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basic telephone skills training

basic telephone skills training. II. 2. Audio scenario plays Only title and background shows Bullets show at “~” marks IN SCRIPT Last animation is to add click to start button. Link click to start to #III. Graphics designed by Jamie in Illustrator. course introduction. Basic

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basic telephone skills training

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  1. basic telephone skills training

  2. II 2 Audio scenario plays Only title and background shows Bullets show at “~” marks IN SCRIPT Last animation is to add click to start button. Link click to start to #III • Graphics designed by Jamie in Illustrator courseintroduction Basic Etiquette Listening Closing

  3. Project Name: III 3 Only Introduction (title) shows Bullets show at “~” marks IN SCRIPT • All graphics designed by JW courseobjectives basic telephone etiquette skills effective listening skills steps to effectively close a call

  4. Project Name: • Only title and background shows • Bullets show at “~” marks IN SCRIPT A1 4 telephoneetiquette Identify the company Identify yourself Be professional Speak clearly • All graphics designed by JW

  5. A2 5 audio Scenerio plays Whole screen shows Link button to audio Advance page after last audio speakclearly

  6. A3a 6 • (title) and photo shows • Bullets show at “~” marks • Do AND Don’t, and first bullet from Do • 2nd bullet from Do and Don’t • 3rd Do bullet and 2nd and 3rd don’t bullets • 4th Do bullet and thought bubble speakclearly • DO: • Be prepared to speak • Enunciate clearly • Control your speed • Keep your volume moderate • DON’T: • Mumble • Talk too fast • Talk too soft

  7. A3b 7 • Pic frame and thought bubble animate in • (Business Man, 2 ):Image: Andy Newson / FreeDigitalPhotos.net speakclearly Good … Ann at Springs Window Fashions seems easy to understand • DO: • Be prepared to speak • Enunciate clearly • Control your speed • Keep your volume moderate • DON’T: • Mumble • Talk too fast • Talk too soft

  8. A4a 8 • Shows everything EXCEPT thought bubble • Animate though bubble with last sentence • Image: Ambro / FreeDigitalPhotos.net identifyyourself Did I dial the right number? Who am I talking to?

  9. A4b 9 • Add bullets using ~ prompt in script identifyyourself Did I dial the right number? Who am I talking to? • Greet customers • Properly identify the company • Properly identify yourself • Ask how you can help

  10. A5 10 • Link first check box to A6B1 • Link 2nd check box to ASB2 • Link 3rd check box to A6A1 prepare & practice your greeting Springs Window Fashions. This is Ted. Springs. This is Cheryl. How can I help you? Hello, Springs Window Fashions. This is Alice. How can I help you?

  11. Greet the customer Properly identify the company Properly identify yourself Ask how you can help A5A1 11 • All shows That’s right!

  12. Greet the customer Properly identify the company Properly identify yourself Ask how you can help A5B1 12 • All shows notquite

  13. Greet the customer Properly identify the company Properly identify yourself Ask how you can help A5B2 13 • All shows notquite

  14. A6 14 • Shows background and title • Add smile with first ~ • Add be positve and polite with 2nd ~ • And top 2 bubbles with 3rd ~ • Add bottom 2 bubbles with 4th ~ • 5th ~ add “keep customer informed” • Graphics by JW professionalbehavior Smile Be positive and polite Keep customer informed Who is this? May I have your name, please? Your account number? May I have your account number, please?

  15. B1 15 listeningskills Basic Etiquette Listening Closing

  16. B2 10 test your skills Yes, it is frustrating when the order is missing parts. Yes, our products can withstand moisture. Can I ask where you are interested in installing these blinds? So the shade is not the color you ordered?

