conviction.

  16. Give Feedback • You need to show the customer you are paying attention by using spoken feedback signals. • Some good spoken feedback phrases are :Okay, Yes, I understand, Fine and we will do that.

  17. Leave a good last Impression • Remember the last impression is just as important as the first impression. • Use positive phrases in closing a conversation such as “Thanks for the visit & “have a nice day/evening” etc.

  18. Remember Its Fun to be Good !

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