BASIC TELEPH inONE SKILLS
Asnwer Quickly
Picking up the phone after ring number three is a good rule of thumb
Introduce Yourself
Take the time to explain who you are, what your role is within the organization, and how exactly you can help them. Ex: Thank you for calling (account/company), my name is ____________.
Speak Clearly
To make customers fell better, try to inject positivity and approachability into the conversation by speaking calmly and clearly.
MasterBrand Tone of Voice
If the caller expects a professional, corporate tone, and discovers an overly casual voice on the other end of the phone, the brand will feel less authentic.
Set out the Purpose of the Call
- Every single call should have a goal, and in order to meet that goal, both parties need to be on the same page from the start.
- Be clear and concise, but friendly.
Ex: How can I help you today? May I know how can I help?
Give your full attention
They might not be able to see you, but the person you’re speaking to will know if your attention isn’t fully on them. Ex: I’ll be happy to assist you today. Sure, I can definitely check it for you.
Ask Before Putting Someone on Hold or Transferring
This is a simple courtesy that’s all too often overlooked. Asking the person on the other end of the phone before you transfer them or put them on hold will go a long way to easing their user journey with you.
Ex: Can I place you onhold for a minute or two? May I place you onhold for one to two minutes?
Stay Positive
Ex: I’m sorry to hear about that, but no worries I’ll check it for you. I do apologize for the inconvenience, but rest assured your concern will be addressed properly..
- Staying positive is vital for those representing their company over the phone, even when dealing with complaints.
comparison
THANK YOU !
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- Activate user tracking;
- Let the communication flow!
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BASIC TELEPHONE SKILLS
Marila Lomanog
Created on February 9, 2024
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Transcript
BASIC TELEPH inONE SKILLS
Asnwer Quickly
Picking up the phone after ring number three is a good rule of thumb
Introduce Yourself
Take the time to explain who you are, what your role is within the organization, and how exactly you can help them. Ex: Thank you for calling (account/company), my name is ____________.
Speak Clearly
To make customers fell better, try to inject positivity and approachability into the conversation by speaking calmly and clearly.
MasterBrand Tone of Voice
If the caller expects a professional, corporate tone, and discovers an overly casual voice on the other end of the phone, the brand will feel less authentic.
Set out the Purpose of the Call
- Every single call should have a goal, and in order to meet that goal, both parties need to be on the same page from the start.
- Be clear and concise, but friendly.
Ex: How can I help you today? May I know how can I help?Give your full attention
They might not be able to see you, but the person you’re speaking to will know if your attention isn’t fully on them. Ex: I’ll be happy to assist you today. Sure, I can definitely check it for you.
Ask Before Putting Someone on Hold or Transferring
This is a simple courtesy that’s all too often overlooked. Asking the person on the other end of the phone before you transfer them or put them on hold will go a long way to easing their user journey with you.
Ex: Can I place you onhold for a minute or two? May I place you onhold for one to two minutes?
Stay Positive
Ex: I’m sorry to hear about that, but no worries I’ll check it for you. I do apologize for the inconvenience, but rest assured your concern will be addressed properly..
- Staying positive is vital for those representing their company over the phone, even when dealing with complaints.
comparison
THANK YOU !
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation: