Telephonic Skills... (1)

7/26/2019 Telephonic Skills... (1)

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TELEPHONIC SKILLS


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Speaking skills


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1.smile

I'm sure you've heard this before. Yes, it's

true. You can hear a smile. Try it if you don't

believe me. You'll be surprised how peoplereact differently when you put a little smile

in your voice. If the person on the other end

hears dread or boredom in your voice, they

will mimic it.


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2. Don't Mlti!task

When you're speaking on the phone, don't try to do

something else at the same time. Concentrate on the

conversation. The person on the other end will

likely be able to tell if you aren't listening. ndwe've all heard the tap!tap of the keyboard in the

background while on the phone with someone. It's

very rude and, no matter how good you think you

are at multi!tasking, it's likely that you aren't

catching everything the person is telling you if

you're busy doing something else.


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". Make Notes

"eep a pen and pad ne#t to the phone at alltimes. If a person identifies themselves at the

very beginning of the call, write their name

down immediately.


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#. $E%&E O( DE&D &I

When conducting business over the phone, there are manytimes we e#perience $dead air$. %or e#ample, you call your

credit card company and ask the rep what your balance is.

They have to wait for the computer to pull it up so you're

sitting in silence while that happens. That's fine. The

important factor here is to tell the person on the other end

what you are doing. &et them know you're looking up the

information and it'll take ust a minute. If you have to take aminute to look something up or gather a file or whatever,

tell the person on the other end what you are doing and how

long it will take. If something will take longer than a

minute, offer to place them on hold or call them back later.


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). Slo* Do*n an+ &+apt

The phone strips us of everything we use tocommunicate with e#cept our voices.This means that our tone carries all the weight of

portraying our feelings. It also means that, when

e#plaining something, we only have words to do thework. (o pictures, no hand motions, no facial

e#pressions. )ust words.

*o the best way to handle it over the phone is to slow

down and adapt when needed. If you are e#plaining

something complicated to someone and they ust don't

get it, don't get frustrated and repeat the same

e#planation. *low down and take a different approach.


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TELEPHONIC SKILLS INCL,DE

SMILING

*miles and gestures can easily be heard over the

phone, so keeping that smile on your face helps tocreate a positive engagement with customer every

time you talk to them.


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PROBLEM SOLVING SKILLS

(o +uestion about it, when you work as a customer

service agent, you will get problem calls that re+uire

some solving. enerally, the company you work for willoffer the tools to solve any problem a customer may

have, but it is your ob to learn how to use them

effectively.


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EMPATHY

If you can-t put yourself in a customer-s shoes

especially when you know they are wrong, how can

you understand why they have the feelings they do

about the issues they have called in about If you

cannot come to an understanding of why a customer

is calling, it-s practically impossible to help them in

any positive way.


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E-&MPLE O( TELEPHONICSKILLS (O THE HELP DESK

Impo/ing telep0one skills in a0elp +esk en/ionment an ingman3 ene4ts to ot0 ses an+sta5 alike. T0is atile ontains

man3 patial tips t0at an ese+ imme+iatel3 to impo/e 3o

stome se/ie.


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/!0ffective telephone use presents a more professional image

of the organisation.

1!Calls become more effective and directed.

2!Calls will be shorter due to improved service and skill.

3!*tress is reduced through correct techni+ue and skills.

4! *atisfaction levels will increase for both parties.


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CALLERS HAVE EXPECTATIONS

It is important to realise that the people who use the help desk service have

e#pectations. *ome common e#pectations that people have when phoning

a service are

/! They want service, they are calling for a reason.

1! 5rompt answer. 6on-t let the phone ring on and on.

TAKING THE CALL AND ANSWERING THE PHONE

/!nswer on second ring.

1!%irst impressions are critical.

2!7uality 8oice Tone ! *peak clearly and slowly. 6o not mumble, use modulation.

3!Identification of 9rganisation : *ection.4!9ffer of help ; e#ample, $


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GETTING THE CALLERS NAME

/!Write it down immediately.1!5ronounce the name correctly ! =epeat it back to the caller to confirm if necessary.

2!et the correct spelling.

3!>se the rule of 2. ie >se the name once at the beginning, the middle and end of the

call.

REGAINING CONTROL/GETTING PEOPLE TO COME

TO THE POINT

/!>se the caller's name.1!0#cuse yourself eg. $0#cuse me for interrupting$ or $I need to interrupt you?.

2!&ead with a +uestion or offer a solution eg. $What I need to know is...$, $


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DO6S O( TELEPHON7 SKILLS


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?6o@ *peak Clearly. ?6o@ reet Customers ppropriately.

?6o@ sk


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?6o@ ensure that you can hear and are being

clearly heard.

?6o@ maintain control of the conversationA stay

calm and professional.

?6o@ have positive e#pectations of every call.

?6o@ use the right phone in a +uiet, undisturbed

room.

?6o@ ask for input by using a person-s name.

?6o@ acknowledge all your calls.


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DON6T6S O( TELEPHON7SKILLS


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/. 6on't interrupt callers when they're speaking.

1. 6on't sound bored or indifferent to callers' re+uests or +uestions.

2. 6on't bring your emotions from a previous call into your current call.

3. 6on't let callers' negative or angry tones affect you.

4. 6on't speak too +uickly.


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B. 6on't eat, drink or chew gum while you're speaking with customers.

. 6on't cough, sneeDe or clear your throat directly into the mouthpieceof your headset.

E. 6on't breathe loudly into the mouthpiece of your headset.

F. 6on't make up information when you don't know the answers to

callers' +uestions in order to log those calls and end them.

/G. 6on't forget your manners.


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E((ECTI8E TELEPHONIC

TIPS


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*peak directly into the mouthpiece so

listener can hear easily

>se a normal tone of voice and speakat a natural pace

nnunciating words


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He courteous

>se ?please@ and ?thank you@

He clear and concise using short,simple, descriptive words

void the use of slang and in!house

terms or abbreviations use languagethe caller understandsJ


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>se the caller-s name during the

conversation

sk +uestions to check forunderstanding

&et caller hang up first


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Telephonic Skills... (1)

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