5 Keys to Better than Best Customer Service - Telephone Skills and EtiquetteAndre Hannemann Harris
5 Keys - Telephone Skills and Etiquette
1. Provide a Warm Welcome
2. Connect with Your Customer
3. Understand Customer Needs and Priorities
4. Take Action
5. Deliver a Memorable Close
Phone skills are crucial for businesses as a potential client's first impression is formed in that initial phone interaction. Some key tips include answering the phone before the third ring, identifying your business clearly when answering, speaking professionally and without filler words or swearing, staying positive, and returning calls promptly as potential clients may contact competitors instead if not reached quickly. Whoever answers calls should know the business well enough to answer basic questions and convey a positive impression. Recording calls can help identify areas for improvement in phone skills.
This document discusses the importance of follow-up in building a network marketing business. It outlines four types of follow-up: the entire recruiting process, the exposure process, the upline's role in follow-up, and following up when the timing is not right for a prospect. Follow-up is key to creating interest, committing prospects to future events, gaining commitments, and moving prospects through the startup process. The upline's validation, credibility, and training are also vital when following up. Prospects should be periodically updated and the door kept open if their timing is not currently right.
The document summarizes key metrics for evaluating call center performance. It discusses internal metrics like adherence, average handle time, abandon rate, and service level which measure agent and system performance. It also discusses external metrics like moment of truth, caller satisfaction, and surveys which measure the customer experience. A daily training schedule and objectives are also outlined which aim to familiarize participants with best practices for measuring and improving both internal and external metrics.
This document provides an overview of call center training. It discusses the types of call centers including inbound, outbound, domestic, and international. It outlines the key skills needed for call center agents such as communication skills, customer handling, teamwork, telephone etiquette, and the ability to follow instructions. Effective communication techniques, customer handling strategies, teamwork principles, phone etiquettes, vocabulary development, basic math, and analytical problem solving are also summarized.
what is rapport
how to deal with customers
how to create a relationship with customer to get maximum benefit
customer needs
barriers to rapport building
The document provides guidelines for proper telephone etiquette and customer service. It recommends answering calls before the third ring, greeting the caller politely, introducing yourself, and asking how you can help. It stresses focusing attention on the caller, placing them on hold no longer than 30 seconds, and transferring calls only when necessary. The tone, pitch, and courtesy used are important in making a good impression over the phone. Handling angry callers, multi-tasking, and avoiding rude phrases are also addressed.
5 Keys to Better than Best Customer Service - Telephone Skills and EtiquetteAndre Hannemann Harris
5 Keys - Telephone Skills and Etiquette
1. Provide a Warm Welcome
2. Connect with Your Customer
3. Understand Customer Needs and Priorities
4. Take Action
5. Deliver a Memorable Close
Phone skills are crucial for businesses as a potential client's first impression is formed in that initial phone interaction. Some key tips include answering the phone before the third ring, identifying your business clearly when answering, speaking professionally and without filler words or swearing, staying positive, and returning calls promptly as potential clients may contact competitors instead if not reached quickly. Whoever answers calls should know the business well enough to answer basic questions and convey a positive impression. Recording calls can help identify areas for improvement in phone skills.
This document discusses the importance of follow-up in building a network marketing business. It outlines four types of follow-up: the entire recruiting process, the exposure process, the upline's role in follow-up, and following up when the timing is not right for a prospect. Follow-up is key to creating interest, committing prospects to future events, gaining commitments, and moving prospects through the startup process. The upline's validation, credibility, and training are also vital when following up. Prospects should be periodically updated and the door kept open if their timing is not currently right.
The document summarizes key metrics for evaluating call center performance. It discusses internal metrics like adherence, average handle time, abandon rate, and service level which measure agent and system performance. It also discusses external metrics like moment of truth, caller satisfaction, and surveys which measure the customer experience. A daily training schedule and objectives are also outlined which aim to familiarize participants with best practices for measuring and improving both internal and external metrics.
