2. Feature Presentation ‘Above & Beyond’ Telephone Service Action Lights Camera

3. Cast Members Featured: SGMC’s Professional Employees

4. Our Star Performer: YOU Are !

5. Powerful First Impressions Our Audience Remembers… Words Tone 16% 84%

6. Inflection… What You Think and Feel Monotone & flat voice Slow speed & pitch High pitch & emphatic Abrupt speed & loud Bored… No interest Leave me alone! ENTHUSIASM! Disgusted/closed minded

7. The Power of a Name Listen to callers…they will tell you how to address them (Dr., Mr., Mrs. Or First Name) When in doubt, address female callers as - Ms. rather than Miss or Mrs. Ask permission to use his/or her first name - Good manners are always in style!

8. Principle Incoming Call Errors Bureaucratic Bounce The Unanswered Phone The Dreaded Hold Cliff Hangers Missed Messages

9. The Receptionist Greeting: 4-Parts Greeting “Good Morning or Afternoon” Identify SGMC Give your first name Ask..how you can help

10. Receptionist Greeting “Good Morning, South Georgia Medical Center. This is Joyce. How may I help you?” SMILE

11. Answering for Your Department Inside Call: 3-Parts 1. Identify the name of your department 2. State your first name 3. Ask…how you can help

12. Answering for a Department Outside Call: 5-Parts 1.Greeting “Good Morning or Afternoon” 2.Identify organization “SGMC” 3.Identify department 4.State your first name 5.Ask…how you can help

13. Answering Your Direct Line 3-Parts 1.Greeting: “Good Morning/Afternoon” 2.State your first name: “This is ________.” 3.Ask…how to help “How may I help you?”

14. How to Place A Customer on Hold Ask Permission “May I place you on hold, please?” “Will you hold please?” Give Options Offer to take a message Offer to have someone to call them back Volunteer to be of assistance

15. How to Place A Customer on Hold Wait for a response…then say “Thank You” before clicking Tell the caller ‘why’ they are being placed on hold Give a time frame Thank the caller for holding after returning to the line

16. Transferring A Call Explain ‘why’ the caller is being transferred Ask the caller if he/she minds being transferred Make sure someone is there to pick up the call before you hang up Tell the person to whom you are transferring the call, the caller’s name and the nature of the call

17. Ending the Call Repeat any action steps you are going to take…seek understanding and clarification Ask the caller if you can do anything else for them Assure the caller they can call anytime or thank them if they have brought something to your attention Let the caller hang up first Write down all pertinent information immediately

18. Voice Mail Tips Be brief and to-the-point Always give callers a ‘back-up’ name/ extension If you are at your desk, answer the phone vs. allowing the call to go in to voice mail Return all voice mail messages within 24 hours Change your voice mail message if you are going to be unavailable for more than one day

19. E-Mail Tips Respond Promptly Write a Clear Subject Header Get to the Point Quote Earlier Messages in Your Replies Be Professional

20. You are now SGMC’s Star! Any Questions?

21. Production Credits: South Georgia Medical Center CustomerCare Team Telephone Manners Subcommittee