1. Feature Presentation... “Telephone Manners” Matter

2. Cast Members Featured: Diabetes Center Team

3. Our Star Performer: YOU ARE!

4. Shut Up Phone! I’ve had all the fun I can for one day! If the phone rings one more time I’m going to toss it out the window!

5. Powerful First Impressions Our Audience Remembers… Words Tone

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. When On the Phone  Act-as-if the customer is sitting before you, face-to-face.  Greatest barriers to effective phone communication are attention diverters, yours not the customers.  50% of your customer’s state of mind is revealed to you by pitch, tone, speed and volume of their voice.

9. Ask questions to obtain additional information: Open questions require an explanation or discussion to be answered. You can obtain more facts about the customer’s needs and their situation. Open questions usually begin with the words: Who, What, When, Where, Why, How. Closed questions are answered with a “yes” or “no.” Use this type of question to “verify facts” when time is a critical factor: Closed questions begin with verbs such as: Did, Can Have, Is or Will.

10. Providing Information and Assistance: Own the call – assist the caller by taking initiative and offering information or assistance that may be useful to the caller: –“I can assist you with that.” –“I’m unable to assist you, however, the Medical Records Department can answer your questions. I’ll transfer you; however, in case we are disconnected, their extension number is: 4975. Thank you for calling.

11. If the request is not in your area of expertise, determine who can best assist the caller: “I’ll check to see who can best assist you with this request. Do you mind holding for a moment.” “Sir/Ma’am, thank you for holding. I’ll transfer you to one of our Educators who can help you.”

12. The Receptionist Greeting: 4-Parts Greeting “Good Morning or Afternoon” Diabetes Management Center Give your first name Ask: How you can help

13. Receptionist Greeting “Good Morning, Diabetes Management Center This is Sacha or Lauren. How may I help you?”

14. Answering for a Department Inside Call: 3-Parts 1.Identify the name of your department. 2. State your first name Clinical staff: state title. 3. Ask…how you can help.

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

16. 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?”

17. Startling Statistic The average business person spends twenty-seven hours on hold each year. Source: Communication Briefings

18. 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.

19. 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.

20. 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.

21. 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. Allow the caller hang up first. Write down all pertinent information immediately.

22. Positive Closure Questions Is there anything else I can do for you? or Have I answered all your questions today?

23. Voice Mail Tips Know your system or seek out assistance Be brief and to-the-point. Always give callers a ‘back-up’ name/ extension. 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.

24. Telephone Time Equals Your Customer’s Time + Diabetes Management Time + Your Time...Don’t Waste It!

25. Can you Judge A Book By It’s Cover? We are judged by people through what we say, how we say it, our body language, facial expressions, our tone of voice, and the way we answer the phone. SGMC is judged by the way your telephone is answered. First Impressions can never be recreated!

26. To The Caller...You Are “Diabetes Management Center”

27. Production Credits: South Georgia Medical Center CustomerCare Team