This document provides an overview of call center training. It discusses the types of call centers including inbound, outbound, domestic, and international. It outlines the key skills needed for call center agents such as communication skills, customer handling, teamwork, telephone etiquette, and the ability to follow instructions. Effective communication techniques, customer handling strategies, teamwork principles, phone etiquettes, vocabulary development, basic math, and analytical problem solving are also summarized.
what is rapport
how to deal with customers
how to create a relationship with customer to get maximum benefit
customer needs
barriers to rapport building
The document provides guidelines for proper telephone etiquette and customer service. It recommends answering calls before the third ring, greeting the caller politely, introducing yourself, and asking how you can help. It stresses focusing attention on the caller, placing them on hold no longer than 30 seconds, and transferring calls only when necessary. The tone, pitch, and courtesy used are important in making a good impression over the phone. Handling angry callers, multi-tasking, and avoiding rude phrases are also addressed.
This document outlines a workshop on effective communication skills. It discusses defining communication and understanding the communication process. It covers overcoming barriers in the communication process, practicing active listening, and tips to improve verbal and non-verbal communication. The document provides details on the communication process, common communication methods, listening skills, improving existing communication levels, and tips for improving body language. The overall workshop aims to help participants enhance their communication abilities for professional success.
The document outlines best practices for telephone etiquette and techniques. It discusses how to make a positive first impression, project a professional image, and use an effective telephone voice. It provides tips for greeting callers, placing calls on hold, transferring calls, answering questions, and closing calls in a polite and helpful manner. The goal is to facilitate positive interactions and build strong customer relationships over the phone.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
The document provides guidelines for proper telephone etiquette. It recommends answering the phone within three rings, greeting the caller, and stating your name. It also suggests asking how you can help the customer. The document outlines using a normal tone of voice, speaking clearly, and avoiding swear words. Additional tips include being prepared when answering, smiling, identifying your company, focusing on the customer, and always speaking calmly. Things to avoid are phrases like "I don't know" or "No." Proper telephone etiquette is important for providing good customer service.
Navigating Generational Differences in the Professional EnvironmentMeghan Granito
With five generations meeting in the workplace for the first time in history, we are challenged daily to understand the attitudes, values, and demands of our coworkers, customers, and the public in general. Understanding the similarities and differences between the generations, including distinct preferences for how to communicate effectively, is key to successful relationships.
Companies outsource call center operations to reduce costs and increase flexibility. Outsourcing allows companies to avoid the high fixed costs of operating their own call centers. It provides expertise and quality service at a lower variable cost. While outsourcing improves productivity and cuts equipment and facility costs, it can also lack quality if the outsourced call centers do not fully understand the company's products and services. Overall, the document concludes that the cost savings and productivity gains of outsourcing call centers outweigh the potential negative effects.
The document provides guidelines for effective telephone etiquette and handling of customer calls. It outlines basic rules for answering calls quickly, speaking clearly at an appropriate pace, listening attentively without interruption, and repeating information to show understanding. Do's include greeting the caller, identifying yourself, speaking respectfully, and providing helpful information, while don'ts involve things like leaving calls unanswered, interrupting, or losing your temper. The document also gives tips for appropriately handling angry customers by showing empathy, explaining options, and ending interactions pleasantly.
How Hiring Managers Can Interview Like a ProReuben Rail
How to Interview as a Manager - often times during interviews the hiring manager or supervisor only considers how the person applying should act, and not how they themselves should come across.
This simple presentation offers steps and advice on how Hiring Managers can best conduct themselves so they can make a great first impression on all interviewees, and attract the best talent.
The document provides guidelines for proper telephone etiquette. It discusses the importance of telephone etiquette for meeting call objectives, keeping customers happy, and maintaining a positive company image and reputation. It outlines best practices for pre-call preparation, call openings by greeting callers warmly and identifying yourself, conversing respectfully with customers, placing callers on hold appropriately, and closing calls on a positive note. The key aspects are presenting a professional demeanor, being polite and patient, and maintaining a positive attitude throughout interactions.
This document discusses the importance of building rapport between teachers and students. It defines rapport as the trust and respect in the relationship that allows the teacher to understand the student's perspective. Developing rapport increases student enjoyment of and motivation for the class. The document provides tips for teachers to build rapport such as using students' names, sharing personal experiences, rewarding comments, and being enthusiastic about the subject. Mirroring students' behaviors and maintaining appropriate body language are also recommended for building strong rapport.
