YMCA Telephone Standards

YMCA of Regina

YMCA Telephone Standards

Mem bership InquiryS tan d ard s

C oncluding Tele lephone S tandardsS tan d ard s

Program InquiryS tan d ard s

G enera l Info InquiryS tan d ard s

D eterm ining C aller N eedsS tan d ard s

G reetingTelephone S tandardsS tan d ard s

Telephone Communications

Staff spend between 30% and 60% of their time using the telephone

Tone of voice has a dramatic impact on how people receive our messages.

How you say it is more important

than What you say!!

Telephone Communications

The impact of the three dimensions of communication are as follows:Verbal words 7%Tone 38% Body language 55%

Now, take that same information and apply it to telephonecommunications

Verbal words 16%Tone 84%Body language 0%

Telephone Communications

Our tone of voice can be improved by:Smiling

Good posture

Relaxed breathing

The Cliché “you never get a second chance to make a first impression”-should be posted next to anyone who

answers the telephone

Telephone Communications

Listening plays a key role in the selling process

we can think about 500 words per minute we can speak only 150 words per minute That leaves about “350 words per minute” of thinking

time available

Telephone Communications

You can focus your telephone customer’s attention on your message and help them listen better by: varying your voice pitch varying your speed of speech asking ?’s

You can improve your telephone listening skills by: asking ?’s writing key points visually focusing on an object to reduce distractions

YMCA Telephone Standards

YMCA Telephone StandardsInitial Greeting

Answer the phone within 3 rings

Speak clearly

Extend a greeting

Identify the YMCA (if it is an incoming call)

Tell them your name “ Hello. YMCA of Regina, Tracey speaking.

How may I help you”

YMCA Telephone StandardsInitial Greeting

Speak Clearly - Slow down. Speak loudly and distinctly.

Keep mouth clear of all objects (gum, candy, pens, food, coffee)

Do not start to speak as soon as you pick up the phone - wait until the receiver is all the way to your mouth.

YMCA Telephone Standards Determining Caller Needs

Let the member talk wait for them to finish what they have to say listen to their needs

Probe to identify who they are, their needs and main points

take notes for better recall restate some of the main points to clarify & reinforce their

message ask open ended questions “what” or “how” verify information “Did you say you are interested in a

family membership?”

YMCA Telephone Standards Determining Caller Needs

Ask caller their name.“Could I ask who is calling”“May I ask you your name”

Ask caller what membership/programs/general information they are interested in. (Ask for specifics)

“May I ask you what information you are interested in”

Ask caller if membership/program/general information is for them or family members or both.

“May I ask if the information is for you or is the information for several people”

Determine if the caller is a member or a non-member.“May I ask if you are a member or a non-

member”

YMCA Telephone StandardsMembership Inquiries

Member services staff should be comfortable clearly communicating the following information:

Membership services and benefits. Membership fees and payment options Various methods of payment (Cheque, Auto

withdrawal, credit card, cash, etc.) Building Fee Program Cancellation/Hold Policies Membership Assistance Program - Charitable nature of the

YMCA

YMCA Telephone StandardsProgram Inquiries

Member services staff should be comfortable clearly communicating the following information:

all program services and benefits. program fees benefits of being a member vs. a program participant The various methods of payment The program cancellation policy Membership/Program Assistance Programs are clearly

explained (Both in terms of recipients and donors)

YMCA Telephone StandardsDirecting a call

When the caller asks for a specific staff by name and the staff person is available. (not on the phone, in program, or busy with a guest) The standard is:

Caller “Could I speak to Corinne” Staff “One

moment please while I transfer the call” When the caller asks for a specific staff by name and

the staff is either on the phone, with a member, or in program.

Staff with voice mailCaller “Could I speak to Corinne” Staff “I am sorry Corinne is not available at the

moment. Would you like to leave a message on her voice mail or can I help you?”

YMCA Telephone StandardsDirecting a call

When the caller asks for a specific staff by name and the staff is either on the phone, busy with a customer, or in program and does NOT have voice mail. Caller “Could I speak to Ian?”

Staff Try and locate Ian and say “Please hold while I locate him.”

If unable to locate IanStaff “I am sorry I am unable to

locate him at the moment. Could I take a message and forward it to him?”

YMCA Telephone Standards placing a caller on hold

When talking on one line and another call comes in: Put the first person on hold - but only if you have first

asked permission to do so (“May I…) and wait for a response.

Answer the second call with a phrase like, “Good afternoon, YMCA. This is Susan. Would you like to hold or can I transfer your call.” If No, then “May I take your name and number so that I can call you back within the next 15 minutes, or would you prefer to hold? Thank you.” Asking permission and giving options is the key.

Return promptly to your first caller. A warm, quick “thank you for waiting” is courteous and helps lead into the continuation of the conversation

Ideally - calls should not be left on hold for any longer than two minutes

YMCA Telephone StandardsConcluding a Call

Repeat your name “if you need any further information, my name is Cathy”

Ask Caller, by name (if they have shared it) and if they have had the opportunity to tour our Centre.

Invite them for a visit, indicate the best time to come and inform them that it will take about 25 minutes for a tour

Offer to mail or Fax caller appropriate information. Example: membership brochure, program guide etc.

Thank them for calling (“We look forward to seeing you in our facility”)

Always hang up last

YMCA Telephone StandardsHandling difficult calls

Take responsibility for the call - ensure the buck stops with you!

Be polite Let them vent Respond with courtesy and empathy Calmly restate their issues - ask if you have it right Use the L.A.S.T. Principle

YMCA Telephone StandardsHandling difficult calls

What to do with the complaint???????????

The best response is providing the member with an immediate correct response

If you cannot supply an answer, ask for some time to research their request or complaint. Get their name and number, give them your name, and return their call within 24 hours.

If you are not sure you can help be honest - but ensure the member knows you will find someone who can help (preferably the Manager on Duty or appropriate supervisor)

YMCA Telephone Standards

Final Assignment: Use the Regina YMCA EYE (External YMCA Evaluation)

Survey Results to improve our YMCA systems & procedures

Call another YMCA

Call another business

Compare the results and best practices used