1. ENHANCING CUSTOMER SERVICE BY TELEPHONE
Oral Wise, MBA/MHA
Director, Ambulatory Services
WakeMed North Healthplex

2. OBJECTIVES Understand the importance of excellent telephone skills.
Identify 10 basic skills for telephone etiquette.
Discuss methods of coping with defensive customers over the telephone.
Review correct method for placing callers on hold and transferring a call.
Avoid use of forbidden phrases for telephone customers.

3. BENEFITS OF TOP-NOTCH TELEPHONE SKILLS
You create calm, comfortable, secure conditions for clients and their loved ones.
You help fellow employees maintain their productivity.
You contribute to building a positive image of your organization in the community-an image of compassion, caring, and efficiency.

4. MORE BENEFITS
You reduce the likelihood of dangerous or expensive mistakes.
You make quick responses to needs.
You feel pride in your professionalism and ability to handle the variety of telephone interactions routine in complex health care environments.

5. WHY IS CUSTOMER SERVICE SO IMPORTANT?
When customers are dissatisfied with service, they tell 20 relatives and friends.
When customers are satisfied, they tell only 5.
That means you have to satisfy 4 times as many people as you disappoint just to stay even in terms of public image.

6. PUT YOUR ORGANIZATION ON THE LINE
First impression of facility is from you.
Telephone is a customer service tool and a public relations vehicle.
Use first impression to make the right impression.

7. BASIC TELEPHONE TACTICS
Greeting-Smile and take a deep breath
Tone-Speak clearly and distinctly
“I’m sorry, but…”-Avoid saying this
Messages-Always write down
Transferring Calls-Do not say you have the wrong person
Closing-Leave a lasting impression

8. TELEPHONE CRITICAL POINTS
Understand caller’s point of view
Let people tell their stories
Listen
Speak the customer’s language
Say it with respect
Make caller feel important
Be prepared
Be honest with yourself
Know how to stop an interaction
Close the conversation cordially

9. ANSWERING THE TELEPHONE
Answer the call promptly
Answer using a pleasant, professional tone of voice
Identify your department and yourself
Offer to assist the caller
Have paper and pen ready
Concentrate only on the caller

10. BREAK THE ICE Answer promptly….
“Hertford County Public Health Authority. This is Elizabeth. How may I help you?”
“Good afternoon, Louisburg Health Department, Home Health Services. This is Phil. How can I assist you?”

11. FORBIDDEN PHRASES “You will have to…” “I do not know…”
“We can’t (or don’t do that…”
“Hang on a second, I’ll be right back…”
“No…”

12. PLACING CALLERS ON HOLD
Give caller opportunity to communicate before putting them on hold
Ask the caller to hold
Give caller option to hold or be called back
Explain reason for wait
Keep hold time to a maximum of 60 seconds
Thank caller for holding

13. HOLD THAT LINE… Being put on hold is annoying to callers
If you do put a caller on hold, ask for permission
Do not lay receiver down to find information due to caller being able to hear background noise
Never keep caller on hold more than 60 seconds without checking back with them

14. TRANSFERRING THE CALLER
Transfer only when necessary
Make sure call is transferred to right person, department, number
Wait to see if call gets connected
When possible, give the caller name & number of person to whom you are transferring in case of disconnect
Tell caller why you are transferring the call

15. HOW TO HANDLE THE ANGRY CALLER
Listening to person is most important
Let person know you will do everything you can to help correct situation
Impress on caller that you care
Acknowledge caller’s anger, but remain calm yourself
Give caller your name
Take notes on call
Don’t become defensive or make promises you cannot keep

16. HANDLING TELEPHONE COMPLAINTS
Don’t interrupt caller
Write down important details
Repeat the facts to caller
Be sympathetic
Maintain a pleasant tone
Tell caller what you intend to do with complaint
Apologize to caller

17. ASSESSMENT FOR HANDLING COMPLAINTS
How patiently did I listen to caller’s complaint?
How well did I acknowledge caller’s point of view?
Was I too quick to suggest a possible solution before I heard all of the details?
Did I offer helpful suggestions on solving the problem?
Did I reach resolution instead of leaving the customer hanging?

18. ASSESSMENT FOR HANDLING COMPLAINTS
Did I make sure caller understood what I would do to follow-up on complaint?
Did I follow-up as promised, in a timely fashion?
Did I sound genuine in my interaction with caller?
How could I have been even more effective?

19. YOU ARE THE FIRST IMPRESSION
YOUR voice
YOUR comments
YOUR attitude
YOUR ability to handle complaints
YOUR ability to leave caller with good first impression
YOUR empathy