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Winning Telephone Techniques

Winning Telephone Techniques. Module 4. Learning Objectives. Describe the unique challenges associated with providing effective customer service to phone callers. Identify the strengths and weaknesses of their telephone styles and techniques. Identify effective telephone skills.

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Winning Telephone Techniques

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  1. Winning Telephone Techniques Module 4

  2. Learning Objectives • Describe the unique challenges associated with providing effective customer service to phone callers. • Identify the strengths and weaknesses of their telephone styles and techniques. • Identify effective telephone skills.

  3. Phone Contacts • Communicating effectively on the telephone is a unique skill

  4. Basic Phone Skills • Telephone etiquette can make or break the caller’s perception of your service

  5. Inflection • 86% of the message is from your tone of voice • 14% is grasped by the actual words

  6. Tips to Improve Inflection • Smile • Stress Words • Breathe • Exaggerate your tone

  7. Group Activity

  8. Summary & Conclusions • The unique challenges associated with providing effective customer service to phone callers • Identified the strengths and weaknesses of your telephone styles and techniques • Identified effective telephone skills

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