telephonic skills
TRANSCRIPT
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TELEPHONIC SKILLSCOMPILED BY:
PALVI JASWALSUNAINA ANAND
DIVYANGANA AGGARWALARUSHI KAUSHIK
RHEA GUPTASAGAR DUTTA
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INTRODUCTION The phone is one of the most
• powerful • efficient • cost effective tools
we have at our disposal. “Your voice is your personality over the telephone”. It makes an immediate impression that can portray you
as:• friendly or distant• confident or timid • spontaneous or mechanical• relaxed or nervous
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BASIC TELEPHONIC SKILLS Tone of voice - • FLAT & INDIFFERENT-
bored, lack of interest in job, not interested in caller or conversation
• ENTHUSIASTIC - interested in the conversation, likes job, wants to help caller
• CARING - interested in caller, wants to help
• COLD - hostile, hates job, wants to be anywhere but here
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Word content• Keep jargon to a minimum in order to avoid
confusing customers• Use of technical words could intimidate the
customer who may have a lower level of expertise in a particular area. Use language they understand!
You need to speak at a rate that can be understood-• A slower rate of speech may indicate
confusion or fatigue• A faster rate of speech might indicate anger or
impatience
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EFFECTIVE LISTENING SKILLS
• Pay attention• Assess the customers
level of expertiseIt’s very valuable to know if they are novices or expertsKnowing their level can save a lot of time
• Echo important points• Take notes
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Be courteous Use “please” and
“thank you” Be clear and concise
using short, simple, descriptive words
Avoid the use of slang and in-house terms or abbreviations (use language the caller understands)
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Smile when you’re on the phone, the other person will hear it as it completely changes the sound of your voice!
Use the caller’s name during the conversation
Ask questions to check for understanding
Let caller hang up first
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ANSWERING CALLS EFFECTIVELY
Answer the phone promptly• within 3 rings is standard practice
Identify the Department and yourself immediately
Let the caller hear you smile!• Smiling conveys a pleasant tone to your
voice. Use the callers name if you can as it gives a personal touch and helps to establish rapport.
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Think about your words and how they might be received
Transfer calls only when you have totry to resolve the callers problem yourself whenever possible. If you must transfer the call ensure you explain why!
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TAKING MESSAGES EFFECTIVELY
• Date and time of call• Caller’s name and phone number• Repeat for verification• Name of person message is for• Action to be taken• (Please call, will call back)
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Record the message
accurately Name or initials of person
taking the call Maintain confidentiality Do not repeat confidential
information over the phone in the presence of other clients
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ENDING THE CALL Thank the caller Assure that promises will be
fulfilled Leave the caller with a positive
feeling.
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THANK YOU