This document provides an overview of soft skills training related to communication. It discusses the importance of communication and defines various communication styles. The document outlines barriers to communication and best practices for verbal, written, and telephone communication including listening skills, questioning techniques, email etiquette, and telephone etiquette. The goal is to understand effective communication strategies and how to improve one's communication abilities.
A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
This standalone presentation was originally created in INTE 6710 at the University of Colorado Denver. It has since been modified to better fit the needs and culture of my organization.
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
The document discusses communication and listening. It defines communication as the process of sending and receiving verbal and non-verbal messages to achieve understanding. It notes that 55% of communication impact comes from body language. The document then discusses listening, defining it as absorbing words and meanings. It describes types of listening including active listening and passive listening. It outlines barriers to effective listening and techniques for overcoming them such as maintaining eye contact and asking open-ended questions. Finally, it provides tips for listening including creating an atmosphere with few distractions and monitoring body language.
Apollo Business Technologies provides outsourced customer service and business process outsourcing solutions. They have 10 years of experience in customer lifecycle management across voice and non-voice contact centers. Their services include inbound and outbound customer support, back office support, and sales services across the US, UK, India and Australia. Apollo aims to optimize resources, reduce costs, build committed relationships and maximize revenue for their clients.
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
This document discusses coaching salespeople. It defines coaching as assisting people to achieve their full potential by focusing on present and future goals. As a sales coach, the main responsibilities are to recruit, develop, motivate and guide the sales team, and control performance. Effective coaching involves pre-call briefing, observing calls, and post-call debriefing. It is important to provide feedback and develop action plans to improve skills and knowledge. Regular coaching calls where the manager observes the salesperson can improve productivity tenfold. Motivation and beliefs also impact performance, in addition to sales processes and product knowledge.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
This document provides training on improving customer service skills over the telephone. It discusses goals of enhancing comfort, confidence, and the university's public image. The training covers defining customer needs, the 5 dimensions of customer service, managing calls, projecting a positive attitude, and techniques for difficult calls. Trainees are taught to recognize customer needs, respond quickly with accurate information, show genuine concern, and follow through reliably. The document also offers guidance for handling angry, abusive, or difficult callers in a calm and empathetic manner.
This document outlines a workshop on effective communication skills. It discusses defining communication and understanding the communication process. It covers overcoming barriers in the communication process, practicing active listening, and tips to improve verbal and non-verbal communication. The document provides details on the communication process, common communication methods, listening skills, improving existing communication levels, and tips for improving body language. The overall workshop aims to help participants enhance their communication abilities for professional success.
The document outlines best practices for telephone etiquette and techniques. It discusses how to make a positive first impression, project a professional image, and use an effective telephone voice. It provides tips for greeting callers, placing calls on hold, transferring calls, answering questions, and closing calls in a polite and helpful manner. The goal is to facilitate positive interactions and build strong customer relationships over the phone.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
The document provides guidelines for proper telephone etiquette. It recommends answering the phone within three rings, greeting the caller, and stating your name. It also suggests asking how you can help the customer. The document outlines using a normal tone of voice, speaking clearly, and avoiding swear words. Additional tips include being prepared when answering, smiling, identifying your company, focusing on the customer, and always speaking calmly. Things to avoid are phrases like "I don't know" or "No." Proper telephone etiquette is important for providing good customer service.
Navigating Generational Differences in the Professional EnvironmentMeghan Granito
With five generations meeting in the workplace for the first time in history, we are challenged daily to understand the attitudes, values, and demands of our coworkers, customers, and the public in general. Understanding the similarities and differences between the generations, including distinct preferences for how to communicate effectively, is key to successful relationships.
Companies outsource call center operations to reduce costs and increase flexibility. Outsourcing allows companies to avoid the high fixed costs of operating their own call centers. It provides expertise and quality service at a lower variable cost. While outsourcing improves productivity and cuts equipment and facility costs, it can also lack quality if the outsourced call centers do not fully understand the company's products and services. Overall, the document concludes that the cost savings and productivity gains of outsourcing call centers outweigh the potential negative effects.
