电话服务礼仪

服务礼仪Objectives:AttheendoftheWorkshop,theparticipantswillbeableto:UseeffectivecallgreetingsasacallerandreceiverProjectDelMar’simageinapositivemannerPracticegoodtelephonetechniquesandtelephonemannersUseappropriatelanguageduringtelephoneconversationsSpeakwithaneffectivetelephonevoiceUseaneffectiveapproachtohandlespecialtelephonetaskslikecalltransfers,takingmessages,callbacks,holds,interruptions,andunintentionaldisconnectsManageDifficultCallsLearntomanagestresslevelsduringcalls2KeyTopics

YourfirstimpressionYourvoiceTipsandpreparingmentallyAnswer&closeetiquetteFrustrationsforcallersCopingwithdifficultpeople3YOURFIRSTIMPRESSION4ImportantFirstImpressionsContrarytopopularbelief,treatingothersasyouwanttobetreatedreallyisn’tthebestpracticewhenitcomestocommunicationstyles,becauseitassumesthateveryoneisjustlikeYOU.Communicationisanartandmasteringthatartcanbethekeyforbuildingstrongercustomerrelationships.5AnswerPromptlyAnswerbeforethethirdringifatallpossible.Ifyou’retalkingonanotherlineortoapersonatyourdesk,excuseyourself,answerthephone,permitthecallertostatehis/herpurpose,thentellhim/heryouareonanotherlineandaskhim/herifhe/shecanwaitforaminute,oraskifthey’dliketoleaveamessage.6TalkwithaSmileinYourVoice–

BeCourteousRapidspeechsuggestsimpatience;rapidspeechisdifficulttofollowinface-to-faceconversation,necessitatesrepetitionintelephoneconversations.SLOWDOWN.Slowspeech,incontrastconveysanimpressionoflethargy,forgetfulness,lackofvitality.

MAKEANEFFORTTOQUICKENTHEPACE.

7ClosetheCallCorrectly

Whentheconversationiscompleted,whatdoyoudo?MakesurethatthecallerhasnomorequeriesUse“Goodbye,thankyourforcalling,”orsomeotherappropriateclosingtoindicatetheconversationisended.Letthecallerputdownthereceiverfirstsotheydon'tfeelyouhavecutthemoff.

8TransferCallsQuickly

andCorrectly.Correcttransferofacallrequirestheonewhoanswersthetelephonetogetadequateinformationforcorrectreferral.Whenacallmustbetransferred,themostdesirableprocedureistotellthecallertowhomhe/shewillbetransferred,“I’llgiveyouMsBrown;shehandlesthosematters;justamoment,please.”Besureyouaretransferringthecallertotheproperpersonordepartment.9ConversationTechniques

(1)DevelopmentofCONFIDENCEinhandlingevendifficulttelephonecalls;(2)therecordingofimportantpointsofacall;and(3)theuseofgoodcommunicationpatterns.Assumeandkeeptheinitiativeinconversations.Whenyouanswer-Yourresponse,won’tstopat,“No,he/sheisn’there.”Itwillextendto:

“He/sheisn’there.” “MayIhelpyou?”or“MayIhavehim/hercallyou?”or “MsBrownisoutof “ShallItakeamessage?” theoffice.” or“PerhapsMr./MsXcanhelpyou.”or“Cansomeoneelsehelpyou?”10WhatYouMean:TelltheCaller:"He/Sheisout.""He/Sheisnotintheofficeatthemoment.Wouldyouliketoleaveamessageonhis/hervoicemail?""Idon'tknowwherehe/sheis.""He/Shehassteppedoutoftheoffice.Wouldyouliketoleaveamessageonhis/hervoicemail?""He/Sheisinthemen's/ladiesroom.""He/Shehassteppedoutoftheoffice.Wouldyouliketoleaveamessageonhis/hervoicemail?""He/Shehasn'tcomeinyet.""Iexpecthim/hershortly.Wouldyouliketoleaveamessageonhis/hervoicemail?""She/Hetookthedayoff.""She/Heisoutoftheofficefortheday.Cansomeoneelsehelpyouorwouldyoulikeher/hisvoicemail?""He/Shedoesn'twanttobedisturbed.""He/Sheisunavailableatthemoment.Wouldyouliketoleaveamessageonhis/hervoicemail?""Sheisbusy""Sheisunavailableatthemoment.Wouldyouliketoleaveamessageonhis/hervoicemail?"ConversationTechniquesAcceptableResponses11ConversationTechniques

EndingtheCallHelpyourcallercometoaclosewithahintthatyourconversationhascometoanend.Whenyouarelistening: Keeptheinitiativehere,too.Whetheryouarewaitingforthatbreakintheconversation,orwhetheryouarelisteningtoyourconversationpartner’scompletestory.

