Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference.

Slides:

Advertisements

Similar presentations

Building Extension’s Brand through…

Advertisements

First Key to Good Customer Service

Effective Phone Techniques

Telephone Skills.

sp3 Service Standards for: In-Person/Telephone/

Telephone Etiquette.

Helpful Guidelines and Hints

T ELEPHONE E TIQUETTE. W HY IS USING AND ANSWERING THE TELEPHONE IMPORTANT ? Main form of communication Get your point across.

Mail Communication. Expedient Message is short or informational Communicate with multiple persons at the same time Setting up meetings.

ACDV B50 Joyce Kirst. Content Consider whether what you have to say is best said through Consider whether the person you are writing to needs to.

The basics that we should all remember while communicating digitally.

Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference.

RULES FOR SENDING EFFECTIVE AND PROFESSIONAL S Netiquette.

Chapter 10. “Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.” Steve Jobs (1955- )

Soft Skills for a Digital Workplace: Verbal Communication Unit C: Developing Professional Telephone Skills.

BCEN 3510, Business Communication Chapter 7: and Social Media for Business Communication.

Create the Future Customer Service and Communication.

Professional Communication in the Workplace Lance Kissler, Marketing & Communications.

By: Masilang, Rosen M.. Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call.

Telephone Etiquette. Be Pro-active!  Answer the phone after two or three rings with a friendly, business-like greeting Hello, Jesse Lugar Speaking.

Electronic Etiquette Ann Marie Sabath: Business etiquette : 101 ways to conduct business with charm and savvy, Career Press. Virginia Shea: Netiquette,

. Open a Click on your inbox and click on a you want to open then it will open.

This presentation will be all about s, etiquette and software. I will be going through each one of these individually and thoroughly step.

. Open a Click on your inbox and click on a you want to open then it will open.

Why we use . ETIQUETTE COMMUNICATING MANAGING .

Telephone Etiquette Michael Clark.

Judging a Book by its Cover Positive Communications and Style Guide for CCCOE Employees.

Communication in the construction industry

By Ciaran carney. ADD COM  Etiquette – Acceptable Use Policy  Use a suitable subject in the - this helps the reader to understand what the message.

NETIQUETTE GUIDELINES FOR DISTANCE EDUCATION COURSES.

Dylan Bayliff. Contents: 1- Sending s & Using etiquette 2- Staying safe and Accessing 3- Open s 4- Replying to s 5- Setting up contacts.

Business English Upper Intermediate U1S09 John Silberstein

Preparing s Using Etiquette Lesson A4-3.

Comunicación y Gerencia 10 Commandments For effectvie communication.

s This presentation is all about s, etiquette and software. I will go through these things step by step to give you a clear understanding.

Introduction to Business & Marketing February 24, 2012.

Component 16- Professionalism/Customer Service in the Health Environment Unit 4-Key Elements of Effective Communication Lecture 4c-Using Media for Communication.

This presentation will be all about s, etiquette and software. I will be going through each one of these individually and thoroughly step.

Preparing s Using Etiquette. Learning Objectives Define . List the parts of an and an header. List rules for etiquette.

NEW MEDIA COMMUNICATION. NETWORKING INFORMATION EXCHANGE COMMUNICATION.

CBP Program – Business Etiquette

TELEPHONE ETIQUETTE.

STAYING SAFE: Here are some safety tips when using Change your password regularly and keep it in a safe place. Don’t share your password with anyone.

Year 9 Cambridge National Unit 2 – Task 1 Mr Conti Lesson 2.

is a shortened form of electronic mail allowing you to send messages over the internet, store and retrieve messages which you have received. So.

Basic Etiquettes. First impressions do happen over . Increases professionalism. Having etiquettes get to the point faster as compared.

Phone Etiquette Let them hear the smile!. Our Main Goal Make a positive impression! Customer Satisfaction.

tool kit. USER GUIDE Etiquette (Acceptable use policy) – a list of rules that we observe Use a suitable subject in the - this helps.