The document provides guidelines for effective telephone etiquette and handling of customer calls. It outlines basic rules for answering calls quickly, speaking clearly at an appropriate pace, listening attentively without interruption, and repeating information to show understanding. Do's include greeting the caller, identifying yourself, speaking respectfully, and providing helpful information, while don'ts involve things like leaving calls unanswered, interrupting, or losing your temper. The document also gives tips for appropriately handling angry customers by showing empathy, explaining options, and ending interactions pleasantly.
How Hiring Managers Can Interview Like a ProReuben Rail
How to Interview as a Manager - often times during interviews the hiring manager or supervisor only considers how the person applying should act, and not how they themselves should come across.
This simple presentation offers steps and advice on how Hiring Managers can best conduct themselves so they can make a great first impression on all interviewees, and attract the best talent.
The document provides guidelines for proper telephone etiquette. It discusses the importance of telephone etiquette for meeting call objectives, keeping customers happy, and maintaining a positive company image and reputation. It outlines best practices for pre-call preparation, call openings by greeting callers warmly and identifying yourself, conversing respectfully with customers, placing callers on hold appropriately, and closing calls on a positive note. The key aspects are presenting a professional demeanor, being polite and patient, and maintaining a positive attitude throughout interactions.
This document discusses the importance of building rapport between teachers and students. It defines rapport as the trust and respect in the relationship that allows the teacher to understand the student's perspective. Developing rapport increases student enjoyment of and motivation for the class. The document provides tips for teachers to build rapport such as using students' names, sharing personal experiences, rewarding comments, and being enthusiastic about the subject. Mirroring students' behaviors and maintaining appropriate body language are also recommended for building strong rapport.
This document provides an overview of soft skills training related to communication. It discusses the importance of communication and defines various communication styles. The document outlines barriers to communication and best practices for verbal, written, and telephone communication including listening skills, questioning techniques, email etiquette, and telephone etiquette. The goal is to understand effective communication strategies and how to improve one's communication abilities.
A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
This standalone presentation was originally created in INTE 6710 at the University of Colorado Denver. It has since been modified to better fit the needs and culture of my organization.
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
The document discusses communication and listening. It defines communication as the process of sending and receiving verbal and non-verbal messages to achieve understanding. It notes that 55% of communication impact comes from body language. The document then discusses listening, defining it as absorbing words and meanings. It describes types of listening including active listening and passive listening. It outlines barriers to effective listening and techniques for overcoming them such as maintaining eye contact and asking open-ended questions. Finally, it provides tips for listening including creating an atmosphere with few distractions and monitoring body language.
Apollo Business Technologies provides outsourced customer service and business process outsourcing solutions. They have 10 years of experience in customer lifecycle management across voice and non-voice contact centers. Their services include inbound and outbound customer support, back office support, and sales services across the US, UK, India and Australia. Apollo aims to optimize resources, reduce costs, build committed relationships and maximize revenue for their clients.
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
This document discusses coaching salespeople. It defines coaching as assisting people to achieve their full potential by focusing on present and future goals. As a sales coach, the main responsibilities are to recruit, develop, motivate and guide the sales team, and control performance. Effective coaching involves pre-call briefing, observing calls, and post-call debriefing. It is important to provide feedback and develop action plans to improve skills and knowledge. Regular coaching calls where the manager observes the salesperson can improve productivity tenfold. Motivation and beliefs also impact performance, in addition to sales processes and product knowledge.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
This document provides training on improving customer service skills over the telephone. It discusses goals of enhancing comfort, confidence, and the university's public image. The training covers defining customer needs, the 5 dimensions of customer service, managing calls, projecting a positive attitude, and techniques for difficult calls. Trainees are taught to recognize customer needs, respond quickly with accurate information, show genuine concern, and follow through reliably. The document also offers guidance for handling angry, abusive, or difficult callers in a calm and empathetic manner.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Telephone Doctor_Customer Service Training_CertificatesScarlett Cameron
The document outlines the topics covered in a Telephone Doctor customer service training program, including listening skills, questioning techniques, handling difficult customers, building relationships, and selling skills. It provides an overview of essential telephone and customer service skills training across multiple sessions focused on service quality and customer satisfaction.
