Telephone Skills

1. Telephone Skills & Etiquette
Presented by
Your Name

2. Objective
• Improve Comfort and Confidence on the Telephone
• Use Strategies that get Results
• Enhance your Brand by providing Excellent Customer
Service over the telephone

3. Topics Covered during the Day
• Self Evaluation
• Why should I Improve
• Dimensions of
Customer Service
• Positive Attitude
• Managing the Call
• Managing the Angry
• Managing Abusive
Caller
• Transferring a Call
• Taking a Message
• Managing Stress
• Role Play with
Situations

4. Self Evaluation & Motivation

5. 1. How long does it take you and/or your
switchboard operator to answer the phone?
a) 5 rings or less
b) 3 rings or less
c) under 3 rings

6. 2. Have you ever said, “Please hold” to a caller?
a) yes
b) no

7. 3. How long does it take a person on hold to become
annoyed?
a) 2 minutes
b) 30 seconds
c) 1 minute
d) 17 seconds

8. 4. When you’re talking on the phone while a visitor
walks in, who gets priority?
a) the visitor
b) the caller

9. 5. When receiving a call for a co-worker, how are you
most likely to respond?
a) “He’s not in right now, so I’ll have to take a message.”
b) “He’s still at lunch. Can I take a message?”
c) “He should be back soon. Could you call back in about
15 minutes”

10. Why Should I Improve my Telephone
Skills?
• Every call is an opportunity to enhance customer
relations and build your brand
• Satisfying customers over the telephone is often more
challenging than serving face-to-face
• The typical person tells 20 people about a negative
experience
• The difference between a positive and negative
experience with a call is you

11. What every Customer Needs..?
To Feel Comfortable
Immediate Attention
To be Taken Care of
Positive & Proactive Response
To be Well Informed
To be Understood
To be Valued
To be Acknowledged, Recognized and Remembered

12. Dimensions of Customer Service
Genuine Concern
Proactive & Speedy Response
Professionalism
Accurate Information
Reliable Follow-through

13. Positive Attitude
• The Engine that drives Excellent Service
• Reduces Stress at both the ends – Caller & Receiver

14. The Forbidden Phrases
1.“I Don’t Know”
2.“I/We Can’t Do That”
3.“Just a Second”
4.“Hold on”
5.“Who is this”
6.“I’m not Responsible”
7.“You are Wrong”
8.“… is Not Available now”
9.“No”

15. 1. “I Don’t Know”
• “That’s a good question, let me find out for you”

16. 2. “I/We Can’t Do That”
• “Here’s what we can do.”
– Everyone expects that something can be done about any situation. By
offering hope, you will be seen as a problem solver.
• “Here’s how we can help”
• “Here’s what needs to be done”
• “I believe we can offer (alternative) ...will that work for you?”
• “I need to”
– When someone is calling you for help, avoid putting the responsibility
back on them by using the “you” word.
– Give options using the words “we” or “I”.

17. 3. “Just a second”
• Give an honest answer about how long it will take
you to complete whatever you are doing AND tell
them what you are doing
• Use the hold button

18. 4. “Hold on”
• “Will you please hold while I…” or
• “May I please put you on hold?” (and wait for the answer)
• Once you have placed a caller on Hold, check back every 15-
30 seconds to update them
• Thank them for holding and be as specific as you can about
how much longer you expect to keep them on Hold
• Each time allow them the opportunity to decide if they would
like to continue Holding

19. 5. “Who is this?
• “May I have your name please?” or
• “Who is calling, please?” or
• “May I ask who’s calling please?”

20. 6. “I’m not Responsible”
• “I’m sorry you’re having this problem, what can I do
to help?”
• “I understand what you are going through..tell me
how can “I” help you now?”

21. 7. “You are Wrong”
• “If I understand you correctly, you were promised…”
– “Let’s figure out how we can resolve this.”
• “If I understand you correctly, you are saying that…”
– “Ok.. Let me check up. May I put you on hold for 30
seconds..?”

22. 8. “… is Not Available now”
• “Sir/Madam, our executives are available from
Monday to Friday from 9am to 6pm..”
• “May I take your contact details so that one of our
engineers can call and help you out..”

23. 9. “No”
• Try to find a way to state the situation positively
• The customer is not always right but is always the
customer.
• They hate to hear “no”, as they expect their situation
will be resolved to their advantage
• If you can’t do what they are asking, be sure to tell
them what you can do

24. Managing the Call
1. Answer Promptly (within 2 rings)
2. Greet & Treat the Caller
3. Exchange Names
4. Offer Help
5. Listen & Acknowledge
6. Respond
7. End the Call

25. Example – Managing a Call
1. Pick up the phone in 2 rings..
2. Good Morning & Thank you for calling…
3. This is Raj, May I know you name please”
4. How may I assist you today?
5. Yes, Mr. Ramesh, I understand your problem, I will check on
the status, would please hold on for 15 seconds…
6. Thank you for your patience, I have registered your complain
and it would be resolved within 24 hours of time..
7. Thank you for calling.. Wish you a pleasant day ahead.

26. Exercise: Turn Negative Into Positive
• “No”
• “Hold on for a minute”
• “It’s not our problem”
• “He’s not in yet”
• “Your file must be lost”
• “That’s not my job”
• “We never received your application”

27. Managing the Angry Caller
• Listen Actively & Be Empathic
• Identify the Feeling and Acknowledge
– “I understand sir that you are very angry with our service”
• Ask questions to understand better
• Get the complete specifics about the complaint
• Summarize the problem to the caller’s
• Get an agreement from the caller to express that you have understood the
problem
• Offer how you can now solve this problem. Also give choices &
alternatives if possible
• Whenever possible, delight the caller by doing something extra

28. Managing the Abusive Caller
• The caller goes beyond expressing anger
• Begins attacking the person handling the call
• Often includes slang language, swearing and personal attacks
• Do not react to the attacks or take it personally
• Stay Calm, Listen, Pause and Express your concern
– “Sir, if you continue using such language, I will not be able to help you
any further”
– “Sir, if you continue using such language, I will have to end this call”

29. Transferring Calls
• Do not just transfer the call
• When the caller needs to be transferred, be polite and ask for permission
• Give the caller the name of the person to whom you are transferring them
• If at all possible, stay on the line until the transfer is complete
• If you have a frustrated caller who has been transferred several times
already, do not transfer them again
• Take ownership of their situation. Take the caller’s name and number, find
the appropriate person and have them return the call
• Check back to make sure the caller’s situation has been resolved. The
caller will always remember your kindness and will tell others about your
Excellent Customer Service

30. Taking Messages
• When taking a message for someone else, be sure
you get the following information:
– The caller’s Full Name, Organization & Department
– Date and Time of the Call
– Telephone & Mobile Number
– Purpose of the Call
– Any Action that the caller wishes (ex: he will call back or
wants the person to call back urgently)

31. Managing Stress
• Take a break
• Focus on your Breathing, Deep Breaths
• Stretch a Little
• Palming for your eye
• Remember to Drink Water frequently
• Practice Smiling before a Mirror

32. Role Play with Situations
• Two Partners

33. Designed & Presented by
Your Name