“ Effective Telephone Techniques” By Eugene Win CRDE 2010
Objectives Upon completion of this training…. You will understand the techniques associated with correct telephone answering. You will be confident in your abilities to process incoming and outgoing calls, and You will be well versed in dealing with problems as they arise. .
SIMPLE Verification / Clarification – is the most ideal way for you to check that you really are understanding the TOTAL meaning of the guest message.
Listening Verification / Clarification is simply re-confirming the guest message using your own words for example: You: “May I have you telephone number please?” Customer: “85848600” You: “85848600 – is that correct?”
Listening So remember, when communicating: a) Listen carefully b) Listen actively c) Cut down the amount of talking you do (remember 2 ears ….. 1 mouth)
Listening ► Give your full attention - to the person who is speaking. Keep your work area free from interruptions and clutter. working on what you were doing before the call was offered to you.
Listening “ Nothing is now more important than the person you are speaking to”. ► Put your own thoughts on hold - so that you can fully concentrate on what is being said to you.
Rule #6: Let the caller feel your sweet smiling voice.
Telephoning is the communication without seeing the faces, so your sweet and courteous voice could create your good image. You really can ‘hear’ a smile over the phone. A smile actually relaxes the throat muscles and your voice sounds warmer.
► CAN’T / CANNOT - negative word, don’t tell the guest what you can’t do, tell them what you CAN do ► CHEAP - indicates poor quality. Try to use “good value” ► NO PROBLEM – “Did I say there was a problem”??? Not professional, try “You’re Welcome” , “My Pleasure” or “Your Welcome” ► JUST - JUST for one night, JUST for one person ► Yep / Yeh / Yup / Arhha / Uhmm / – Unprofessional. You are in fact replacing the word “YES” with slang.