Delivering exceptional telephone customer serviceWillie Johnson
This document discusses the importance of customer service and providing exceptional telephone customer service. It emphasizes that customer service is an attitude, not a department. It outlines steps to outstanding customer service like empathy, responsiveness, and reliability. It discusses maintaining positive customer relationships and techniques for handling different customer types like irate customers or interruptors. The document stresses that as a customer service representative, you are representing your company and should communicate with customers with a positive attitude.
This is a Training PowerPoint I created for effective telephone skills. I created this document in an Advanced Public Speaking course focused on training.
Vocabulary and expressions used to make a phone callEncarni González
This document provides vocabulary and expressions for making phone calls. It includes terms for different types of phones, phone numbers, activities related to calling, and expressions used during calls. It then provides two sample phone call sketches as examples - the first involves a student asking another on a date over the phone, and the second involves a man calling a woman's house looking for her but speaking to her boyfriend instead.
I'm afraid Mr. Rahul isn't available at the moment. He's in a meeting that will last until noon. Would you like me to take a message?
33
Yes, please. Can you tell him that
John Smith from Cambridge
University called regarding the
seminar next month. My number is
555-1234. Thank you.
Certainly, I'll pass that message along. Thank you for calling and have a good day.
You're welcome. Thank you.
Goodbye.
34
35
Good afternoon. ABC Company,
how may I direct your call?
Good afternoon. Can I please speak to
Ms. Lee?
Just one
The document provides guidance on proper telephone etiquette and call handling procedures for hotel staff. It outlines best practices for answering calls, such as greeting the caller, identifying yourself and your department, listening attentively, taking messages, and using common phrases. Specific tips are given for internal vs external calls, transferring calls, putting callers on hold, and delivering messages. The document also lists "do's and don'ts" and provides examples of both good and bad telephone practices in a hotel or restaurant setting.
This document provides guidance on proper telephone etiquette and skills. The objectives are to state the importance of professional telephone service, provide suitable greetings and farewells, use the phone effectively by transferring or placing calls on hold properly, and taking messages. Key tips include answering promptly, identifying yourself and department, offering assistance, asking permission to place on hold, explaining delays, informing callers of transfers, staying on the line until transfers are complete, taking detailed messages, and ending calls positively by thanking the caller.
This document provides instructions for a 3-4 minute persuasive speech assignment. Students are asked to:
1) Deliver a clear and consistent audio and visual presentation that is 3-4 minutes in length and follows a logical structure with an introduction, main points, and conclusion.
2) Effectively use verbal citations, persuasive techniques like ethos, logos and pathos, and professional communication skills.
3) Record their speech on a collaboration tool to practice oral and written communication skills by convincing leadership to adopt a specific collaboration tool for remote work.
This document provides instructions for a 3-4 minute persuasive speech assignment. Students are asked to:
1) Deliver a clear and consistent audio and visual presentation that is 3-4 minutes in length and follows an organized structure with an introduction, main points, and conclusion.
2) Effectively use verbal citations, persuasive techniques like ethos, logos and pathos, and professional communication skills.
3) Record their speech on a collaboration tool to practice oral and written communication skills by convincing leadership to adopt a specific collaboration tool for remote work.
Topic- Data Base Securities8-10 - page double spaced paper (ma.docxjuliennehar
Topic:- Data Base Securities
8-10 - page double spaced paper (max 12-point font) that will contain the following: Please Check the page 2 how to divide the Sub Topics length
• Cover Page
• Outline (on its own page)
• Abstract
• Introduction for your topic. Also, include a few major statistics about related threats
• What are the top 3 concerns about your topic and why?
• What are your proposed countermeasures to solve the problem?
