1. The World of Customer Service, 2e Odgers 1 Chapter 11 Chapter 11 Effective Telephone Communication Objectives Detail the essential customer service skills needed when communicating over the phone Understand the purpose of voicemail and how to leave a customer-friendly message Learn how to evaluate the quality and delivery of your voice, especially when speaking on the phone Distinguish between outbound and inbound telemarketing

2. The World of Customer Service, 2e Odgers 2 Chapter 11 Answering the Telephone Telephone greetings help form first impressions with customers Key elements of a telephone greeting The department or company name, your name, and an offer of assistance Example: “Customer service, this is Melissa. How may I help you?”

3. The World of Customer Service, 2e Odgers 3 Chapter 11 Answering the Telephone The Basic Process Stay close to the phone Be friendly and pleasant Do not use technical language or abbreviations Always remain courteous, even if the caller is not Have paper and pencil handy to take notes Bring closure to the call

4. The World of Customer Service, 2e Odgers 4 Chapter 11 Transferring Calls Strategies to use State what you can do, not what you cannot do Avoid using the word “transfer” Pass along customer information Stay on the line Don’t guess who to transfer a call to Do transfer the customer, if that is his or her preference

5. The World of Customer Service, 2e Odgers 5 Chapter 11 Reminders When Placing Callers on Hold Tell the caller why you would like to put him or her on hold, and ask for permission to do so Keep callers on hold no longer than 45 seconds Thank the customer for holding Offer to call the customer back instead of putting him or her on hold Check back frequently

6. The World of Customer Service, 2e Odgers 6 Chapter 11 Handling Irate Callers Surveys show that almost 75% of people who complain will do business with the same company in the future if the problem is resolved quickly and to the customer’s satisfaction.

7. The World of Customer Service, 2e Odgers 7 Chapter 11 Voicemail–Outgoing Greeting and Leaving a Message Recording an outgoing greeting State your name and title and give reasons you cannot answer the phone at this time Request key information from the caller Remember to return calls promptly Leaving a voicemail message State your name, date/time, company name and why you are calling Say what you would like the recipient to do Give reasons for the request Say, “Thank you.” Finish with providing your phone number clearly stated

8. The World of Customer Service, 2e Odgers 8 Chapter 11 Voice Qualities While Speaking on the Phone General guidelines for using your voice Use a steady, moderate rate of speech Never allow your voice to become overly loud or shrill Keep a smile in your voice Increase the energy in your voice

9. The World of Customer Service, 2e Odgers 9 Chapter 11 Delivery Techniques While on the Phone Customers are impressed when a CSR demonstrates Friendliness and interest in them Proficiency in handling the caller’s request without much delay Intelligence about product and service features, functions, and benefits to the customer

10. The World of Customer Service, 2e Odgers 10 Chapter 11 Understanding Telemarketing Activities Outbound telemarketing A direct marketing technique used by many organizations because of rising postage rates and decreasing long-distance phone charges Inbound telemarketing Used by companies to take orders, generate leads, and provide customer service