电话营销礼仪培训英文版gph.pptx

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1、1Telephone EtiquetteFacilitatorMaeMartin2Objectives:AttheendoftheWorkshop,theparticipantswillbeableto:UseeffectivecallgreetingsasacallerandreceiverProjectDelMarsimageinapositivemannerPracticegoodtelephonetechniquesandtelephonemannersUseappropriatelanguageduringtelephoneconversationsSpeakwithaneffect

2、ivetelephonevoiceUseaneffectiveapproachtohandlespecialtelephonetaskslikecalltransfers,takingmessages,callbacks,holds,interruptions,andunintentionaldisconnectsManageDifficultCallsLearntomanagestresslevelsduringcalls3Key TopicsYourfirstimpressionYourvoiceTipsandpreparingmentallyAnswer&closeetiquetteFr

3、ustrationsforcallersCopingwithdifficultpeople4YOUR FIRST IMPRESSION5Etiquette Essentials From Start to FinishLearnthebestgreeting tomakeapositivefirstimpressionandwhatittakestoadvancethatfirstimpressionintoapositivelastingimpression.Takingcontrol of the call,placingcallson hold andtransferringcallsa

4、rethreeseeminglysimpletasksthatarereallymajordangerzones.Learnhowtohandlethesedelicatesituationswithphoneskillsetiquetteinawaythatmakestheinteractionaspleasantaspossibleforthecaller.Youarentoutofthewoodsyet!Evenifthecallismanagedskillfully,allthehardworkcanbequicklyerasedifthecallisntclosedefficient

5、lyandpositively.Wellexaminesubtleandnot-so-subtlehabitsthatcandamagerelationshipswithcallers,andthenwellconcludethissessionwithskillsforwrapping up the call thatwillleaveyourcallersmiling.Theproperwaytoanswerthetelephoneishoweveryourdepartmentwantsyouto.Whateveryourverbiage,answerinsuchawaytheperson

6、ontheotherendwillnotdrawaconclusionthatthepersonwhoanswerediscoldandaloof,andhesitatestocommunicatereadily.6Todaystechnologyallowsyoutohandlemorecustomerservicecallsthaneverbefore.Butwhentelephonepersonnellackcallmanagementskills,theonlythingyougetfromallthattechnologyistheabilitytoservemorepeoplepo

7、orly.Thatmeanslosingcustomers-andprofits.YourtelephonepersonalityhasadefinitebearingonyourratingwithDelMar!BasicTelephoneTechniques7Important First ImpressionsContrarytopopularbelief,treatingothersasyouwanttobetreatedreallyisntthebestpracticewhenitcomestocommunicationstyles,becauseitassumesthatevery

8、oneisjustlikeYOU.Communicationisanartandmasteringthatartcanbethekeyforbuildingstronger customerrelationships.8Sound/Look familiar?You can become confident that you aredoing this part of yourwork correctly if youwill practice the proper techniques.9Answer PromptlyAnswerbeforethethirdringifatallpossib

9、le.Ifyouretalkingonanotherlineortoapersonatyourdesk,excuseyourself,answerthephone,permitthecallertostatehis/herpurpose,thentellhim/heryouareonanotherlineandaskhim/herifhe/shecanwaitforaminute,oraskiftheydliketoleaveamessage.10Identify YourselfWhatshouldyousaywhenyouanswerthephone?Suggestion:Whenansw

10、eringsomeoneselsesline,givethenameofthecompanyandyourname.Whenansweringyourownlineyoucangivedepartmentandnameatthesametimeandthenyourname;i.e.,“DelMarCollegeCenterforBusiness,SallyMaespeaking”.11YOUR VOICE12Talk with a Smile in Your Voice Be CourteousRapidspeechsuggestsimpatience;rapidspeechisdiffic

11、ulttofollowinface-to-faceconversation,necessitatesrepetitionintelephoneconversations.SLOW DOWN.Slowspeech,incontrastconveysanimpressionoflethargy,forgetfulness,lackofvitality.MAKE AN EFFORT TO QUICKEN THE PACE.13Talk with a Smile in Your Voice Be Courteous contBekind,polite,direct,enthusiastic,andsp

12、eakwithastrongvoice.Trytohavelittleornobackgroundnoise,i.e.loudradio.Dontbetoofamiliar.Donotyellortalktoothersintheroomwhileyouareonthetelephone.Donoteat,drink,orchewgumwhiletalkingonthetelephone.Alwayshavepaperandpenbythetelephone.Whenansweringthetelephoneandthecallerdidnothearyourintroductionandsa

