Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–18–1 Chapter 8 Customer service: On the telephone
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–28–2 Operating telephones Different systems No switchboard operator Uniform procedures Manufacturer’s guide
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–38–3 Touchphone telephone system Figure 8.3 Keystation diagram and description of the function keys
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–48–4 Mobile phones Linked to computers Text messages Contacts Calendar Alarm, stopwatch Phone book
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–58–5 New mobile phones Figure 8.1New generation mobile phones and car phone
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–68–6 Incoming calls Do you really know how to use the telephone? Operate effectively Structure of the organisation Products and services Personnel numbers and locations
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–78–7 Answering promptly First ring Before the third ring Inefficiency Prospective customers
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–88–8 Identify yourself Greet the caller warmly Sound cheerful Speak clearly Hold the mouthpiece close Use good diction Speak slowly
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–98–9 Adopt a helpful attitude Give every assistance Transfer if necessary Call back
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–10 Screening calls On hold Consult the person called Many reasons Not your concern
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–11 Using business ethics Some information should not be disclosed to outsiders Personal information Details of new products Financial details Forgotten appointment Personal calls
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–12 Transferring calls correctly Ask caller to hold the line Speak to the extension Not too long Keep returning Put the caller through
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–13 Caller requirements Establish these quickly To whom and what Effective listening Write everything down
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–14 Clarifying an enquiry Spell out names Group parts of phone numbers Open questions Closed questions
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–15 Write everything down Ask for the name immediately Telephone number, address Use the caller’s name Establish purpose Main points Repeat to caller
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–16 Non-verbal communication Avoid Sounding irritable Dismissing Giving the run- around Making them wait Using slang Background conversation Do Sound positive Smile Show interest Try to help Listen well Empathise Know who is responsible
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–17 Difficult customers Anger is not personal Remain calm Make notes Sound cheerful Empathise
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–18 Solving problems Agree to a course of action Follow that course Remain unemotional Follow up the actions
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–19 Taking messages Keep a message pad nearby Record date and time Caller’s name and organisation Caller’s full phone number Details of message Record your name
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–20 Electronic message systems Direct-access paging Personalised answering services Voice mail Voice messaging
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–21 Answering machines You should learn how to: Install the tapes Record announcements Screen incoming calls Record messages
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–22 Various answering machines Figure 8.4 Various types of answering machines
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–23 Outgoing calls Less time-consuming Message received instantly More personal No formal record
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–24 Sources of phone numbers Internal directory mail box Electronic phone book Telstra white pages Telstra yellow pages
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–25 Leaving messages Before you call checklist Organisation name and number Person’s name Content Necessary documents
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 8–26 Leaving the message Name of person Your details Clear message Urgent? Read back