Techniques for Effective Telephone Use

Tips for Effective Telephone Use

You may be the first person a caller talks with, so it is important to represent the company well!

Every call is an opportunity to enhance customer relations, your image, and the image of your company.

Leave your emotions at the door

Smile!

More Tips . . . Answer before the third ring Use a greeting (buffer, company

& your name) Good tone—your attitude or

manner of expression Show enthusiasm! Pitch—variation of tone (no

monotone!) Rate—a speed that the

customer can understand

And More Tips . . . Remember to be helpful Be courteous and polite Don’t give out too much information

No gum or food No slang (use good grammar) Enunciate and pronunciate

clearly Keep pen and notepad nearby

More . . . Position phone on the opposite side of your

writing hand

Know your equipment Ask before placing on hold Never leave customer on hold more than

30 seconds› Thank you for holding . . .

› My apologies for the wait . . .

Ending . . . Monogram the call Blind vs. announced transfer

Remember--

. . . you are the link between the company and the customer!