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Tips to Make a Great 1st Impression on the Phone

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Business Owners & Directors - Are your people making a great 1st impression on the phone? Watch this slide presentation to give new and existing customers a great on the phone customer experience

Published in: Business
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Tips to Make a Great 1st Impression on the Phone

  1. 1. First Impressions & Telephone Etiquette Paul Clayton FISM
  2. 2. First Impressions
  3. 3. First Impressions
  4. 4. First Impressions It’s not what we say, it’s how we say it! Treat callers as you would like to be treat yourself!
  5. 5. First Impressions It’s not what we say, it’s how we say it! Treat callers as you would like to be treat yourself!The caller is the most important person in the world to you at that moment So when a prospect calls
  6. 6. First Impressions Length of a Standard BT Ring Tone? ring tone – space – ringtone 3 Seconds!
  7. 7. First Impressions Length of a Standard BT Ring Tone? ring tone – space – ringtone 3 Seconds! 3 Rings That’s nearly 10 seconds
  8. 8. First Impressions Inbound <3 Seconds Outbound 15 Seconds
  9. 9. First Impressions Inbound <3 Seconds Outbound 15 Seconds Grow & protect your brand by everyone answering the phone with the same welcome message Introduce yourself with your first & last name to show the receiver that you are accountable Let them know that you understand their business
  10. 10. First Impressions How many times does your Company’s phone ring before it is answered?
  11. 11. * Onetel business Survey answer phone…… when calling to place an order! 1st IMPRESSIONS Fill in the gaps in these 3 statements – Answers on following slide ? ? ?? ? ?
  12. 12. Why Bother? 20% of all callers to businesses hang up after just 5 rings!* Onetel business Survey 7 out of 10 callers hang up when they hear an answer phone…………. Rising to 8 out of 10 when calling to place an order! 1st IMPRESSIONS
  13. 13. 1st IMPRESSIONS The Greeting Human Auto Responder Voicemail On Hold Engaged Not Answered
  14. 14. 1st IMPRESSIONS The Greeting Human Auto Responder Voicemail On Hold Engaged Not Answered The BEST! (Usually) Only when necessary & keep menus short Personalise & change daily at least What does your caller hear – do you know? Should NEVER happen - Use an Answering Service or divert to Answerphone
  15. 15. First Impressions Planning Inbound Calls To Place An Order Customers Wanting Information Time Cost Accounts Prospects Wanting Information Suppliers Giving or Wanting Feedback Customers Complaining Press Sales General Public Design a process for answering for each type of inbound call
  16. 16. Smile Focus Be in the same room Ignore distractions Use Inflection Make the caller feel valued No drinking or eating during the conversation No swearing No children First Impressions
  17. 17. First Impressions HEALDI +44 (0)1529 413476 www.healdi.co.uk info@healdi.co.uk

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