Telephone Training

2015

AnsaCall House, 1B Chiltern Close, Floracliffe

0861 114 657

Welcome!

• Thank you all for joining us for training today!

• AnsaCall Telecoms specialises in providing professional voice recordings for message-on-hold and auto-attendant systems

• We have been providing our services for the past 26 years

• My name is Eve Berriman and I will be guiding you through the telephone etiquette training today.

FIRST IMPRESSIONS LAST

“Do what you do so well that they  will want to see it again and bring their friends.” Walt Disney

.

When answering the phone

• First identify your COMPANY

• Then your DEPARTMENT where you work within the company

• And lastly YOURSELF

Company Department Yourself

Answering the phone

• Try to answer the phone in the shortest possible time

• When answering the phone be warm and enthusiastic

• Speak clearly

• Keep your voice volume moderate and do not speak fast.

• Do not use ‘slang”

• Be positive with your answers, always look for a solution and do not reject a question without trying to find out the answer first.

Step1- ascertain who the caller is?

Step2- ascertain who they want to speak to and why?

Step3- announce the call and transfer both the caller and any relevant information.

Process of transferring the caller

• Diagnose the situation and what the caller wants

• Inform the caller of what you are going to do

• Announce the call to the relevant person

Diagnose the situation

Inform the caller

Announce the call

“I have Mr Burgers on the line for you, he

is returning your call”

“Sylvia Platts is on the line, she is calling in connection

with…”

Dealing with client requests

When a client or the caller requests some information from you as the receptionist, you should be polite but only provide them with the relevant information that you know you can give them.

Avoid heavy obligations• Have to - too

bossy• Need to - too

burdensome• Must - Parental

Dealing with client requests

Encouraging alternatives:

• Simply…• Go ahead

and …• You’ll want

to…• The best

to…• Be sure to…

“You need to bring in a copy of the document and you have to have signed it”

“Go ahead and bring in that document next time you come around and please remember to sign it”

Always validate your caller’s questions and requests

• The caller doesn’t know your company as well as you do so make them feel at ease and comfortable with asking you any questions relevant to the company and the business.

• Affirm their questions by stating “ your questions are very valid”… “I’m glad that you mentioned that”… “thank you for bringing this up”…

Example:

“Good day, my name is Eve and I’m calling in connection with your latest promotion . It might be a really stupid question but does the two pack DVD combo include the additional 3rd movie free?”

Dealing with abusive callers• An abusive caller has lost their emotional control

and is directing their frustration onto you, because you are the first point of contact with the company that is frustrating them. You also represent the company and they feel justified in attacking you for that reason.

Dealing with abusive callersRedirect the negativity away from yourself and towards the situation at hand.

• Offer helpful information that is truthful and relevant: “Mr So and so is in a meeting until 11am today”

• Avoid being too personal, discuss the situation from a business perspective

• Offer alternatives like: “would you like me to take a message or would you like to try and phone back a little later”

• Always be polite and try to empathise with the caller’s irate feelings by validating their concerns and trying to come-up with valid alternative solutions

Dealing with abusive callersExample:

“Hi there lady, I have been waiting to speak with Mr Burgers for the past week and he hasn’t returned a single call! What type of organisation are YOU running over there?!”

“Listen, this is ridiculous! I am a paying client and now I am stuck with the wrong bill for the stock that I ordered 3 months ago! Why are YOU messing-up your job?!”

Remember:• Helpful information• Offer alternatives

• Validating their concerns

Remember you are the face of the company!

15 minute tea break

Taking down telephone messages

• If there is something you don’t understand or cant spell as the caller to repeat it or spell it for you

• NEVER get irritated with the caller

• Date and time the note was taken

• Full name of the caller• Caller’s company• Caller’s contact details • The recipient• The full and complete

message• Your name at the bottom of

the note

Dress for success!

Formal wear

If in doubt rather dress-up Not down!

Black=LeadershipBlack communicates glamour, sophistication and exclusivity. Black is a colour that is taken seriously. Blue=Team PlayerBlue is one of the best colours to wear because is exudes trust and confidence.  According to studies navy blue is the best colour to wear to secure a job in an interview.

Grey=Logical/AnalyticalWearing grey communicates independence or isolation. This doesn't have to be a bad thing, as long as you show that you're confident. Since grey is somewhat of a lonely colour, this may say to others that you're very much an individual who is self-sufficient and capable of thinking on your own.

White=OrganizedWearing white and beige is a safe bet, but you may be considered dull and lacking in confidence.  

Brown=DependableThis earthy colour means warmth, safety, reliability, and dependability.

If in doubt rather dress-up Not down!

Red=PowerRed conveys passion and power and is the best colour to wear when you're trying to persuade or impress someone. Red is also linked to courage, excitement and energy.

Green, Yellow, Orange, and Purple= CreativeThese louder colours communicate that you're fun and attract attention, but they don't necessarily elicit feelings of trust or commitment, which may not be the best message to send at work. However, wearing these colours would work great for happy hour gatherings, in-house meetings, or casual Fridays.

Casual corporate wear

Not appropriate for work

Not appropriate for work

• No short skirts

• No cleavage

• Stilettos-too high=too sexy

• Distracting jewellery

Not appropriate for work

• No takkies/sneakers

• No light coloured/torn jeans

• No flip flops

Making the most of your voice

Your voice should project a professional and best image of yourself, and in turn the company you work for.

You want to sound:• Clear• Confident• Knowledgeable• Loud enough to project your message but

not too loud to scare the caller

Voice exercisesMaking the most of your voice

Relaxation exercises:

Making the most of your voice Voice

exercisesBreathing exercises:

• Deep slow breaths in through the nose, out through the mouth

• Deep breaths though the mouth , count as far as possible on exhalation (try 8 counts)

• Doggie pants- not too many (ss,ff,ss,ff)

Making the most of your voice Voice

exercises Resonance:

MMMMMMMMMMMMMNNNNNNNNNNNNNNGGGGGGGGGGGGGGAAAAAAAAHHHHHHHHELLO

Articulation:

BA BE BI BO BOOCA CE CI CO COODA DE DI DO DOOBA BA BA BA BA BA BABA BABA BABA BABABABABABABABABABAB, P, G, K, D, T, S, Z, F, VRRRRRRRRRRRRRRRRRLILLY, LALLY, LILLY, LALLY

TOUNGUE TWISTERS

A tudor who tooted a fluteTried to tutor two tooters to tootSaid the two to their tutor,“Is it harder to tootOr to tutor two tooters to toot?

• Red lorry, yellow lorry, red lorry, yellow lorry

• Cheap ship trip• Truly rural• Freshly fried fresh

flesh• Lilly ladles little

lentil soup

Practice time!

Write a script of how you feel it would be best to answer the phone in your office

List some of the most common questions that clients ask you

Lets practice answering the phone.

Step1 You get a chance to experience

being a voice artist in our studio.

Record your chosen script and listen to your voice!

Step2

Thank you!Hope you enjoyed the training