12ConversationTechniques

EndingProlongedCalls

Whenyouwishtoendaprolongedconversation:Theacceptedruleaccordsthecallertheprerogativeofclosingaconversation.Ifyouhaveplacedthecall: Evenifyourpartnerintheconversationseemsreluctanttoclosethecontact,itisyourprivilegetoendthetangentuponwhichtheconversationhasbecomelaunchedbyapolite,“Well,then,wewilltakecareofthatmatter,”or “Thankyouforyourinformation,”orwhateverappropriatelyreferstotheoriginalpurposeofyourcall—andthenyour

polite“goodbye.”Ifyouhavereceivedthecall: Thetoneofvoicewhichconveysakindlyself-assuranceisthekeytomakingthiscommentturnthetrick:“I’veenjoyedtalkingwithyou.IwishIhadmoretimetodiscussthismatterwithyou.Thankyouforcalling.13VoiceMail

Do:

Makesureyourmessageispolite,direct,andbusinesslike.Makesureyourmessagecanbeunderstoodclearly.

ReturntelephonecallspromptlyDoNot:Makecrudecommentsormentionsocialreferences

inyour

message(i.e.I’munabletoanswermyphonebecauseI’mout

partying).Havemusicplayinginthebackground.Usemultiplepeoplewhenrecordingthegreeting.Voicemailhasmanybenefitsandadvantageswhenusedproperly.However,youshouldnothidebehindvoicemail.14VoicemailGreetingBesuretorecordyourownpersonalgreeting;don'tusethestandarddefaultgreetingorhaveanotherpersonrecordyourgreeting.Writedownwhatyouwanttosayinyourgreetingandpracticesayingitafewtimesbeforerecording.Includeinyourgreetingyournameanddepartmentsothatpeopleknowtheyhavereachedthecorrectperson.Yourregulargreetingshouldincludeyournormalworkhours.Usetheattendantfeatureifavailable!Thisfeatureallowsthecallertoreachanotherpersoninyourdepartmentfromyourvoicemail.15LeavingaVoicemailMessageforAnotherPersonWhenyouhavetoleaveamessageforsomeonetoreturnyour

telephonecall,trytohavethecorrectpronunciationoftheirname

andmakesureyoustatethefollowingclearly:

Speakclearlyandslowly.Besuretoleaveyournameandextensionnumber.It'sbesttosayitatthebeginningandendofyourmessage.Keepmessagesshortandtothepoint.Rememberthatyouwanttoleavethepersonyouarecallingwithagoodimpressionofyou.Leavethedateandtimeyoucalledinthemessage.Letthepersonknowthebesttimetocallyouback.Coveronetopicinonemessage;specifywhatyouwanttherecipienttodo.

16MoreEtiquetteTips

17ProceedCautiouslyChoosetherightwordorphrasetosendthebestmessage.Learnhowtosay"no"inapositivemannerbysubtracting"Not"Wordsandnegativephrasingfromyourcommunication.Theendresult:callerswhounderstandandacceptyourinformationmorequickly.18DealingWithDifficultCallersWhatyoushoulddois:ListenwithoutinterruptingGatherthefactsandmakeanoteofthemTaketheirdetailssoyoucangetbacktothemSympathizewiththemandoffertoactasfastasyoucanApologizeifyouhavemadethemistakeStaycalmeventhoughthecallerisangryandpossiblyabusive.1916WordsandPhrasesThatKeepStudentsCool

Hello! I'msorrytokeepyou waiting.

Goodmorning! Thankyouforwaiting.

Please. Itwasnicetalkingwith you.

Thankyou. IsthereanythingelseI candoforyou?

I'mverysorry. Thankyouforcomingin (orcalling).

Excuseme. It'sbeenapleasureto serveyou.

You'rewelcome. I'dbehappytodothatfor you.

MayIhelpyou? Weappreciateyour business.20AreYouSureYou'reUnderstood?

Checkyourpresentation.Speakdistinctlyatamoderatepace,withenoughvolumetobeheardclearly.Staywithyourcaller.Don'tgiveimportantinformationwhenthecallerdoesn'tappeartobelistening.Useeverydaylanguage.Whenyoumustuseatermcallersmaynotunderstand,explainit.Repeat,orspellout,information.Askforfeedback.Encouragequestions.21WhatToDoWhen

YouMakeaMistake

Youcanrecoverfromblundersandbeawinner.Here'show:Makethingsright.Yourfirstresponsibilityistocorrectthemistake.Apologize.Whenyoumakeamistake,you'llusuallygainstaturebyapologizinginadirectway.Letthematterrest.Oneapologysuffices.Learnmoreaboutoperations.Ifyouhavetotrackdownagoof,usetheoccasiontolearnmoreabouttheintricaciesofyourdepartmentorcusoperations.Askifyoucandosomethingelse.Afterresolvingyourmistake,askifyoucanhelpinanyotherway.Letothersknowyou'velearnedsomething.Assurethoseaffectedbyyourerrorthatitwon'thappenagain.Keeprecords.Keeparecordoferrorsmade,thecauses,andtheirsolutions.Reviewthelistofmistakestopreventtheirrecurrence.2211MostFrequentCallerComplaintsCont’3."Thelineisbusyforhoursitseems."

Trytokeepcallsshort.4."Theyareveryrudeandgetoffensivewhenaskedtheirfullnameorsometimesjustwon'tgiveit."

Trytostaypleasant.5."Theyletmetalkonandononlytorealizethatthey'renotthepersonIshouldbetalkingto."

Politelyinterruptthecallerifyouareunabletohelpthem.2311MostFrequentCallerComplaintsCont’6."IfIcallthewrongdepartmentforhelp,theyd