• Summary
Need 8 References with Citations
Each of the above bullet points should have their own paragraph with substantial detail provided. (not including the references section) Please use proper APA and a minimum of eight unique scholarly references will be needed. Please add a title page to this assignment with the names of all of the group members and the Group Number and provide a final summary Each group will complete an 8-10-page double spaced paper (max 12-point font) that will contain the following: •
SECURITY
OUTLINE
ABSTRACT (4-6 sentences)
· A brief summary of a research article
· Understand the purpose of the paper
INTRODUCTION (1-2)
· Introduce the topic
· Data Base Securities, for example (what is it)
· Define the topic
· References that defines your topic
· Define what the paper is about (your topic with security) and the general problem (not specific here, just general)
ISSUES (3-4 pages)
· Concern 1 and why (Ex. Data Breaches
· Concern 2 and why (Ex. Data Corruption and/or loss
· Concern 3 and why (Ex. Stolen Database Backups
· Add your statistics with concerns or separate
COUNTERMEASURES (2-4 pages)
· How do we address it (Countermeasures, fix, eliminate it, remove it, slow it down)
· How do you address Concern 1
· How do you address Concern 2
· How do you address Concern 3
SUMMARY
Summary (half page)
· A concise restatement of what you just wrote
· Re-introduce the topic
· Brief summary of the concern or concerns
· Brief update of how the overall problem can be solved
· What knowledge has the reader now acquired
REFERENCES
· References (minimum 8 references) with matching in-text citations
BUS407 Week 9 Scenario Script: Additional Training
Slide #
Scene/Interaction
Narration
Slide 1
Scene 1 / Taormina Conference Room
(Talking to the student)
Deborah: Hello!
Last week, we reviewed the importance of evaluating training programs and we reviewed the steps of the evaluation process.
We also understood how important it is to evaluate the process data and the outcome data. During the past eight weeks, we have covered the steps of the training design process.
Using the training process model, we have successfully created a training program for Taormina’s call center employees. Creating this training program for the call center is a great short-term plan. However, the company will need many other training programs in the long-term.
Today, we will review five key areas of organizational training. These areas are orientation training, diversity train ...
This document provides a participant guide for an online training session titled "Creating Movement & Momentum in the Virtual Classroom". The guide includes information on objectives, activities, tools, and instructions. It outlines 6 activities to help participants interact and collaborate in virtual classrooms. The activities utilize tools like audio breakout rooms, file sharing, and annotation tools to move participation beyond a passive experience.
This training document provides guidance for a session on identifying leadership styles. The objective is for participants to learn and apply the five main leadership styles: authoritarian, democratic, laissez-faire, transactional, and transformational. The 30-minute training involves introducing the styles, showing relevant examples, and having participants engage in role-playing activities to practice identifying styles. The document provides a detailed script and timeline to help the trainer effectively lead discussions, activities, and recaps to meet the learning objectives.
Our experience and insight March 2020
Making virtual workshops work
The document discusses lessons learned from facilitating successful virtual workshops. It provides tips for planning virtual workshops, such as preparing an agenda with assigned tasks, designing interactive activities, and having clear roles for coordinators. It also recommends setting expectations for participants, maintaining an outside-in perspective by involving customers and experts, facilitating like being in a physical room, and using technology tools to capture perspectives. An example agenda is provided that incorporated pre-reading, breakout groups, customer interviews, expert presentations, reflection, and implications discussions. The overall message is that with proper planning, virtual workshops can be an effective alternative to in-person sessions.
1. The document outlines a training program for new employees in the adult novelty wholesale sales industry. It covers 4 steps: team assignments, interactive product training, a company overview, and conclusion/feedback.
2. Trainees are divided into random teams and participate in interactive product training with manufacturers. They also learn about the company's marketing, purchasing, accounting, and warehouse operations departments.
3. The second part of training involves shadowing junior and senior salespeople and then training with the Sales Director to practice phone calls before starting as a junior salesperson.
This document discusses communication skills and effective presentations. It covers:
- Communication is a complex two-way process that often breaks down, so clarity and simplicity are important to minimize misunderstandings.
- Giving presentations requires understanding the communication process and practicing skills. Presenters must check for misunderstandings in the audience.
- When designing a presentation, identify 3-5 key points to focus on. Determine the sequence based on audience priorities. Structure the presentation with an introduction, main body divided into sections for each key point, and conclusion.
Staying On Track With Virtual Teams- Web Version 092010tmharpster
This session explores the promise and challenge of virtual teaming. Using a simulation to demonstrate the real-world challenges, participants gain insight into the issues that commonly trip up virtual team members - and identify strategies for overcoming these challenges.
This module is about helping the learners identify the skills and abilities that will help them in determining the most realistic profession and career for them.
