Telephone Techniques

Advance Telephone Technique

Haii, This time.. i will explain, how to use telephone in the office, and how to be a great customer service..

An employe who provides quality customer service, wheter for external or internal customers, must do three things:

1.       Accept responsbility for providing timely customer service in a courteous manner

2.       Undarstand that the success of the organization depends on the level of service provided

3.       Learn and apply customer skills in a positive manner

Handling the telephone

v  The time to learn about ur telephone is ahaed of time. Don’t pactice on the caller. Be familiar with all the features

v  Hold the trasmitter portion directly inn front of ur mouth

v  Keep in mind that speaking on the phone requires better articulation

v  Place the telephone on ur desk so the receiver will be picked up without banging into anything

v  Avoid side conversation while talking on the phone

v  Make sure u place the caller on hold before discussing his or her situation with a co-worker

v  Never eat or drink while talking

v  Answering in as a few rings as possible. A maximum of three is good standard.

v  Before u place a caller on hold to answer another line, ask for permission and wait for an answer.

Example : “woul u mind holding for a moment?”

v  Etc

Using ur Best Voice

Each of us has a unique voice. To a great extent, our voice reflect who we are.

The voice u project is determined by four factors, all of whichcan be controlled.

ENERGY, RATE OF SPEECH, PITCH, QUALITY

Adressing the Caller

Rules about how to address callers can be confusing because of the many option. Therefore the following may help

They’re seven basic ways to address a calling party.

                Mr.         Miss       Fisrt Name          Ms.        Sir           Mrs        Ma’am

The average caller may or may not be sensitive about how he or she is adressed. To be safe sidde, keep these suggestion in mind :

1.       When addressing a male, u’r always correct to use Mr. Or Sir

2.       Adressing a woman a more confusing, the use of Mrs or Mis is common and general acceptable. If u uncertain, simply ask the caller for her preference. (“Shall I adresse ur as Miss or Mrs?”)

Answering the Telephone

First immpresion are important. Callers begin to form their impression by :

-          The number of rings it takes to get an answer

-          The first Voice they hear

Following are the most basic ones, which should always be employed :

1.       Use the four answering courtesies :

-          Greet the caller

-          State ur organization

-          Introduce urself

-          Offer ur help

2.       Be enthusiastic when ur answer :

-          Help make calling party feel truly welcome

3.       Use friendly phrases as part of ur greeting

4.       Remember to Smile as u pick up the phone

-          It’s easy to do. Simply remember to smile as you answer a call. Believe it or not, ur voice sound friendlier.

And that’s about telephone technique... hopefully my post can be help you...

Thankyouuuu for reading fellas:*