Effective Phone Techniques Improve your job performance & Present a positive image for your organization

Purpose Share specific guidelines and techniques! Enhance your job performance Present a positive image for your organization.

Communication 7% with our words 23% with the tone of our voice 70% by the actions of our body and face From Visionus.com 2005

7 Main Points Be Prompt, Prepared and Courteous Employ Effective Listening Diffuse Anger or Frustration Offer Professional Assistance Delivering a Difficult Message Balancing your time with the needs of the caller Conclude the Call Professionally

Be Prompt, Prepared & Courteous Answer phone on 1st ring Be ready to pay attention Use consistent greeting (Good Morning Los Rios...) Always identify the organization and your name.

Be Prompt, Prepared & Courteous Be Prepared: Always have paper and pencil close Be ready to Listen Have all tools close by to answer questions

Be Prompt, Prepared & Courteous Be Courteous: Treat each caller like a guest Always smile! – It can be heard! Treat each caller like you would want to be treated.

Effective Listening Really Listen! Two types: Comprehensive Critical To understand what caller is saying Critical To evaluate and determine the facts

Effective Listening Show that you are Listening! Be attentive Ask caller’s name and then repeat it Ask what company the caller is from Empathize with callers feelings (if necessary)

LISTEN… L = Let Others Speak I = Intend to ‘Hear” Them S = Speak When It Is Your Turn T = Talk With Them, Not At Them E = Enthusiastically Respond N = Never Speak When Others Are Talking

Offer Professional Assistance Establish a respectful relationship Always ask how you may help Ask caller’s name and if appropriate, the name of their company. Advise honestly what you can do to assist Be helpful but honest and don’t promise what you cannot deliver.

Offer Professional Assistance If transferring or placing call on hold is necessary, always give the caller the option (ask permission). - Transfer: Advise caller who you are transferring them to and what extension. - Stay on the line to be sure someone answers. - Take call back if there is no one for them to talk with (you have already established a relationship.)

Offer Professional Assistance Placing the caller on hold. Always ask their permission Check back within 30 seconds Calling the caller back. State reasonable and accurate time you can call back. Call back when promised. Promise only what you can deliver.

Defuse Anger and Frustration Identify the needs of the caller Listen - Be quiet Ask Open-ended questions – allow caller to share Defuse anger with attentive listening and empathy Listen Comprehensively Empathize with Caller’s Feelings Respond to accusations without becoming defensive Defuse loud and/or aggressive language Offer quiet responses – gives no reason to yell Never take the defense – gives no reason to argue Smile and be reassuring – that you want to help to resolve the issue. Take control of the conversation Ask Specific questions Advise how you can help

Delivering a Difficult Message Tips that may be helpful: Deliver the message honestly without placing blame. Advise what action will be taken (if appropriate). Advise realistic time frame (if necessary) for any action. Listen and offer Understanding without becoming defensive. Offer an apology (if necessary) for any inconvenience. Remind the caller of any responsibility they need to take. Thank the caller.

Balancing Your Time with the Caller’s Needs Your time is valuable! Caller’s time is valuable! Employ effective listening. Take accurate message (READ # back) Advise caller of action being taken. Thank caller for his/her time.

Concluding the Call Professionally Always thank the caller (by name) for the call. Remind the caller of what you promised (if appropriate). Remind the caller of any actions they are assuming. Remember that a clear message avoids unnecessary calls.

SUMMARY Be Prompt, Prepared, and Courteous Listen Effectively Offer Professional Assistance Diffuse Anger or Frustration Deliver the difficult message positively Balance your time with callers needs Conclude the call Professionally

Learn It – Use It! Name (3) techniques you’ve learned List (1) thing you will change immediately Share your best ‘phone skills’ advice Questions?

THANK YOU!