Professional Communications Mrs. Lopez-Wyatt. Why is etiquette important? We interact more with written word and the number of users and usage rates.

ETIQUETTES “ - when it absolutely positively has to get lost at the speed of light.”

Memos, Netiquette, .  A memo is short for memorandum, which is a written reminder of something important that has occurred or will occur.  Memos.

© 2003 SOUTH-WESTERN PUBLISHINGCHAPTER 15Slide 1 CHAPTER 15 COMMUNICATION SKILLS 15.1Listening and Speaking 15.2Reading and Writing LESSONS.

Use the subject field to indicate the purpose of the .

EFFECTIVE COMMUNICATION PRESENTED BY THE SOLUTIONS GROUP.

Take a Second Look Before You Send a Message. Do Not Default to "Reply All”

WELCOME TO UNIT 6. Unit 6 Nonverbal Communication Objectives Understand the elements and interpretations of body language Cite examples of business etiquette.

Understanding Business/Workplace Etiquette

Communication Presenters : Terri Yau Global Customer Service Date : February 2011.

Objectives Answering Calls Tactful Responses Taking Messages

Keys to Good Customer Service

Professional Etiquette

Professional Etiquette

Office Etiquette.

Professional Communications

Setting up a Gmail Account & Safety Kamlesh Singh Bisht IT Specialist.

Etiquette This is a discussion on etiquette, with a focus on forwarding etiquette.

Presentation transcript:

Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference

Etiquette

The purpose of etiquette: Professionalism. Efficiency. Security.

Rules Know your internal policies. Keep responses concise. Answer questions asked in the original . Use proper punctuation, grammar and spelling.

Rules Personalize your . Avoid unnecessary file attachments. Check for proper layout. Use high-priority option sparingly.

Rules DO NOT USE ALL CAPITAL LETTERS! Read message thoroughly before sending. Know when to reply to all. Dont abbreviate. Delete chain letters immediately.

Rules Protect confidential information. Clearly identify the subject. Avoid unprofessional language. Minimize use of bold font. Use blind copy (BC) when individuals dont know each other.

Rules Use appropriate opening and closing. Auto-respond when out of the office. Dont burn your bridges.

Enforcing Etiquette Stay abreast of internal policy. Attend available training. When in doubt, ask.

Privacy There is no such thing. Be aware of company monitoring systems. Once sent, cannot be controlled. Protect information from hackers.

Questions?

Telephone Etiquette

Answer calls within three rings. Greet the caller. Identify yourself. Identify your school. Ask how you can help.

Telephone Etiquette Answer with a smile. Group discussion.

Telephone Etiquette Placing callers on hold: Ask if the caller minds being placed on hold. Check back with callers so they dont think youve forgotten them. Its okay if you dont know the answer immediately. If you need to research, provide an estimate of when you will follow up.

Telephone Etiquette Transferring calls. Avoid transfers whenever possible. Be the callers single point of contact for the information you can give. Use your resources. Ask for help.

Telephone Etiquette When transfers are unavoidable: Do not blind transfer the call. Provide a phone number in case the call is disconnected. Communicate the customers issue prior to transfer. Saves time and frustration.

Telephone Etiquette When transfers are unavoidable… If voice mail reached, give the caller an option. Leave a message. Call back later. Recommend a better time to call back.

Telephone Etiquette Voice mail greetings. Keep greeting updated. Provide detailed information. Alternative contact information. Positive closing.

Telephone Etiquette When leaving a message: Identify yourself. Repeat contact information. Respect privacy. Keep message concise and specific.

Telephone Etiquette Focus your attention on the caller. Use the callers name during the conversation. Build rapport with the caller. Speak clearly. Always be polite.

Telephone Etiquette Avoid jargon and acronyms. Avoid eating, chewing or drinking. Respect others. Follow the golden rule. Do unto others as you would have them do unto you.

Questions?

Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference