ON THE PHONE..........................ppt

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1. ON THE PHONE

2. 2
Key Topics
Your first impression
Your voice
Answer & close etiquette

3. 3
The Nature of Communication
Communication is an artand mastering
that art can be the key for building
stronger customer relationships.
Make a winning first impression and
maintain positive relationships!

4. 4
The lack of the ability to serve more people poorly
means losing customers -and profits.
Your telephone personality has a definite bearing on
your rating!
Just because you can't see the caller, it doesn't
mean you have the right to suspend the normal rules
of politeness
The Nature of Communication

5. 5
YOUR FIRST IMPRESSION

6. 6
Try to answer the phone on the SECOND
ring
Answer with a friendly greeting
Smile -it shows, even through the phone
Ask the caller their name, even if their name
is not necessary for the call, and use it!
Keep the phone two-finger widths from your
mouth

7. 7
Identify Yourself
When answering your own line you can
give department and name at the same
time and then your name; i.e., “
Nicky Rich Ltd., Can I help you?
Thank you for calling Nicky Rich Ltd.,
Susan’s speaking. How can I help you?

8. YOUR VOICE

9. 9
Talk with a Smile in Your Voice –
Be Courteous
Rapid speech suggests impatience; rapid
speech is difficult to follow in face-to-face
conversation, necessitates repetition in
telephone conversations. SLOW DOWN .
Slow speech, in contrast conveys an
impression of lethargy, forgetfulness, lack of
vitality.MAKE AN EFFORT TO QUICKEN THE
PACE.

10. 10
Talk with a Smile in Your Voice –
Be Courteouscont’
Be kind, polite, direct, enthusiastic, and speak with
a strongvoice.
Try to have little or no background noise,i.e. loud
radio.
Don’t be too familiar.
Do not yell or talk to others in the room while
youare onthe telephone.
Do not eat, drink, or chew gum while talking onthe
telephone.

11. 11
Close the Call Correctly
Make sure that the caller has no more
queries
Use “Goodbye, thank your for calling,” or
some other appropriate closing to indicate
the conversation is ended.
Let the caller put down the receiver first
so they don't feel you have cut them off.

12. 12
Gathering Information
1.SUMMARIZE the business at the close of the call.
2.Have a pencil in hand when you answerthat
ring. Be ready to write as well as listen.
3.Record telephone calls.
4.Have a pencil in hand when youplacea call.
Write down names, dates, times, place, and
items.

13. 13
Don’t give more than your
first name
Don’t get personal, even if
they do
Be prepared for rejection –
just apologize for bothering
them and graciously get off
the phone