13、ys,“Is_in?”DONOTrespondwith:“Yes.”Thisisconfusingtothecaller.Instead,answerbysaying,“Thisishe/she”or“Speaking.”14Close the Call CorrectlyWhentheconversationiscompleted,whatdoyoudo?MakesurethatthecallerhasnomorequeriesUse“Goodbye,thankyourforcalling,”orsomeotherappropriateclosingtoindicatetheconversa

14、tionisended.Letthecallerputdownthereceiverfirstsotheydontfeelyouhavecutthemoff.15Transfer Calls Quickly and Correctly.Correcttransferofacallrequirestheonewhoanswersthetelephonetogetadequateinformationforcorrectreferral.Whenacallmustbetransferred,themostdesirableprocedureistotellthecallertowhomhe/she

15、willbetransferred,“IllgiveyouMsBrown;shehandlesthosematters;justamoment,please.”Besureyouaretransferringthecallertotheproperpersonordepartment.16Handle the Instrument CorrectlyDonotholdtheinstrumentwiththemouthpiececuppedinthehand.Holdtheinstrumentbythe“handle.”Donotputthereceiveronitssideonthedesk.

16、Mufflethemicrophonewiththepalmofthehand,notthefingertips,ifyouneedtomakeanyvocalasideduringtheconversation.17Conversation Techniques(1)DevelopmentofCONFIDENCEinhandlingevendifficulttelephonecalls;(2)therecordingofimportantpointsofacall;and(3)theuseofgoodcommunicationpatterns.Assumeandkeeptheinitiati

17、veinconversations.Whenyouanswer-Yourresponse,wontstopat,“No,he/sheisnthere.”Itwillextendto:“He/sheisnthere.”“MayIhelpyou?”or“MayIhavehim/hercallyou?”or“MsBrownisoutof“ShallItakeamessage?”theoffice.”or“PerhapsMr./MsXcanhelpyou.”or“Cansomeoneelsehelpyou?”18What You Mean:Tell the Caller:He/She is out.H

18、e/She is not in the office at the moment.Would you like to leave a message on his/her voicemail?I dont know where he/she is.He/She has stepped out of the office.Would you like to leave a message on his/her voicemail?He/She is in the mens/ladies room.He/She has stepped out of the office.Would you lik

19、e to leave a message on his/her voicemail?He/She hasnt come in yet.I expect him/her shortly.Would you like to leave a message on his/her voicemail?She/He took the day off.She/He is out of the office for the day.Can someone else help you or would you like her/his voicemail?He/She doesnt want to be di

20、sturbed.He/She is unavailable at the moment.Would you like to leave a message on his/her voicemail?She is busyShe is unavailable at the moment.Would you like to leave a message on his/her voicemail?Conversation TechniquesAcceptable Responses19Conversation TechniquesAcceptable Responses ContToanswer,

21、lamely,acallersquestionwith,“No,Idontknow,”suggestswhat?Buttosay,“No,ImsorryIdontknow,but.“Mr./MsXmayhaveananswerforthatproblem.ShallItransferyoutohim/her.or“Ifyouwouldliketoholdforaminute,IllgetMr./MsXtoseeiftheyhaveananswerforyou.”Thesecommentsatleastsuggesttothecallerthatyouareinterestedintryingt

22、ohelp.Doyouwantthenameofthecaller?Thentry:“MayItellhim/herwhocalled?”“ImsureMr./MsXwouldliketoknowwhohascalled.”“Whenhe/shereturns,mayItellhim/herwhocalled?”20Conversation TechniquesWhen Leaving the LineWhenyouneedtoleavethelineduringaconversation:Sayhowlongitwilltake,andthen:Askyourcallerifhe/shewi

23、llholdtheline,orifhe/shewouldpreferthatyoutakeamessage.“Checkin”withyourcallerifyouhavetobeawayfromthelineformorethanaminute,with“Itwilltakemeafewminutesmoretofindthatinformation;doyouwishtowaitorshallIcallyouback?”Avoidsaying,“Justamoment,”thenleavingtheline.Yourcallermayprefertoreceivethatinformat

24、ionlaterthantowaitoutthetimeofyoursearch!GettheCustomersattention.Topickupthetelephoneandcontinuewith,“its361-698-1116,”willinvariablybringa“whatwasthat?”So.Thankhim/herforwaitingorapologizefortakingmoretimethanyouhadanticipatedwouldbenecessary.Nowthatyouhavehis/herattentionagain,givehim/hertheinfor

25、mation.21Conversation TechniquesEnding the Call1.Helpyourcallercometoaclosewithahintthatyourconversationhascometoanend.2.Whenyouarelistening:Keeptheinitiativehere,too.Whetheryouarewaitingforthatbreakintheconversation,orwhetheryouarelisteningtoyourconversationpartnerscompletestory.22Conversation Tech

