weve got your number uf training and organizational development
TRANSCRIPT
We’ve Got Your Number
UF Training and Organizational Development
Welcome!Welcome!
Class Evaluations Class Evaluations
Cell PhonesCell Phones
RosterRoster
Break/Rest RoomsBreak/Rest Rooms
Fire AlarmFire Alarm
Questions!Questions!
Our Focus Today…
• Discuss the importance of strong telephone skills
• Review techniques for effective telephone communication– Speaking/Listening
• Identify common challenges and how to manage them
• Practice skills
Who Are Your Customers?
True or False?
• It really doesn’t matter how I treat my customers.
False
Customers leave because…• Move away• Competitiveness reasons• Dissatisfaction with product• Treated with indifference by a customer
service provider
True or False?
• If our customers don’t complain, it must mean that we are performing satisfactorily.
False
• 96% of unhappy customers don’t complain.
True or False?
• Once you’ve upset or disappointed a customer, it is a lost cause to try to correct the problem.
False
• 75 - 80% of customers will remain loyal if eventually satisfied
• Up to 90% will remain loyal if satisfied “on the spot”
• Also, one satisfied customer will tell at least 5 others
True or False?
• When you answer a call, and the customer really needs to resolve the issue with another department, it's not your responsibility to make sure the customer reaches someone who can help.
False
• Customers are relying on you to be their guide within our organization. They appreciate your customer service if you don't abandon them.
How Your Message Is Conveyed:
• Words used
• Tone of voice
• Body language
From a study conducted in 1971 by Albert Mehrabian and published in his book, Silent Messages
7%7%
38%38%
55%55%
Let’s take a look
4 Tips for Better Phone Communication– Smile
– Don’t Multi-task
– Beware of Dead Air
– Slow Down and Adapt
Video courtesy of Office Arrow®
Effective Speaking
• Vocal quality– Rate
– Volume
– Tone
• Be clear and concise• Smile!
Effective Listening
• Focus on the content• Visualize the caller• Limit distractions• Ask clarifying questions
Effective Listening
• Show empathy (no faking!)• Avoid
– Premature conclusions
– Planning your response
– Placing blame
– Defensiveness
• Listen for the Real Message
Do’s and Don’ts (Pick 2)
Do’s
• Keep an open mind• Listen attentively for
the total meaning• Ask the right questions
at the right time• Pay attention to both
content and delivery• Smile
Don’ts
• Make assumptions or prejudgment
• Interrupt with your thoughts or advice
• Multi-task
• Let your mind wander
• Forget to follow up
Keys to Great Telephone Service
Welcoming Callers
• Be ready to talk• Answer by the third ring• Use an appropriate greeting
Three Part Greeting
• Good morning/afternoon• Your department or college• Your first and last name
Screen All Calls the Same Way
• If available– “May I tell Mr. Johnson who is calling?”
• If unavailable– “Mr. Johnson is not able to get to the phone
at the moment. May I help you or if you prefer I can transfer you to his voicemail.”
When Transferring Calls
• Give a reason for the transfer– “Ms. Thomas is the expert on that subject;
would you like me to transfer you to her?”
• Offer critical information – Name
– Telephone number
When Transferring Calls
• Communicate relevant information to the recipient
• Warm vs. Cold• Avoid excuses
– “Sorry, I’m just a receptionist”
Can I Say it Better?
What One Thing Annoys Callers the Most?
When Placing Callers on Hold
When Placing Callers on Hold
• Ask permission—don’t assume• Be truthful• Check back every 2 minutes• If longer than two minutes
– Explain the delay
– Offer to take a message
– Offer to transfer to voicemail
Common Challenges
The Ego Trip – “I am better than you!”
• Don’t react to his/her ego– Instead offer options
• Appeal to his/her ego• Don’t talk policy
The Hysteric – “I want this done—NOW!”
• Let him/her vent• Demonstrate empathy• Take responsibility for solving the
problem
A Bad Mouth – “Listen, you #@%…”
• Ignore the language• Force the issue• Use selective agreement• Don’t take personally
English as a Second Language – “I don’t understand…”
• You should: – Be patient
– Avoid jargon
– Ask them to please speak more slowly
– Invite them to ask you to repeat yourself
– Show interest
– Summarize
– Volume
Four Phone Challenges
Telephone Features
True or False?
• The following exemplifies a good voicemail message– “Hi, this is Bob. I’m either on the phone or
away from my desk.”
– “Hi, this is Bob Johnson with Finance and Accounting. I’m either on the phone or away from my desk.”
Voicemail
• Callers appreciate– A warm friendly voice
– A first and last name
– Your department name
Voicemail
• Callers want to know– When you might return
– How often you check your messages
– How to get immediate assistance
Speaker Phone• Ask permission
– Identify other listeners
• Do not assume the caller is unaware• When conferencing
– Introduce colleagues
– Routinely identify speakers
• Ensure privacy– Speaker phones can be loud
Caller ID
• Electing not to answer does not remove your obligation
• Allow caller to identify themselves– Do not do it for them
Cellular Phone
• Respect the rights of others not to hear your conversation
• Confirm your department’s policy regarding usage
Warning!
• Even the best technology is a poor substitute for personal service– Website
• Strive to personally assist callers whenever possible
Telephone Service Checklist
Show courtesy during a wait time
1) Explaining why and requesting the customer's permission before putting him/her on hold?
2) Waiting for the customer's response?
3) Setting a "hold" time expectation and keeping the customer informed?
4) On return to the call, thanking the customer for holding?
Other helpful hints
5) Calling back when you promised
6) Answering the phone by the third ring
7) Providing access to someone in authority when necessary
8) Telling customers how long solving a problem will take
Other helpful hints
9) Showing the customer you appreciate his/her business
10) Giving progress reports if a problem can't be solved immediately
11) Screening all calls in a professional and consistent manner
Today We…
• Discussed the importance of strong telephone skills
• Reviewed techniques for effective telephone communication
• Identified common challenges – Learned how to manage them
We’ve Got Your Number
Thank You!