Transcript Effective Phone Techniques - Los Rios Community College

Effective Phone
Techniques
Improve your job performance
&
Present a positive image for your organization
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Purpose
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Share specific guidelines and techniques!
Enhance your job performance
Present a positive image for your
organization.
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Communication
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7% with our words
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23% with the tone of our voice
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70% by the actions of our body and face
From Visionus.com 2005
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7 Main Points
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Be Prompt, Prepared and Courteous
Employ Effective Listening
Diffuse Anger or Frustration
Offer Professional Assistance
Delivering a Difficult Message
Balancing your time with the needs of the caller
Conclude the Call Professionally
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Be Prompt, Prepared & Courteous
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Be Prompt:
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Answer phone on 1st ring
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Be ready to pay attention
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Use consistent greeting (Good Morning Los Rios...)
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Always identify the organization and your
name.
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Be Prompt, Prepared & Courteous
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Be Prepared:
Always have paper and pencil close
Be ready to Listen
Have all tools close by to answer questions
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Be Prompt, Prepared & Courteous
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Be Courteous:
Treat each caller like a guest
Always smile! – It can be heard!
Treat each caller like you would want to be
treated.
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Effective Listening
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Really Listen!
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Two types:
Comprehensive
To understand what caller is saying
Critical
To evaluate and determine the facts
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Effective Listening
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Show that you are Listening!
Be attentive
Ask caller’s name and then repeat it
Ask what company the caller is from
Empathize with callers feelings (if necessary)
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LISTEN…
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= Let Others Speak
= Intend to ‘Hear” Them
= Speak When It Is Your Turn
= Talk With Them, Not At Them
= Enthusiastically Respond
= Never Speak When Others Are Talking
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Offer Professional Assistance
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Establish a respectful relationship
Always ask how you may help
Ask caller’s name and if appropriate, the name of
their company.
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Advise honestly what you can do to assist
Be helpful but honest and don’t promise what you
cannot deliver.
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Offer Professional Assistance
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If transferring or placing call on hold is
necessary, always give the caller the option
(ask permission).
- Transfer: Advise caller who you are transferring
them to and what extension.
- Stay on the line to be sure someone answers.
- Take call back if there is no one for them to talk with (you
have already established a relationship.)
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Offer Professional Assistance
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Placing the caller on hold.
Always ask their permission
Check back within 30 seconds
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Calling the caller back.
State reasonable and accurate time you can call
back.
Call back when promised.
Promise only what you can deliver.
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Defuse Anger and Frustration
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Identify the needs of the caller
Listen - Be quiet
Ask Open-ended questions – allow caller to share
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Defuse anger with attentive listening and empathy
Listen Comprehensively
Empathize with Caller’s Feelings
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Respond to accusations without becoming defensive
Defuse loud and/or aggressive language
Offer quiet responses – gives no reason to yell
Never take the defense – gives no reason to argue
Smile and be reassuring – that you want to help to resolve the issue.
Take control of the conversation
Ask Specific questions
Advise how you can help
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Delivering a Difficult Message
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Tips that may be helpful:
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Deliver the message honestly without placing blame.
Advise what action will be taken (if appropriate).
Advise realistic time frame (if necessary) for any action.
Listen and offer Understanding without becoming
defensive.
Offer an apology (if necessary) for any inconvenience.
Remind the caller of any responsibility they need to take.
Thank the caller.
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Balancing Your Time with the
Caller’s Needs
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Your time is valuable!
Caller’s time is valuable!
Employ effective listening.
Take accurate message (READ # back)
Advise caller of action being taken.
Thank caller for his/her time.
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Concluding the Call Professionally
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Always thank the caller (by name) for
the call.
Remind the caller of what you promised
(if appropriate).
Remind the caller of any actions they
are assuming.
Remember that a clear message avoids
unnecessary calls.
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SUMMARY
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Be Prompt, Prepared, and Courteous
Listen Effectively
Offer Professional Assistance
Diffuse Anger or Frustration
Deliver the difficult message positively
Balance your time with callers needs
Conclude the call Professionally
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Learn It – Use It!
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Name (3) techniques you’ve learned
List (1) thing you will change immediately
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Share your best ‘phone skills’ advice
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Questions?
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THANK YOU!
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