Download - Telephone Skills with Derek Hendrikz
Different types of telephone calls…
• The client call
• The internal call
• The superior call
• The social call
• The supplier callwww.derekhendrikz.com
Crucial Telephone Skills…
• Listening• Problem solving• Empathy• Reliability• Honesty• Sincerity
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Applied Telephone Etiquette
• Answering the Phone
• Talking on the Phone
• Proper Hold Procedures
• Proper closing
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Processing Calls
• Redirect effectively
• Know your system
• Close the customer loop
• Be prepared (docs at hand)
• Have a database open
• Keep record
• Have messaging system ready
• Have a complaints systemwww.derekhendrikz.com
Answering Protocol…
• Identify who you represent (your
company)
• Show courtesy (greet)
• Identify yourself
• Offer your assistance
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Successful Telephone Answering
Babalinga Enterprises - good day.This is Derek speaking, how may
I help you?
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Handling different telephone scenarios:• Busy with a customer and the telephone rings.
• Apologise to the customer, and ask if you can take the call.• Ask the caller if you can phone back later and take a number and
name.• Take your phone of the hook.
• Busy on the phone and a customer walks in.• Tell the person on the other end of the line that a customer has just
walked in, and ask if you could call back later.• Deal with the customer.
• Telephone rings while the customer enters.• Follow all the steps discussed in the first scenario.
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Door Opener: Indicate the willingness to listen by saying “Would you like to talk about it?” or “Tell me what’s on your mind”
Listening: You remain quit so that the other person can talk.
Acknowledgement: Without interrupting, you encourage and let the other person that you are listening by saying “Mm-hmm”, “Really”, “OK”, etc.
Paraphrasing: You could occasionally tell the other person in your own words your impression of what he/she just said.
Active Listening…
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Handling of telephone complaints:• Listen and take notes without commenting.
• Show empathy with the fact that the customer has a complaint.
• Determine the name, address and telephone number of the caller and
write the date and time of the call down.
• Determine the facts and repeat them to the customer so that he agrees
with you.
• Decide who must handle the complaint.
• Decide on the best plan of action.
• Get the customers approval for the plan of action.
• Make a copy of the complaint and follow it up.www.derekhendrikz.com