  17. B3 10 • Show all except 3 orange phrases. These will appear at ~ indicators in script listeningskills Yes, it is frustrating when the order is missing parts. Yes, our products can withstand moisture. Can I ask where you are interested in installing these blinds? So the shade is not the color you ordered? Empathize Ask Questions Repeat

  18. Project Name: B4 18 • Shows background and title • Each box with text inside added at ~ in script activelylisten Ignore distractions Don’t interrupt Focus on message Empathize

  19. B5 19 audio Scenerio plays Whole screen shows Link button to audio Advance page after last audio • Image: Arvind Balaraman / FreeDigitalPhotos.net get the facts

  20. B5A1 20 • Image: Arvind Balaraman / FreeDigitalPhotos.net analyzeinformation • Name • PO number • Where calling from

  21. B5A2 21 • Image: Arvind Balaraman / FreeDigitalPhotos.net analyzeinformation Hi this is Sam calling from Big Box Store 987. I am calling to check on an order for a customer. The PO is 987654 Name PO number Where calling from

  22. B6 22 • Image: photostock / FreeDigitalPhotos.net gatheringinformation • .Make notes of: • Information needed • Key points • Questions to ask • Summarize & Repeat

  23. B7 23 • Image: Andy Newson / FreeDigitalPhotos.net askquestions Will my blind hold up to moisture? • Our products can withstand wetness. • Where are you interested in installing these blinds? • Do you leave your windows open?

  24. B8 24 • Image: Andy Newson / FreeDigitalPhotos.net askquestions Will my blind hold up to moisture? • Our products can withstand wetness. • Where are you interested in installing these blinds? • Do you leave your windows open?

  25. Prepare a script B9 25 • Background and title. • First ~ in script bring in “prepare a script” • 2nd ~ marker brings in three options from which to choose. • 1st checkbox links to B9A2 • 2nd checkbox links to B9A3 • Last checkbox links to B9A1 scriptit • I’m so sorry. • Pack it up and send it back. • Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

  26. Prepare a script B9A1 26 That’sit • I’m so sorry. • Pack it up and send it back. • Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

  27. Prepare a script B9A2 27 almost… • I’m so sorry. • Pack it up and send it back. • Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

  28. Prepare a script B9A3 28 almost… • I’m so sorry. • Pack it up and send it back. • Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

  29. C1 29 closingcalls Basic Etiquette Listening Closing

  30. C2 30 • If all are checked closingsteps Making sure the customer is satisfied with the resolution you have reached for his problem Make sure all of the customer’s questions have been answered Verbally review the steps Springs Window Fashions will be taking to resolve the customer’s questions or issue Ending the call and answering the next

  31. Project Name: C3 31 • Shows background and title • Each box with text inside added at ~ in script callclosing Identify follow-up steps Customer is satisfied Questions answered? Farewell

  32. C4 32 • Check box 1 goto B3B • Check box 2 goto B3A • Image: photostock / FreeDigitalPhotos.net confirmunderstanding • Confirming the customer’s understanding and satisfaction ensures that: • The customer will call again • You have met the customer’s needs

  33. C4A 33 • Image: photostock / FreeDigitalPhotos.net confirmsatisfaction Ok Mr. Wells, we have placed an order for the 32” replacement blind to be shipped at 500 Market St. .Is the customer satisfied with the outcome? Review the action taken Does the customer understand the resolution or answer you provided?

  34. C4B 34 • Image: photostock / FreeDigitalPhotos.net confirmsatisfaction Ok Mr. Wells, we have placed an order for the 32” replacement blind to be shipped at 500 Market St. Review the action taken. Is the customer satisfied with the outcome? Does the customer understand the resolution or answer you provided?

  35. C5 35 follow-upsteps Explain exactly what the next steps are for them and/or our company CLEAR Ensure you have and give the correct information CORRECT Product, size, style, color … Dates, costs, addresses COMPLETE

  36. C6 36 • Image: Ambro / FreeDigitalPhotos.net otherquestions Is there anything else I can help you with? • It gives the customer a chance to ask another question • Customers expect this question • It gives you a chance to finish entering the information

  37. Is there anything else I can help you with today? C6A 37 That’s right! Yes, can you also tell me what telephone number you have listed for my account?

  38. Is there anything else I can help you with today? C6B 38 Oops ! Yes, can you also tell me what telephone number you have listed for my account?

  39. II 2 Audio scenario plays Only title and background shows Bullets show at “~” marks IN SCRIPT Last animation is to add click to start button. Link click to start to #III • Graphics designed by Jamie in Illustrator coursesummary Basic Etiquette Listening Closing

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