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Telephone Etiquette 



 

 
 
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Slide 1: Telephone Etiquette Training Topics: • Answering the Telephone • P.I.C.T.U.R.E • Interviewing Techniques • Personal Qualities for Phone Work • Tips for Telephone Etiquette • Handling Irate Customers • 5 Phases of a Call
Slide 2: Telephone Etiquette MMM Training Solutions Contact: Pramila Mathew Mobile: +91 98409 88449 Website: www.mmmts.com © 2008 MMMTS All Rights Reserved
Slide 3: Telephone Etiquette © 2008 MMMTS All Rights Reserved
Slide 4: Answering the Telephone 1. Pick up the phone in three rings . More than three 2. 3. 4. 5. rings signals chaos in your office or inattentiveness. Greet the caller, e.g. “hello”, “good morning”. Good manners shows you respect the caller. Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression. The greeting is key, it sets the tone and style of the whole interaction. All Rights Reserved © 2008 MMMTS
Slide 5: “Good morning, thanks for calling the ABC Hotel, my name is XYZ, how may I help you?” © 2008 MMMTS All Rights Reserved
Slide 6: Telephone Etiquette Words 14% Tone of Voice 86% Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804
Slide 7: Telephone Etiquette Customer forms a mental you. PICTURE of P – PITCH I – INFLECTION C – COURTESY T – TONE U - UNDERSTANDING R – RATE E - ENUNCIATION © 2008 MMMTS All Rights Reserved
Slide 8: Interviewing Techniques © 2008 MMMTS All Rights Reserved
Slide 9: Interviewing Techniques •Open-ended questions / Closed-ended questions •Linking questions •Using supportive statements •Key words repetition •Using summaries •Counter productive questions •Probing questions •Providing non-verbal encouragement •Showing empathy with your client •Using the pause •Dealing with mistakes •Checking facts & asking for specific information © 2008 MMMTS All Rights Reserved
Slide 10: Personal Qualities For Phone Work •Self Motivation •Determination •Sense of Humor •Self Esteem •Professionalism •Enthusiasm •Persistence •Flexibility •Quick thinking •Being Thick-skinned © 2008 MMMTS All Rights Reserved
Slide 11: Tips for Telephone Etiquette © 2008 MMMTS All Rights Reserved
Slide 12: Tips for Telephone Etiquette Before you answer, be prepared: Have your computer switched on. Have pens, pencils and notepad ready. In answering the phone: Answer calls promptly by the second or third ring. Smile as you pick up the phone. Use your ‘telephone’ voice, controlling your volume and speed. Project a tone that is enthusiastic, natural, attentive and respectful. Greet the Customer, identify your Company and yourself. © 2008 MMMTS All Rights Reserved
Slide 13: Tips for Telephone Etiquette In the course of the conversation: Focus your attention on the Customer. Enunciate/articulate clearly. Speak distinctly. Use simple English – avoid Jargon and Acronyms. Use action specific words and directions. Use the Customer’s name during the conversation. Always speak calmly and choose your words naturally. © 2008 MMMTS All Rights Reserved
Slide 14: Tips for Telephone Etiquette Avoid forbidden phrases: “ I don’t know.” “I/we can’t do that.” “You’ll have to….” “Just a second.” “No.” © 2008 MMMTS All Rights Reserved
Slide 15: Handling Irate Customers  The first step in handling an Irate Caller is to simply hear the other person out. Listen intently. Allow the Customer to vent some frustration.  Empathizing allows you to understand another person’s motives without requiring you to agree with them. © 2008 MMMTS All Rights Reserved
Slide 16: 5 Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 & Introduction) Opening the Call (Greeting Building Rapport & Identifying Customer Need (Question) Collecting/ Verifying of Information (Paraphrase) Provide Customer Solutions, Alternatives or Information Get Customer Buy-in; Establish Next Steps; Close the call (Summarize) © 2008 MMMTS All Rights Reserved
Slide 17: Contact Information MMM TRAINING SOLUTIONS 59/29, College Road, Nungambakkam, Chennai – 600006. Landline: +91-44-42317735 Website: www.mmmts.com Pramila Mathew - Training Consultant and Executive Coach Mobile: +91-9840988449; E-mail: Pramila.Mathew@mmmts.com Vikas Vinayachandran - Training Consultant Mobile: +91-9840932894; E-mail: Vikas@mmmts.com

   
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