TELEPHONIC SKILLS.

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Presentation transcript:

TELEPHONIC SKILLS

Great telephone skills are the building blocks of every business and it is easy to see why. Many of the the important experiences that your existing, new, and potential customers are having are based upon the level of customer service they are receiving from your employees while on the phone. Employees that can use their telephone skills to effectively deliver excellent service will grow and maintain a thriving business.

TOP 9 SKILLS

1.TELEPHONE RESPONSIBILITY: It is important to identify and clarify whose role it is to answer the phone.

2.THE GREETING

3.Telephone Etiquette

4.SCHEDULING APPOINTMENTS

5.PLACING CALLERS ON HOLD

6.TRANSFERRING CALLS :

7. Handling the unhappy caller :

8.Handling tough questions :

9. Personal Calls :

HOW TO DEVELOP GOOD TELEPHONE SKILLS:

proper telephone etiquette begins with you:

remain positive:

Keep a good mindset

Develop a routine:

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