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TELEPHONE SKILLS

Published on Dec 19, 2015

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PRESENTATION OUTLINE

1.

HOW TO ANSWER PHONES FOR CARDNOTBE

ADMIN PROCESS IMPROVEMENT TEAM MEETING
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2.

TELEPHONE SKILLS

FROM A TO Z
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3.

Attitude

Be friendly before you know who it is
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4.

ALWAYS ANSWER THE PHONE WITH A SMILE

Photo by kevin dooley
5.

DON'T BE TOO BUSY TO BE NICE

ALWAYS BE POLITE, USE PLEASE AND THANK YOU
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6.

Buffer Words

PRECEDE THE MOST IMPORTANT PART
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7.

IF THE CALLER DOESN'T KNOW THE NAME OF THE PERSON

Don't offer
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8.

OFFER TO TAKE A MESSAGE THEN PASS IT ON

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9.

DO NOT SAY:

I DON'T KNOW
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10.

Do Not Say

"NO" at the beginning of a sentence
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11.

Do Not Say

We can't do that
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12.

Do Not Say

JUST A SECOND
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13.

Do Not Say

YOU'LL HAVE TO.....
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14.

OFFER HELP TO THE CALLER

IF YOU DON'T KNOW THE ANSWER OFFER TO RESEARCH AND GET BACK TO THEM
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15.

DEVELOP YOUR RESOURCES FOR INFORMATION

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16.

CALL SCREENING

"LET ME TELL HIM/HER WHO'S CALLING PLEASE"
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17.

TRANSFER THE PROBLEM ALONG WITH THE CALLER

DO NOT JUST DUMP THE CALL TO SOMEONE ELSE. LET THE PERSON WHO WILL HANDLE THE PROBLEM KNOW WHAT IS COMING
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18.

CLOSE THE CALL WITH A THANK YOU

WE APPRECIATE YOUR CALL, GOOD TALKING TO YOU
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19.

BE WARY OF "TRICKS" CALLERS USE

DO NOT AGREETO TONER PURCHASES, CHANGES TO PHONE SERVICE OR YELLOW PAGES ADVERTISING, ETC
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20.

QUESTIONS/COMMENTS

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Cathee Thornton