The learners’ knowledge of their skills and abilities will enable them to easily make career decisions that match their potentials and expertise. Facilitating the learners’ skills assessment will aid them in making career choices that will empower them to maximize the available local and foreign opportunities after they exit from the senior high school curriculum.
This document provides guidance to help learners identify their skills and choose a career path. It outlines several activities, including having learners sort skills, complete a career progression sheet to match their skills to job openings, and reflect on scenarios highlighting the importance of soft skills. A lecturette explains the difference between hard technical skills and soft skills like attitude, which are highly valued by employers. The goal is to help learners understand their qualifications and choose a satisfying long-term career.
Eng 315 Enthusiastic Study / snaptutorial.comStephenson47
1.Which of the following is true of personal space requirements?
2 As one of 11 federal agencies under the Department of Health and Human Services, the CDC must coordinate its efforts to protect citizens from epidemics with the CIA, the FBI, and the Department of Homeland Security. Communications with these other agencies is an example of
Eng 315 Massive Success / snaptutorial.comNorrisMistryv
1.Which of the following is true of personal space requirements?
2 As one of 11 federal agencies under the Department of Health and Human Services, the CDC must coordinate its efforts to protect citizens from epidemics with the CIA, the FBI, and the Department of Homeland Security. Communications with these other agencies is an example of
For more classes visit
www.snaptutorial.com
1.Which of the following is true of personal space requirements?
2 As one of 11 federal agencies under the Department of Health and Human Services, the CDC must coordinate its efforts to protect citizens from epidemics with
Scripting and training for effective fundraising callsAlbert Melfo
The document provides guidance on training student callers to conduct effective fundraising calls through scripting. It discusses:
1) The call process consists of 5 steps - introduction, engagement, case for giving, negotiation, and close - with objectives for each step to move the prospect closer to a gift.
2) Training should focus on helping callers understand this call structure and treating scripts as a guide rather than verbatim text.
3) The introduction is critical to set the right tone and gain permission to continue. Callers must master techniques like tone, pacing, and inflection within the first 5-10 seconds.
This document provides an overview of a career guidance module that teaches students about lifelong skills. It includes several activities:
1. A game to identify famous people who achieved academic and career success. This aims to motivate students by providing role models.
2. A "Labor Market Carousel" activity where students learn about in-demand industries and jobs in their community along with needed skills. This helps students plan career goals.
3. A lecture on how work is changing due to trends like technology and outsourcing. Students learn about lifelong learning and 7 key "C" skills of critical thinking, creativity, collaboration, and more.
4. Application activities where students relate skills to career prospects and assess
This document outlines the slides for a "Train the Trainer" presentation on time management. It introduces the presenter and their background, discusses the learner audience which includes different generations, and explains how the presentation will address different learning styles through activities, videos, and handouts. Metrics for assessing the training's impact are described, such as case studies and daily scheduling exercises. The presentation will prepare learners through pre-work and reinforce learning through follow-up questions and scorecards.
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2. Effective Telephone Skills for
Receiving Calls
Blake Allan Miller
Missouri State University
Blake968@live.missouristate.edu
m: 417-259-2587 | p: 417-616-3226
www.BlakeAllanMiller.com
3. Effective Telephone Skills for
Receiving Calls
Table of Contents
Training Objectives ..........................................................02
Training Outline.................................................................02
Training Preparation ........................................................04
Training Script....................................................................05
PowerPoint Slides..............................................................18
Trainee Handout...............................................................28
Activity 1 ............................................................................30
Activity 2 ............................................................................33
References ........................................................................43
4. Effective Telephone Skills for
Receiving Calls
Training Objectives
Following this page will be a description of each training objective and the
different content within the training that will help each trainee achieve the
two objectives.
5. Training Objectives
Objective One: By the end of the training, trainees will be able to answer phone calls from the
public by using the four-step process.
The trainees will look at two different scripted phone calls to get a good idea of an effective
phone call. Each trainee will then proceed to mark the different steps in action on the
scripted phone call.
The training will start off with an ice breaker that will lead the trainees into thinking about
various ways that trainees use their phones. This will allow the trainees to start thinking and
understanding different uses for telephones. The trainees and the trainer will then proceed to
look at the PowerPoint and look at the different mock phone call scripts. This will allow each
trainee to understand and apply the four-step process. There will be a short discussion at why
each step was applied at a certain location and if there would be a better placement.
