phone handling and interpersonal skills
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Phone Handling and Phone Handling and Interpersonal SkillsInterpersonal Skills
Presented by: Debbie OltonPresented by: Debbie Olton
Interpersonal Skills . . .Interpersonal Skills . . .
refer to the mental and communicative refer to the mental and communicative methods used during social communications methods used during social communications and interactions to reach certain effects or and interactions to reach certain effects or results results
are used in business contexts to refer to the are used in business contexts to refer to the measure of a person’s ability to operate within measure of a person’s ability to operate within business organizations.business organizations.
http://http://en.wikipedia.org/wiki/Interpersonal_skillsen.wikipedia.org/wiki/Interpersonal_skills
Interpersonal Skills . . .Interpersonal Skills . . .
Participation and teamworkParticipation and teamwork
Contribution to unit moraleContribution to unit morale
Working cooperatively with the Working cooperatively with the public, peers and subordinates; public, peers and subordinates; andand
Accepting advice and Accepting advice and counseling from superiorscounseling from superiors
Annual Employee Reviews rate from a Annual Employee Reviews rate from a
““Needs Improvement” to “Outstanding” in the areas of:Needs Improvement” to “Outstanding” in the areas of:
Social SkillsSocial Skills
Greet in a positive and professional Greet in a positive and professional mannermanner
Allow caller to explain themselves fullyAllow caller to explain themselves fully
Respond to caller’s requests satisfactorilyRespond to caller’s requests satisfactorily
Advise the caller of what will happen nextAdvise the caller of what will happen next
Social SkillsSocial Skills
What is your What is your responsibility?responsibility?
You are to . . . .You are to . . . .
Guide and control the conversation to obtain the Guide and control the conversation to obtain the information needed to meet each customer’s needs.information needed to meet each customer’s needs.
Provide answers to the customer’s requests to the Provide answers to the customer’s requests to the best of your knowledge and skills.best of your knowledge and skills.
Communication SkillsCommunication Skills
Citizens are already anxious.Citizens are already anxious.
To ease the tension within the first 60 To ease the tension within the first 60 seconds . . . seconds . . .
Greet the caller in a friendly voiceGreet the caller in a friendly voice Speak clearly at a moderate Speak clearly at a moderate
speedspeed State your name and agencyState your name and agency Ask how you can provide Ask how you can provide
assistanceassistance
Verbal Communication - Starting A ConversationVerbal Communication - Starting A Conversation
Communication SkillsCommunication Skills
Verbal Communication – Ask Questions to:Verbal Communication – Ask Questions to:
Get or clarify information from the customerGet or clarify information from the customer Express interest in the customerExpress interest in the customer Aid customer to help themselvesAid customer to help themselves
A – AssessA – Assess S – StateS – State K – KnowK – Know
ListeningListening
Good listening can be learnedGood listening can be learned
It requires:It requires:
Your willingness to learnYour willingness to learn
Skills to help you listen more Skills to help you listen more effectively, andeffectively, and
Continual practiceContinual practice
Non Verbal CommunicationNon Verbal CommunicationWhat are some of the things that may hinder Listening? What are some of the things that may hinder Listening?
BarriersBarriers
Being a good listener means identifying and overcoming Being a good listener means identifying and overcoming barriersbarriers
Most barriers are derived from 3 sources:Most barriers are derived from 3 sources:
The environmentThe environmentThe customerThe customer
YouYou
Guiding Customer ConversationsGuiding Customer Conversations
Barriers to ListeningBarriers to Listening
Visual distractions that inhibit effective Visual distractions that inhibit effective concentration concentration
Tiredness Tiredness Customer speaking too fast or with an Customer speaking too fast or with an
accent (cultural diversity)accent (cultural diversity) Customer speaking too slowly or too muchCustomer speaking too slowly or too much Poor connection on the phonePoor connection on the phone Noisy workspaceNoisy workspace
Active ListeningActive ListeningHelpful TipsHelpful Tips
Demonstrate that the caller has your full Demonstrate that the caller has your full attentionattention
Let the customer speak without Let the customer speak without interruptioninterruption
Ask the speaker to repeat anything you Ask the speaker to repeat anything you did not understanddid not understand
A Way With WordsA Way With Words
Words customers don’t want to hear:Words customers don’t want to hear:
Can’t, Won’t, Impossible Can’t, Won’t, Impossible My computer is slow, down My computer is slow, down Humming or singingHumming or singing ChewingChewing Cell phone music or ringingCell phone music or ringing
Positive LanguagePositive Language
AKA Body LanguageAKA Body Language
is the art of using words is the art of using words and phrases to create a and phrases to create a positive image in the positive image in the customer’s mind. It . . .customer’s mind. It . . .
lets the customer know what you can do, not lets the customer know what you can do, not what you can’twhat you can’t
shows enthusiasm and sincerityshows enthusiasm and sincerity
reflects an attitude of true service and reflects an attitude of true service and reinforces your commitment to doing your bestreinforces your commitment to doing your best
Phone ConversationsPhone ConversationsAs a Customer, which of the following As a Customer, which of the following
statements would you prefer to hear?statements would you prefer to hear?
““Our computers are slow/down, and I can’t get the information Our computers are slow/down, and I can’t get the information for you right now. Can you call back tomorrow?”for you right now. Can you call back tomorrow?”
““Sir, I need to place you on hold while I research the Sir, I need to place you on hold while I research the information, is that ok?”information, is that ok?”
Upon returning to caller, thank them for Upon returning to caller, thank them for being patient.being patient.
Your attitude is reflected not only in your Your attitude is reflected not only in your voice, but also in the steps you take to voice, but also in the steps you take to relate to your customers. relate to your customers.
Ending ConversationsEnding ConversationsWithout an effective ending customers might:Without an effective ending customers might:
Be confused about what will happen Be confused about what will happen nextnext
Miss an important detail that just Miss an important detail that just didn’t come up in the conversationdidn’t come up in the conversation
Hesitate to take further actionHesitate to take further action Not feel that your agency has any Not feel that your agency has any
interest in theminterest in them Waste time contacting another agent Waste time contacting another agent
and have the same conversationand have the same conversation
Helpful RemindersHelpful Reminders
Put Yourself in Caller’s ShoesPut Yourself in Caller’s Shoes
ListenListen
RepeatRepeat
ApologizeApologize
AcknowledgeAcknowledge
ExplainExplain
ThankThank