Transcript Answering and Responding to Telephone Calls

TELEPHONE SKILLS
First Key to Good
Customer Service
Improper Use of the Telephone Can Send
Customers Away…for Good!
Some examples of improper use are:
Excessive ringing before picking up;
Voice mail/answering machine;
Rude language;
Unprofessional transfers;
Poor message taking skills
Interrupting the caller and,
Not listening to the caller.
1. Pick up a ringing phone before the third
ring.
2. Answer the phone with a smile on your
face and there will be a smile in your
voice.
3. Repeat back to the caller the name,
telephone number and message to
ensure that you have the correct
information.
Decide on your greeting; before
receiving the call.
“Can I help you?”
“May I help you?”
“Company name, can I help you?”
“Department name, can I help
you?”
“Your name, may I help you?”
How to Handle a Late Answer
Apologize
“I’m sorry, how can I help you?”
Do not mumble, speak clearly
Do not make an excuse
 Speak Like a Normal Person
In other words, be yourself
Be aware of your telephone voice
Be sincere
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Do not mumble
Do not speak in a monotone
Do not use the phrase “Uh-huh”
Do not talk to fast
Do not talk to slow
Do not speak too loud or too softly
The Obvious Don’ts
Don’t eat while talking
Don’t drink while talking
Don’t cradle the phone on your shoulder
Don’t slouch at the desk
Don’t type while talking
Don’t sound like a robot
Telephone Skills
 Let the pace of your voice match that of the
customer
 Be careful not to extend your voice beyond what
is appropriate for you
 Put some life in your voice
 Smile while you are talking
 HOME WORK
 Listen to TV news people
 Practice while driving to
and from work
 Pay attention to your
speech habits for three
weeks
 Then note the changes
you want to make
Language Trip-Up Stones

Who’s Calling?
What Da Ya Want?
Oh, Really?
Wud You Say?
Doncha Know?
Can’t Hear Ya?
Speak Up!
Bye!
Hold on, I’ll Switch You Over!
And….Never….Never Swear!

Avoid Tacky Transfers
Please hold, CLICK!
Hold, CLICK!
Can ya hold, CLICK!
Hello, CLICK!
CLICK!
Who are you holding for,
CLICK!
CLICK, CLICK, CLICK
There has to be a better way!
If the caller needs to speak to another
department, tell them the name of the
department, who they need to speak to and
the correct department phone number –
and then ask if you can transfer them to
that department. Always helpful, always
courteous.
Don’t Mangle the Message!
Be prepared to write any message
Understand the needs of the people you take
messages for
Work out a consistent approach to the task of
message taking
Make sure all words are spelled correctly; all
numbers are written correctly – BEFORE you
end the phone call
 A Good Message Contains:
Caller’s name (ask for spelling)
Caller’s phone number (verify)
Company name (if applicable)
Date and time of call
Caller’s message (if the caller wants to leave a
message)
6. Your name
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5.
Return Your Phone Calls
It’s appropriate
It’s professional
It’s mannerly
It’s polite
It’s the RIGHT thing to do!
DO NOT INTERRUPT THE CALLER
Possibly the biggest error either on the
phone or face to face!
People do not like to be interrupted!
Intentional or not, it can be a major insult!
 “The Angry Customer”
You should be patient
You should be a good listener
You should apologize
You do not have take verbal abuse or let the
customer swear at you – turn this over to your
supervisor! Immediately!
SUMMARY
 Ten Rules of Phone Courtesy
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Answer the phone promptly
Speak in your normal voice
Watch your language
Avoid tacky transfers
Don’t mangle the message
Return your phone calls
Don’t interrupt
Appease the angry customer
Make sure there is a happy ending
LISTEN