Telephone Personality & Phone Ettiquette - PowerPoint PPT Presentation

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Telephone Personality & Phone Ettiquette

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Telephone Personality & Phone Ettiquette Always be your best! Phone Ettiquette There are 4 parts to a proper greeting: Proper greeting of the hour – PowerPoint PPT presentation

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Title: Telephone Personality & Phone Ettiquette


1
Telephone Personality Phone Ettiquette
2
Always be your best!
3
Phone Ettiquette
  • There are 4 parts to a proper greeting
  • Proper greeting of the hour
  • Company name
  • Your name
  • How may I help you?
  • Good Morning, Academic Advising, This is Tracey,
    How may I help you?

4
Building Rapport
  • Take notes regarding calls
  • Write down the callers name
  • Let them know if you cant hear them
  • Include their name when talking to them
  • Always repeat the message
  • Wear your smile!

5
Wearing a SMILE!
  • Wearing a smile makes you feel happier and will
    also brighten up the whole room.
  • Smiling will also make you feel more positive and
    have a feeling of well being.

6
On Hold Techniques
  • Ask them if they could please hold and wait for
    their answer.
  • Give them an option.Hold or leave a message.
  • If holding, check back with them every 30 60
    seconds. Dont leave them wondering.
  • Dont forget to include their name when thanking
    them for holding.

7
Call Transferring
  • 2 Types of Transferring
  • Guided Transfer Let the caller know who they
    are being transferred to.
  • Description Transfer Announcing the call to
    inform your staff the reason they are calling and
    their name.

8
Speaking clearly
  • 1. Speak slowly and clearly
  • 2. Enunciate your words and stay away from
    sounding monotone.
  • 3. Dont have a lazy tongue.
  • 4. Try some tongue twisters to get you moving in
    the morning.
  • Sally sells seashells by the seashore
  • Rubber baby buggy bumpers
  • Peter Piper picked a pack of pickled peppers

9
Positive Speech
  • Hes currently out of the office, May I take a
    message?
  • Ill be happy to..
  • Ill transfer you now.
  • Thank you for holding Ms. Birr..
  • One moment please.
  • Not a problem at all, thank you..

10
Effective Listening
  • Prepare yourself to listen
  • Concentrate on what is being said
  • Visualize the speaker
  • Hold your tongue, dont interrupt
  • Take notes
  • Use summarizing statements
  • Use conversation cues if the caller is getting
    long winded
  • Listen between the lines
  • Be open minded
  • Practice positive listening habits

11
1 Rule
  • The ultimate respect you can give someone, is to
    listen to them.

12
2 Rule
  • SMILE!!!!

13
SMILE
  • S Smile increases the receptiveness of those
    around you.
  • M Make the guest feel comfortable
  • I Information gathering
  • L Learn the other persons name
  • E Eye contact establishes credibility and
    confidence.

14
Front Desk Ettiquette
  • Stay organized
  • Keep message for each other in one location
  • Let your co-workers know what needs to be done or
    where you left off
  • Smile
  • Not a place to be grooming yourself
  • Come to work prepared.

15
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