TELEPHONIC SKILLSCOMPILED BY:

PALVI JASWALSUNAINA ANAND

DIVYANGANA AGGARWALARUSHI KAUSHIK

RHEA GUPTASAGAR DUTTA

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

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

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

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

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)

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

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.

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!

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)

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

ENDING THE CALL Thank the caller Assure that promises will be

fulfilled Leave the caller with a positive

feeling.

THANK YOU