Table of Contents
If you have got few minutes feel free to go through this video before going further.
Telephone skills to be confident or totally proficient in their use of the phone:-
1. Use the 4 answering courtesies –
a) Great the caller.
b) State your organisation
c) Introduce yourself
d) Offer your help.
i.e. “Good Afternoon, Accounts Peter Mulgrew speaking. How may I help you?”
2. Show enthusiasm when you answer
a) Help make the caller feel welcomed
b) A tired voice lacking in enthusiasm is very unappealing and reflects on the professionalism of your organisation.
c) Use friendly phrases as part of your greeting “Thanks for calling”
3. Remember the smile
as you pick up the receivers as it can be heard over the phone too.
4. Closing the conversation at courteous closing includes:
a) Thanking the caller for his call and time
b) Let the caller know you appreciate his/ her business.
c) Provide assurance that any promises made will be fulfilled.
d) Leave the caller with a +ve feeling.
Eg. – Thank you for your order “I am glad we were able to help” “If you have any further questions in future please free to call.”
[NOTE: Let the caller hang up first. This is a simple, courtesy and it gives the caller a final chance to add something]
Steps in putting the customer on hold:
1. Ask him if you can put him on hold.
2. Tell him/ her how long they will be on hold.
3. Assure him/ her that you will be working for him while he is on hold (specify what you will be doing away from the phone)
4. Wait for their response.
5. When you get back to him thank him for being on hold.
Transferring a call:
1. Tell the caller what you can do for him/ her. (Avoid laughing). Help the caller by giving the name of the correct person on the dept. Make a positive statement like, “Mrs. Jones in our service are we can help you with that?”
2. Own the contact (or complaint), give the caller your name, dept. This is especially necessary for telephone transfers. In case the caller gets disconnected or transformed in the wrong dept. he/ she will have the necessary info to contact the appropriate person.
3. To save yourself from repeating the info, ask if he has a pen or a paper ready to note slower the info.
4. Inform the next employee about the tasks done and the upcoming tasks too.