An easy way to Understand Telephone courtesy

BySaeful Anwar

TELEPHONE COURTESY

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What are the most common ways

we communicate?

Visual Images

Body LanguageWritten Word

Spoken Word

Its not just what you say…

but how you say it!

Face to Face

Body Language

55%

Words7%

Tone of Voice38%

Voice Conversation

Tone of Voice86%

Words14%

Basic Telephone Etiquette

GREETING “ Good Morning”

DEPARTMENT/SECTION “ Housekeeping”

OUR NAME (first name) “ Andri Speaking”

OFFERING HELP “ How may I help you ?”

CALL STRUCTURE

GREET THE CALLER

A greeting should always be the entry point of phone conversation.

It indicates

your friendliness, openness and your

wil l ingness to provide quality service

GIVE YOUR NAME

This basic act of courtesy, lets the caller know thathe or she has reached the correct person, department or company.

ASK THE CUSTOMER IF YOU CAN HELP

Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs.

It pays to write down the customer’s name anduse it regularly in your conversation.

* Answer the call within Three Rings

* Greet the caller

* Give your name

* Ask the customer if you can help

Remember…

* Mention your Department Or Section / Company

THE BODY OF THE CALL

1. Validate a Customer

2. Hold & Mute

Procedure

3. Transfer a call

ACTIVE LISTENING

Give the caller your undivided attention

Actively Listen to the caller for both the content as well as the intent.

Avoid distractions

LET THEM HEAR YOU’RE LISTENING

Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention

Verbal feedback responses include expressions like, “All Right”, “ I

Understand”, “ Of course”, “ Certainly” etc.

VERBAL FEEDBACK

How can we improve our listening & facilitation skills?

PARAPHRASINGPARAPHRASING

Restating what another has said

in your own words

SUMMARIZINGSUMMARIZING

Pulling together the main points

of a speaker

QUESTIONINGQUESTIONING

Asking relevant questions to help in

better way and reduce errors

BARRIERS TO CONCENTRATION

External

Internal

The mind has a habit of wandering

PRACTICE TO AVOID

Avoid interrupting the customer. When you interrupt, i t shows you do

not care.

Avoid speaking too fast, too slow and

Avoid mumbling.

MESSAGES IN COMMUNICATION

What You Want To Say

What You Really Say

What The Other Person Hears

What The Other Person Thinks Is Heard

What The Other Person Says About What You Said

What You Think The Other Person Said About What You Said

Barriers To Communication

Inattention

Excessive Information

Language

Perception

Poor Listening Skill

EVERY CALL IS ‘NOTE-WORTHY'

Making notes is recommended. The human memory is not perfect

Written notes give you a record of the customer’s name and messageincluding correct spellingsand accurate contact information

NOTES

PHRASEOLOGY

SOME PROFESSIONAL WORDS

Yes Sir, that’s right Sir Very well Sir, Certainly Sir Very well Sir, Certainly Sir Kindly hold on Sir, Let me check it for you

Sir. If the call is for you, Who am I speaking to

please OR Who’s call ing please? If the call is for another person, Who shall

I say is calling? OR Who shall I say called? Let me check and find out.

SOME CASUAL WORDS

Ya OK Sure One Sec Just a minute Who’s

speaking???

I’ve no idea!

HOLD AND MUTE PROCEDURE

WHY IS THIS IMPORTANT ?

If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.

HOLD - Caller is aware of being on hold & will hear music

MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold

HOLD AND MUTE PROCEDURES

MUTE PROCEDURES

Should only be used if the hold t ime is less or equal to 30 sec.

For a short query when resource is close at hand.

Clearing your throat, coughing or sneezing.

Ask the customers if you may put them on hold

Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold.

Does anybody know I’m here

Have I been forgottenWhy is this taking so

longShould I hang up

#*%*#

* Remember you don’t

l ike to wait either.

PERMISSION TO PUT ON HOLD

WAIT FOR A RESPONSE

“Can you hold---”click is a situation so common thatcustomers might be surprised to see you waiting for aresponse.

The second part of putting someone on hold is to wait for a positive response from the customer’s side.

As soon as the customer agrees to hold, say “Thank You”before clicking the hold button.

TELL THE CUSTOMERS - ‘WHY’’

Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.

GIVE A TIME FRAME

Short (up to 60 seconds) - This will take a few moments

Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back?

Eternity (over 3 minutes) - Ask for a number to call him/ her back.

THANK THE CUSTOMER FOR HOLDING

Saying “ Thank You for your patience ” is very basic,good and common courtesy.

This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.

TO SUMMARIZE…

Ask the customers if you may put them on hold

Wait for a response

Tell the customers ‘Why’’

Give a t ime frame

Thank the customer for holding

TRANSFERRING A CALL

Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.

Explain why the call is being transferred

Ask if the customer mindsbeing transferred

Ensure someone is thereto pick up the call before hanging up

Tell the person to whom the call is getting transferred, the customer’sname and purpose of call

EXPLAIN CO-WORKER’S ABSENCE POSITIVELY

Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable.

Likewise your co-workers will not like their private lives discussed with customers.

Use..Mr. Yusuf isn’t available at the moment /Mr. Wandi just stepped out /Ms. Nikita is in a meeting,May I help you?

TELEPHONE COURTESY

Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner.

Use the ASAP technique:

A:-Apologize and Acknowledge the callers feelings

S: Don't Sympathize with the caller.Empathize

A: Accept responsibility

P: Prepare to Help.

HANDLING SWEARERS

Making the caller aware of what he is saying wil l halt the swearing.

For example “Sir, I can handle your problem, but I am

not able to handle the swearing. I request that you stop.”

ENDING THE CALL

KEY ACTIONS FOR ENDING THE CALL

Ask the caller if you can do anything else for him/her.

Thank the customer for calling and appreciate his effort and time.

Let the caller hang up first.

Write down any relevant information as soon as you get off the phone.

CLOSING THE CALL...Effective phrases for closing

You are welcome Sir/MadamWe appreciate your callingThank You for calling Please call againHave a nice day.

Acknowledge the details with thanks… and a

Thank You Hope you success