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Telephone Personality & Phone Ettiquette

Telephone Personality & Phone Ettiquette. Always be your best!. Phone Ettiquette . There are 4 parts to a proper greeting: Proper greeting of the hour… Company name Your name How may I help you? Good Morning, Academic Advising, This is Tracey, How may I help you?. Building Rapport .

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Telephone Personality & Phone Ettiquette

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  1. Telephone Personality & Phone Ettiquette

  2. Always be your best!

  3. Phone Ettiquette There are 4 parts to a proper greeting: • Proper greeting of the hour… • Company name • Your name • How may I help you? Good Morning, Academic Advising, This is Tracey, How may I help you?

  4. Building Rapport • Take notes regarding calls • Write down the callers name • Let them know if you can’t hear them • Include their name when talking to them • Always repeat the message • Wear your smile!

  5. Wearing a SMILE! • Wearing a smile makes you feel happier and will also brighten up the whole room. • Smiling will also make you feel more positive and have a feeling of well being.

  6. On Hold Techniques • Ask them if they could please hold and wait for their answer. • Give them an option….Hold or leave a message. • If holding, check back with them every 30 – 60 seconds. Don’t leave them wondering. • Don’t forget to include their name when thanking them for holding.

  7. Call Transferring • 2 Types of Transferring • Guided Transfer – Let the caller know who they are being transferred to. • Description Transfer – Announcing the call to inform your staff the reason they are calling and their name.

  8. Speaking clearly • 1. Speak slowly and clearly • 2. Enunciate your words and stay away from sounding monotone. • 3. Don’t have a lazy tongue. • 4. Try some tongue twisters to get you moving in the morning. • Sally sells seashells by the seashore • Rubber baby buggy bumpers • Peter Piper picked a pack of pickled peppers

  9. Positive Speech • He’s currently out of the office, May I take a message? • I’ll be happy to….. • I’ll transfer you now…. • Thank you for holding Ms. Birr….. • One moment please…. • Not a problem at all, thank you…..

  10. Effective Listening • Prepare yourself to listen • Concentrate on what is being said • Visualize the speaker • Hold your tongue, don’t interrupt • Take notes • Use summarizing statements • Use conversation cues if the caller is getting long winded • Listen between the lines • Be open minded • Practice positive listening habits

  11. #1 Rule The ultimate respect you can give someone, is to listen to them.

  12. #2 Rule SMILE!!!!

  13. SMILE • S – Smile increases the receptiveness of those around you. • M – Make the guest feel comfortable • I – Information gathering • L – Learn the other person’s name • E – Eye contact establishes credibility and confidence.

  14. Front Desk Ettiquette • Stay organized • Keep message for each other in one location • Let your co-workers know what needs to be done or where you left off • Smile • Not a place to be grooming yourself • Come to work prepared.

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