26、niquesClosing the CallWhenyouareclosing:1.Ifyouinitiatedthecall,reviewtheinformationdetails.Whateverthebusinessmayhavebeen.Besurethatthedetailsyouhavewrittendownarecorrect.2.Ifyouhavereceivedthecall,repeattoyourcallerthebusinessofthecall.Makecertainthatyourcallerhasunderstoodcorrectlywhatyouhavetold

27、them.23Conversation TechniquesEnding Prolonged CallsA.When you wish to end a prolonged conversation:Theacceptedruleaccordsthecallertheprerogativeofclosingaconversation.B.If you have placed the call:Evenifyourpartnerintheconversationseemsreluctanttoclosethecontact,itisyourprivilegetoendthetangentupon

28、whichtheconversationhasbecomelaunchedbyapolite,“Well,then,wewilltakecareofthatmatter,”or“Thankyouforyourinformation,”orwhateverappropriatelyreferstotheoriginalpurposeofyourcallandthenyourpolite“goodbye.”C.If you have received the call:Thetoneofvoicewhichconveysakindlyself-assuranceisthekeytomakingth

29、iscommentturnthetrick:“Iveenjoyedtalkingwithyou.IwishIhadmoretimetodiscussthismatterwithyou.Thankyouforcalling.24Conversation TechniquesGathering Information1.SUMMARIZEthebusinessatthecloseofthecall.2.Haveapencilinhandwhenyou answerthatring.Bereadytowriteaswellaslisten.3.Recordtelephonecalls.4.Havea

30、pencilinhandwhenyouplaceacall.Writedownnames,dates,times,place,anditems.Suggestions:Useyournotesforlettersormemosconfirmingconversations.25Avoid Verbal Barriers to CommunicationWeknowthatpeopleresistbeingtoldthey“have”todoanything!Hereareafewexpressionstoreflectupon:NOT THISBUT THISAre you indiffere

31、nt?“Holdon.”“DoyoumindwaitingwhileIcheckthatforyou?”“Youllhavetocheckwith“Mr.Xishandlingthatmatter.Mr.X.MayIhavehimgetintouchwithyou?”Are you arbitrary?“Youhaveto.“WillyoupleaseaskMr.Jones“Youneedto.tocallMr.B?”Are you tactless?“Whoscalling?”“MayItellherwhoscalling,“Whatisyourname?”please?”“MayIasky

32、ourname?”Are you casting reflections?“Idontknowwhereheis.”“Mr.Xisntintheofficejust“Hehasntcomeinyet.”now.”Hesstillouttolunch.”“MayIhavehimcallyoulater?”“26Voice MailDo:Makesureyourmessageispolite,direct,andbusinesslike.Makesureyourmessagecanbeunderstoodclearly.ReturntelephonecallspromptlyDo Not:Make

33、crudecommentsormentionsocialreferencesinyourmessage(i.e.ImunabletoanswermyphonebecauseImoutpartying).Havemusicplayinginthebackground.Usemultiplepeoplewhenrecordingthegreeting.Voicemailhasmanybenefitsandadvantageswhenusedproperly.However,youshouldnothidebehindvoicemail.27Voicemail GreetingBesuretorec

34、ordyourownpersonalgreeting;dontusethestandarddefaultgreetingorhaveanotherpersonrecordyourgreeting.Writedownwhatyouwanttosayinyourgreetingandpracticesayingitafewtimesbeforerecording.Includeinyourgreetingyournameanddepartmentsothatpeopleknowtheyhavereachedthecorrectperson.Yourregulargreetingshouldincl

35、udeyournormalworkhours.Usetheattendantfeatureifavailable!Thisfeatureallowsthecallertoreachanotherpersoninyourdepartmentfromyourvoicemail.28Checking Messages and Returning CallsCheckyourmessagesdailyandreturnmessageswithin24hours.Reply,forward,ordeletemessagesimmediately.Ifyouforwardamessage,besureto

36、explaintothepersontowhomyouareforwardingthemessagewhyyouaresendingittothem.29Leaving a Voicemail Message for Another PersonWhenyouhavetoleaveamessageforsomeonetoreturnyourtelephonecall,trytohavethecorrectpronunciationoftheirnameandmakesureyoustatethefollowingclearly:Speakclearlyandslowly.Besuretolea

37、veyournameandextensionnumber.Itsbesttosayitatthebeginningandendofyourmessage.Keepmessagesshortandtothepoint.Rememberthatyouwanttoleavethepersonyouarecallingwithagoodimpressionofyou.Leavethedateandtimeyoucalledinthemessage.Letthepersonknowthebesttimetocallyouback.Coveronetopicinonemessage;specifywhat

38、youwanttherecipienttodo.30More Etiquette Tips31Survival ToolsTherearespecificvocabularyformulastousetoreduce theemotional impactofdifficultcallersandmethodsthatcanturnastressfulencounterintoapositiveinteraction.Oneofthecriticalfactorsinsuccessfultelephonecommunicationwhichbearsrepeatingisvoice tone.

