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Telephone Tips


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Telephone Tips

  1. 1. Telephone Success Mustafa AYDIN 02/03/2007
  2. 2. Overview <ul><li>Statistics </li></ul><ul><li>Tips for telephone success </li></ul><ul><li>Flow Of a Call </li></ul><ul><li>A voice for success </li></ul><ul><li>Getting people to slow down </li></ul><ul><li>The phrases </li></ul><ul><li>Leaving a message </li></ul>
  3. 3. Statistics <ul><li>Within 60 seconds, people will make assumptions </li></ul><ul><li>87% of the listener's opinion of you is based on your voice alone </li></ul><ul><li>Only %10 of a communication is verbal </li></ul><ul><li>Third ring rule </li></ul>
  4. 4. Tips for Telephone Success <ul><li>Plan your telephone presentations in advance. </li></ul><ul><li>Relax </li></ul><ul><li>Summarise what you have been told </li></ul><ul><li>Concentrate </li></ul><ul><li>Let other people talk </li></ul><ul><li>Use open-ended questions to get people to speak more freely </li></ul><ul><li>Take notes </li></ul><ul><li>Use the international phonetic alphabet </li></ul><ul><li>Promptly return calls </li></ul><ul><li>Make it easy for them to return your call </li></ul><ul><li>Tape yourself for self-improvement </li></ul>
  5. 5. Flow Of a Call <ul><li>Greetings </li></ul><ul><li>Getting to the point </li></ul><ul><li>Interrupting without insult </li></ul><ul><li>Confirming Action </li></ul><ul><li>Closing the call </li></ul>
  6. 6. A Voice For Success <ul><li>Put a smile on your face first </li></ul><ul><li>Make your voice as expressive as your face </li></ul><ul><li>Don’t overlook the importance of enthusiasm in your voice </li></ul><ul><li>Check your volume </li></ul><ul><li>Create affinity with your callers </li></ul><ul><li>Avoid slang and poor grammar. </li></ul>
  7. 7. Getting People to Slow Down <ul><li>Immediately ask the person to speak slowly. </li></ul><ul><li>repeat each piece of information as the person speaks </li></ul><ul><li>Do not say you have understood if you have not. Ask the person to repeat until you have understood. </li></ul><ul><li>If the person does not slow down begin speaking your own language </li></ul>
  8. 8. The Phrases <ul><li>Introducing yourself </li></ul><ul><ul><li>This is Ken. </li></ul></ul><ul><ul><li>Ken speaking </li></ul></ul><ul><li>Asking who is on the telephone </li></ul><ul><ul><li>Excuse me, who is this? </li></ul></ul><ul><ul><li>Can I ask, who is calling? </li></ul></ul><ul><li>Connecting someone </li></ul><ul><ul><li>I will put you through… </li></ul></ul><ul><li>Asking for someone </li></ul><ul><ul><li>Could I speak to...? </li></ul></ul><ul><li>Problems </li></ul><ul><ul><li>I'm sorry, I don't understand. Could you repeat that, please? </li></ul></ul><ul><ul><li>I can't hear you very well. Could you speak up a little, please? </li></ul></ul><ul><li>Putting someone on hold </li></ul><ul><ul><li>Could you hold the line, please? </li></ul></ul>
  9. 9. The Phrases_Example Operator: Hello, Nortel Netas, How can I help you? Alihan: This is Alihan ARICA. Can I have extension 3421? Operator: Certainly, hold on a minute, I'll put you through... Fatih: COE office, Fatih speaking. Alihan: This is Alihan ARICA calling, is Secil in? Fatih: I'm afraid she's out at the moment. Can I take a message? Alihan: Yes, Could you ask her to call me at … . I need to talk to her about the GWC booting problem, it's urgent. Fatih: Could you repeat the number please? Alihan: Yes, that's …. , and this is Alihan ARICA. Fatih: Thank you Mr ARICA, I'll make sure Secil gets this asap. Alihan: Thanks, bye. Fatih: Bye.
  10. 10. Leaving a Message <ul><li>Introduction </li></ul><ul><li>State the time of day and your reason for calling </li></ul><ul><li>Make a request </li></ul><ul><li>Leave your telephone number </li></ul><ul><li>Finish </li></ul>
  11. 11. Leaving a Message_Example <ul><li>Hello Onur, this is Aysun. </li></ul><ul><li>It's about noon and I'm calling to see if you would like to go to the cinema on Friday. </li></ul><ul><li>Could you call me back? You can reach me at 367-8925 until five this afternoon. </li></ul><ul><li>I'll talk to you later, bye. </li></ul>