2. Welcome!
• Thank you all for joining us for training today!
• AnsaCall Telecoms specialises in providing professional voice recordings for
message-on-hold and auto-attendant systems
• We have been providing our services for the past 26 years
• My name is Eve Berriman and I will be guiding you through the telephone
etiquette training today.
3. FIRST IMPRESSIONS LAST
“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney
.
4. When answering the phone
• First identify your COMPANY
• Then your DEPARTMENT where you work within the company
• And lastly YOURSELF
Company Department Yourself
5. Answering the phone
• Try to answer the phone in the shortest possible time
• When answering the phone be warm and enthusiastic
• Speak clearly
• Keep your voice volume moderate and do not speak fast.
• Do not use ‘slang”
• Be positive with your answers, always look for a solution and do not reject a
question without trying to find out the answer first.
6. Step1- ascertain who the caller is?
Step2- ascertain who they want to speak to and
why?
Step3- announce the call and transfer both the
caller and any relevant information.
7. Process of transferring the caller
• Diagnose the situation and what the caller wants
• Inform the caller of what you are going to do
• Announce the call to the relevant person
9. “I have Mr Burgers
on the line for you,
he is returning your
call”
“Sylvia Platts is on
the line, she is
calling in
connection with…”
10.
11. Dealing with client requests
When a client or the caller requests some information from you as the receptionist, you should be
polite but only provide them with the relevant information that you know you can give them.
• Have to - too bossy
• Need to - too burdensome
• Must - Parental
12. Dealing with client requests
• Simply…
• Go ahead and …
• You’ll want to…
• The best to…
• Be sure to…
13. “You need to bring in a copy of the
document and you have to have signed it”
“Go ahead and bring in that document
next time you come around and please
remember to sign it”
14. • The caller doesn’t know your company as well as you do so make them feel at ease
and comfortable with asking you any questions relevant to the company and the
business.
• Affirm their questions by stating “ your questions are very valid”…
“I’m glad that you mentioned that”… “thank you for bringing
this up”…
15. Example:
“Good day, my name is Eve and I’m calling
in connection with your latest promotion . It
might be a really stupid question but does the
two pack DVD combo include the additional
3rd movie free?”
16. • An abusive caller has lost their emotional control and is directing
their frustration onto you, because you are the first point of
contact with the company that is frustrating them. You also
represent the company and they feel justified in attacking you for
that reason.
17. Redirect the negativity away from yourself and towards the situation at hand.
• Offer helpful information that is truthful and
relevant: “Mr So and so is in a meeting until 11am
today”
• Avoid being too personal, discuss the situation from a
business perspective
• Offer alternatives like: “would you like me to take a
message or would you like to try and phone back a
little later”
• Always be polite and try to empathise with the caller’s
irate feelings by validating their concerns and trying
to come-up with valid alternative solutions
18. Example:
“Hi there lady, I have been waiting to speak with Mr Burgers for the
past week and he hasn’t returned a single call! What type of
organisation are YOU running over there?!”
“Listen, this is ridiculous! I am a paying client and now I am stuck
with the wrong bill for the stock that I ordered 3 months ago! Why
are YOU messing-up your job?!”
21. Taking down telephone messages
• If there is something you don’t understand or cant spell as the caller to repeat
it or spell it for you
• NEVER get irritated with the caller
• Date and time the note was taken
• Full name of the caller
• Caller’s company
• Caller’s contact details
• The recipient
• The full and complete message
• Your name at the bottom of the note
22.
23.
24. Black=Leadership
Black communicates glamour,
sophistication and exclusivity.
Black is a colour that is taken
seriously.
Blue=Team Player
Blue is one of the best colours to
wear because is exudes trust and
confidence. According to studies
navy blue is the best colour to wear
to secure a job in an interview.
Grey=Logical/Analytical
Wearing grey communicates
independence or isolation. This
doesn't have to be a bad thing,
as long as you show that you're
confident. Since grey is
somewhat of a lonely colour,
this may say to others that
you're very much an individual
who is self-sufficient and
capable of thinking on your
own.
White=Organized
Wearing white and beige is a
safe bet, but you may be
considered dull and lacking
in confidence.
25. Brown=Dependable
This earthy colour
means warmth, safety,
reliability, and
dependability.
Red=Power
Red conveys passion and
power and is the best colour
to wear when you're trying
to persuade or impress
someone. Red is also linked
to courage, excitement and
energy.
Green, Yellow, Orange, and
Purple= Creative
These louder colours
communicate that you're fun and
attract attention, but they
don't necessarily elicit feelings of
trust or commitment, which may
not be the best message to send
at work. However, wearing these
colours would work great
for happy hour gatherings, in-
house meetings, or casual
Fridays.
26.
27.
28. • No short skirts
• No cleavage
• Stilettos-too
high=too sexy
• Distracting
jewellery
30. Making the most of your voice
Your voice should project a professional and best image of yourself, and in turn the company you work for.
You want to sound:
• Clear
• Confident
• Knowledgeable
• Loud enough to project your message but not too loud
to scare the caller
32. Making the most of your voice
Voice exercises
Breathing exercises:
• Deep slow breaths in through the nose, out through the mouth
• Deep breaths though the mouth , count as far as possible on
exhalation (try 8 counts)
• Doggie pants- not too many (ss,ff,ss,ff)
33. Making the most of your voice
Voice exercises
Resonance:
MMMMMMMMMMMMM
NNNNNNNNNNNNNN
GGGGGGGGGGGGGG
AAAAAAAAHHHHHHH
HELLO
Articulation:
BA BE BI BO BOO
CA CE CI CO COO
DA DE DI DO DOO
BA BA BA BA BA BA
BABA BABA BABA BABA
BABABABABABABABA
B, P, G, K, D, T, S, Z, F, V
RRRRRRRRRRRRRRRRR
LILLY, LALLY, LILLY, LALLY
34. A tudor who tooted a flute
Tried to tutor two tooters to
toot
Said the two to their tutor,
“Is it harder to toot
Or to tutor two tooters to
toot?
• Red lorry, yellow lorry, red
lorry, yellow lorry
• Cheap ship trip
• Truly rural
• Freshly fried fresh flesh
• Lilly ladles little lentil soup
35.
36. Write a script of how you feel it would be best
to answer the phone in your office
List some of the most common questions that
clients ask you
Lets practice answering the phone.
You get a chance to experience being a voice
artist in our studio.
Record your chosen script and listen to your
voice!