39、32Proceed CautiouslyChoose the right word orphrasetosendthebestmessage.Learn how to say no in apositive mannerbysubtractingNotWordsandnegativephrasingfromyourcommunication.Theendresult:callerswhounderstandandacceptyourinformationmorequickly.33Dealing With Difficult CallersWhatyoushoulddois:Listenwit

40、houtinterruptingGatherthefactsandmakeanoteofthemTaketheirdetailssoyoucangetbacktothemSympathizewiththemandoffertoactasfastasyoucanApologizeifyouhavemadethemistakeStaycalmeventhoughthecallerisangryandpossiblyabusive.34Three Myths about Students/Callers1.Students try to make things difficult.2.Student

41、s like to complain.3.Students expect the impossible.4.Students are never satisfied.3516 Words and Phrases That Keep Students CoolHello!Imsorrytokeepyouwaiting.Goodmorning!Thankyouforwaiting.Please.Itwasnicetalkingwithyou.Thankyou.IsthereanythingelseIcandoforyou?Imverysorry.Thankyouforcomingin(orcall

42、ing).Excuseme.Itsbeenapleasuretoserveyou.Yourewelcome.Idbehappytodothatforyou.MayIhelpyou?Weappreciateyourbusiness.36Are You Sure Youre Understood?Checkyourpresentation.Speakdistinctlyatamoderatepace,withenoughvolumetobeheardclearly.Staywithyourcaller.Dontgiveimportantinformationwhenthecallerdoesnta

43、ppeartobelistening.Useeverydaylanguage.Whenyoumustuseatermcallersmaynotunderstand,explainit.Repeat,orspellout,information.Askforfeedback.Encouragequestions.37What To Do When You Make a MistakeYoucanrecoverfromblundersandbeawinner.Hereshow:Makethingsright.Yourfirstresponsibilityistocorrectthemistake.

44、Apologize.Whenyoumakeamistake,youllusuallygainstaturebyapologizinginadirectway.Letthematterrest.Oneapologysuffices.Learnmoreaboutoperations.Ifyouhavetotrackdownagoof,usetheoccasiontolearnmoreabouttheintricaciesofyourdepartmentorcampusoperations.Askifyoucandosomethingelse.Afterresolvingyourmistake,as

45、kifyoucanhelpinanyotherway.Letothersknowyouvelearnedsomething.Assurethoseaffectedbyyourerrorthatitwonthappenagain.Keeprecords.Keeparecordoferrorsmade,thecauses,andtheirsolutions.Reviewthelistofmistakestopreventtheirrecurrence.3811 Most Frequent Caller Complaints1.The telephone rings for a long time

46、before it is answered.Trytoanswercallswithin3rings.2.They place me on hold for sometimes,it seems,hours.Ifyoufindyourselfplacingmanycallsonhold,writedownthenameofthecallerandabriefdescriptionofwhattheyarecallingabout.3911 Most Frequent Caller Complaints Cont3.The line is busy for hours it seems.Tryt

47、okeepcallsshort.4.They are very rude and get offensive when asked their full name or sometimes just wont give it.Trytostaypleasant.5.They let me talk on and on only to realize that theyre not the person I should be talking to.Politelyinterruptthecallerifyouareunabletohelpthem.4011 Most Frequent Call

48、er Complaints Cont6.If I call the wrong department for help,they dont give me suggestions to where I should be calling,they just say,I dont know,not our department.Frequently,youwillfindthatyournumberissimilartoanotherdepartmentoncampus.Ratherthanhanginguponacallerorsayingyoudontknow,trytobehelpful(

49、withinreason).7.They dont clearly listen to my needs before they transfer me to the wrong person.Listentothecallercarefully!8.Sometimes they disconnect me while transferring my call.Becarefulwhentransferringacall.4111 Most Frequent Caller Complaints Cont9.They told me to call back,but never gave me

50、a name or number or division to ask for.Ifyoutellacallertocallbacklater,tellthemwhichnumbertocall.10.The person says,Wait,and then talks to other co-workers without putting me on hold so that I cant hear their small talk.Usetheholdbutton!11.They answer with an aggravated voice,as if I disturbed them