How to make good communication with the telephone

1. On the Telephone!
On The Telephone

2. Contents
• How to wow them on the telephone
• Answering the Call
• Good Communication
• Recording Information
• When you don’t know the answer
• Answering two lines
• Angry callers
• The Last Word
On The Telephone

3. First Impressions
• Every call is a performance and you have a
new audience every performance!
• Increase your energy level by ‘smiling’.
• A happy mood will be translated into your
voice.
On The Telephone

4. Making A Good Impression
• Think of the telephone as the office lobby -
the first place the customer visits.
• Have an objective in your mind before you
answer the phone, ie ‘I want to help’ - don’t
just answer it because its ringing.
• Speak with enthusiasm, as if speaking to a
friend. Use inflection in your voice, lower the
pitch. This conveys sincerity and
confidentiality.
• Smiling is the one type of ‘body language
which translates well on the phone.
On The Telephone

5. Answering the Call
• Ensure that you don’t bang the receiver into
anything when picking up the call.
• Answer the call within as few rings as possible.
• Speak clearly, identify the centre and yourself.
Don’t start speaking before you put the receiver
to your mouth.
On The Telephone

6. Mind Your Manners!
Don’t grab a ringing phone as it
shows impatience and lack of
interest in the customer.
On The Telephone

7. Mind your Manners!
• Don’t bang down the receiver
• Don’t cut away in the middle of a conversation
to ask a colleague a question
• Try and Stop ‘multi-tasking’ whilst talking on
the telephone. This encourages you to find
answers quickly and you don’t give the caller
100% attention
On The Telephone

8. Mind Your Manners!
• Try not to make comments about your callers to
other staff at reception - sooner or later another
customer will hear you!
• Never, ever, talk about customers in a
derogatory manner
On The Telephone

9. And While You’re on Stage!
• Speak clearly, try and use the customer’s
name if you have it
• Let them ‘hear’ you smile
• Provide information, especially numbers,
slowly so the customer can write it down
• Ask if there’s anything else you can help with
• Remember these are real people even
though you can’t see them
On The Telephone

10. Other Voice Tips
• Vary the tone
• Emphasise important words
• Use the ‘dramatic’ pause - pause after
important points. This will stimulate attention
and the customer will pay closer attention.
On The Telephone

11. Good Communication
• Does the customer
understand what
you area saying ?
On The Telephone

12. How can I check he
understands?
• Ask questions
• Use pauses
• Spell out difficult words
• Ask him to repeat telephone numbers
• Don’t speak too quickly or use idioms
• Summarise the information given at end of
conversation
On The Telephone

13. How do you ensure YOU understand?
• Concentrate and avoid listening to other
conversations at the desk
• Acknowledge other waiting customers
• Hold your tongue - don’t ASSUME you know
what the customer wants or jump to
conclusions
• Don’t interrupt.
• Ask questions and use conversation cues -
• ‘Yes’, ‘I see’, ‘I understand’.
On The Telephone

14. Recording Information
• (Tourist Enquiry)
• Date
• Name & Address
• Information Required
• Any other necessary
details
• Ask if they need
anything else
On The Telephone

15. Recording Information
• (Message for Colleague)
• Date and Time
• Name and Telephone number
• Details
• Action required
• Signature
• Take responsibility for the
message and make sure your
colleague gets it!
On The Telephone

16. When you don’t know the
answer…
•Never say you don’t know
•Be Honest and say ‘I don’t know but I’ll try
and find out”
•Ask if you may put the caller on hold or take
his number and promise to ring him back
On The Telephone

17. When an absent colleague will know the
answer...
• Always keep the customer informed as regards
what you are doing
• Explain how you are going to find out the
information - if necessary, tell the customer
when you will ring him back
• Never use negative langage ie ‘um, er, I
haven’t a clue’, ‘that’s not my job’
On The Telephone

18. People are usually patient
about waiting for an answer if
they know it will be the RIGHT
answer
On The Telephone

19. Answering Two Calls
• If you are on a long call and another line/two
lines are ringing...
On The Telephone

20. If another line rings persistently
• See if another colleague can answer the call
• Ask the person you are speaking to if they mind
if you answer the other telephone
• Politely explain to second caller that you are
busy with another customer - take their details
and promise to ring them back as soon as
possible
On The Telephone

21. Go Straight back to first caller
• Apologise for interruption
• Thank him/her for their patience
• Continue with enquiry
• REMEMBER to call back the second customer
and apologise for delay
On The Telephone

22. Angry Callers
On The Telephone

23. The Telephone ASAP technique
• Acknowledge the person’s feelings and
apologise - ‘I’m sorry that happened’
• Sympathise - ‘I understand how you feel’
• Accept 100% responsibility for the call
• Prepare to help - ‘I’ll try and help’ - present
willing attitude. Listen, jot down information, try
not to interrupt. Remain calm
On The Telephone

24. Remember the customer isn’t angry
with you!
Don’t take their hostility
personally
On The Telephone

25. Last Words
On The Telephone

26. Summarise at the end of the call
• State what action you are taking
• Use customer’s name if you have it
• Ask if there’s anything else you can do
• Say thank you
• Say good-bye
• Try and let the customer hang up first
On The Telephone

27. Role Play in pairs
No eye contact! (Students face back to back)
1. Take a message from a client (with their personal
details and work requests) to pass on to your
colleague.
2. Telephone a client to let them know about some
delay in their account/order.
3. Telephone a client about their overdue account.
4. Take a call from a potential new client who is
enquiring about your services. Include details
about their needs and current provider.
On The Telephone

28. Role Play – record your conversation
Students to use their recording device (laptop / iPhone / iPad / Android)
1. Record a message suitable for your answering machine at
work (for your clients).
2. Record a message on a client’s answering machine to let them
know some information about their query.
3. Record a conversation between you and your client where you
need clarification about some details in order for you to
complete work for them
4. Record a conversation between you and your client in relation
to the client’s complaint about a problem with their account or
order with you.
On The Telephone