On the Telephone !

1. On the Telephone! On The Telephone

2. On The Telephone Contents • How to wow them on the telephone • Answering the Call • Good Communication • Recording Information • When you don’t know the answer • Answering two lines • Angry callers • The Last Word

3. On The Telephone First Impressions • Every call is a performance and you have a new audience every performance! • Increase your energy level by ‘smiling’. • A happy mood will be translated into your voice.

4. On The Telephone Making A Good Impression • Think of the telephone as the office lobby - the first place the customer visits. • Have an objective in your mind before you answer the phone, ie ‘I want to help’ - don’t just answer it because its ringing. • Speak with enthusiasm, as if speaking to a friend. Use inflection in your voice, lower the pitch. This conveys sincerity and confidentiality. • Smiling is the one type of ‘body language which translates well on the phone.

5. On The Telephone Answering the Call • Ensure that you don’t bang the receiver into anything when picking up the call. • Answer the call within as few rings as possible. • Speak clearly, identify the centre and yourself. Don’t start speaking before you put the receiver to your mouth.

6. Mind Your Manners! Don’t grab a ringing phone as it shows impatience and lack of interest in the customer. On The Telephone

7. On The Telephone Mind your Manners! • Don’t bang down the receiver • Don’t cut away in the middle of a conversation to ask a colleague a question • Try and Stop ‘multi-tasking’ whilst talking on the telephone. This encourages you to find answers quickly and you don’t give the caller 100% attention

8. On The Telephone Mind Your Manners! • Try not to make comments about your callers to other staff at reception - sooner or later another customer will hear you! • Never, ever, talk about customers in a derogatory manner

9. On The Telephone And While You’re on Stage! • Speak clearly, try and use the customer’s name if you have it • Let them ‘hear’ you smile • Provide information, especially numbers, slowly so the customer can write it down • Ask if there’s anything else you can help with • Remember these are real people even though you can’t see them

10. On The Telephone Other Voice Tips • Vary the tone • Emphasise important words • Use the ‘dramatic’ pause - pause after important points. This will stimulate attention and the customer will pay closer attention.

11. Good Communication • Does the customer understand what you area saying ? On The Telephone

12. On The Telephone How can I check he understands? • Ask questions • Use pauses • Spell out difficult words • Ask him to repeat telephone numbers • Don’t speak too quickly or use idioms • Summarise the information given at end of conversation

13. On The Telephone How do you ensure YOU understand? • Concentrate and avoid listening to other conversations at the desk • Acknowledge other waiting customers • Hold your tongue - don’t ASSUME you know what the customer wants or jump to conclusions • Don’t interrupt. • Ask questions and use conversation cues - • ‘Yes’, ‘I see’, ‘I understand’.

14. Recording Information • (Tourist Enquiry) • Date • Name & Address • Information Required • Any other necessary details • Ask if they need anything else On The Telephone

15. Recording Information • (Message for Colleague) • Date and Time • Name and Telephone number • Details • Action required • Signature • Take responsibility for the message and make sure your colleague gets it! On The Telephone

16. When you don’t know the answer… Never say you don’t know Be Honest and say ‘I don’t know but I’ll try and find out” Ask if you may put the caller on hold or take his number and promise to ring him back On The Telephone

17. On The Telephone When an absent colleague will know the answer... • Always keep the customer informed as regards what you are doing • Explain how you are going to find out the information - if necessary, tell the customer when you will ring him back • Never use negative langage ie ‘um, er, I haven’t a clue’, ‘that’s not my job’

18. People are usually patient about waiting for an answer if they know it will be the RIGHT answer On The Telephone

19. On The Telephone Answering Two Calls • If you are on a long call and another line/two lines are ringing...

20. On The Telephone If another line rings persistently • See if another colleague can answer the call • Ask the person you are speaking to if they mind if you answer the other telephone • Politely explain to second caller that you are busy with another customer - take their details and promise to ring them back as soon as possible

21. On The Telephone Go Straight back to first caller • Apologise for interruption • Thank him/her for their patience • Continue with enquiry • REMEMBER to call back the second customer and apologise for delay

22. Angry Callers On The Telephone

23. On The Telephone The Telephone ASAP technique • Acknowledge the person’s feelings and apologise - ‘I’m sorry that happened’ • Sympathise - ‘I understand how you feel’ • Accept 100% responsibility for the call • Prepare to help - ‘I’ll try and help’ - present willing attitude. Listen, jot down information, try not to interrupt. Remain calm

24. Remember the customer isn’t angry with you! Don’t take their hostility personally On The Telephone

25. On The Telephone Last Words

26. On The Telephone Summarise at the end of the call • State what action you are taking • Use customer’s name if you have it • Ask if there’s anything else you can do • Say thank you • Say good-bye • Try and let the customer hang up first

27. On The Telephone Role Play in pairsNo eye contact! (Students face back to back) • Take a message from a client (with their personal details and work requests) to pass on to your colleague. • Telephone a client to let them know about some delay in their account/order. • Telephone a client about their overdue account. • Take a call from a potential new client who is enquiring about your services. Include details about their needs and current provider.

28. On The Telephone Role Play – record your conversationStudents to use their recording device (laptop / iPhone / iPad / Android) • Record a message suitable for your answering machine at work (for your clients). • Record a message on a client’s answering machine to let them know some information about their query. • Record a conversation between you and your client where you need clarification about some details in order for you to complete work for them • Record a conversation between you and your client in relation to the client’s complaint about a problem with their account or order with you.