The trainees will then divide into three or four different tables to look at two different
mock phone call scripts. The trainees will apply the four-step to the scripted calls and discuss
the placement of each step. The trainees will then come back as a whole group and discuss
the results of each application of the four-step process.
If there are trainees learning at a distance, then have the trainees apply the four-step
process on their own. They can watch the examples being done in the training session and do
the activity in a similar fashion.
Objective Two: By the end of the training, trainees will be able to effectively talk with high
profile individuals.
-High Profile – people who are famous in the world.
-High Profile – people who have influence within the Bass Pro community.
The trainees will each do different mock telephone calls with a high profile individual from
the Bass Pro community or a famous person in the world. They will use their notes and the
scripted phone calls as a starting point to actually perform the skills desired.
After the first activity, the trainees will divide into pairs and do the second activity. There
are ten different mock phone call examples for the trainees to attempt. They will be able to do
four or five different examples and attempt to talk with high profile individuals by using the four-
step process and any notes that they have taken. After each phone call the trainees will be
able to give each other feedback on how well each step was met.
If there are trainees learning at a distance, then have the trainees create a working script
for two or three of the examples from activity two. This will give them a chance to do know
what a call feels like without actually giving one.
2
6. Effective Telephone Skills for
Receiving Calls
Training Outline
Following this page will be a two page outline for this training. The outline
will focus on the key points from the training as a whole.
7. Training Outline
Set Induction (3 - 5 minutes)
Welcome and introduction.
Attention grabber
Ask the trainees if they have ever talked to someone who would be considered high
profile at their business, organization, school, etc.
Give an example of a high profile call from Bass Pro Shops.
Agenda
Training Objectives
By the end of the training, trainees will be able to answer phone calls from the public
by using the four-step process.
By the end of the training, trainees will be able to effectively talk with high profile
individuals.
High Profile - people who are considered famous in the world
High Profile - people who have influence in the Bass Pro community.
Tell (5 - 7 minutes)
Explain the four-step process to effectively and efficiently answering phone calls for the
general public and high profile individuals.
1. Take a deep breath before answering the phone
2. Use four answering courtesies
3. Help the caller and listen attentively
4. Close the conversation
Show (1 - 2 minutes)
Show an example of a successful phone call with someone from the general public.
Show an example of a successful phone will a high profile individual.
Invite (10 - 15 minutes)
Activity One
Have everyone divide into groups of three or four to look at the two different scripted
phone calls. Have the groups apply the four-step method to the scripted call. Each
group should discuss if the steps were applied correctly, if the call could have been
4
8. Training Outline
improved, or if it was done in a pleasant manner.
Gather everyone back together to discuss the two scripted phone calls to see if there
is a consensus. Get feedback from the different group members
Activity Two
Have the tables divide into pairs to do a role-play.
Have each individual look at the handout that is specific to them (either a calling or
the operator). Each handout highlights various techniques to help the caller. There
are set phrases on the handout that must be said in the conversation.
After each phone call, have the pairs give feedback on how well each step was
applied and overall effectiveness of the phone call.
After the first round of role-playing, have each person find a new partner to do a new
role-play scenario. Keep going until every person has done four or five different role-
play scenarios with four or five different people.
Provide feedback, encourage, and correct.
Discussion (1 - 2 minutes)
After each members have had a chance to role-play four or five times, lead everyone in a
group discussion about the activity.
How did everyone fill throughout the activity?
Questions (1 - 2 minutes)
Ask if anyone has any questions.
Conclusion (2 - 3 minutes)
Did you learn something new?
Recap the four-step process to answer the telephone from callers who are either from the
general public or a high profile individual.
How can we use these steps in our lives today?
How can we use these steps and the information given in the future?
5
9. Effective Telephone Skills for
Receiving Calls
Training Preparation
Following this page will be a brief outline of things to accomplish prior to the
training session.
10. Training Preparation
Here is a list of things to do before having the training session on effective telephone skills.
Print off the appropriate number of handouts for each trainee. (Print extras just in case.)
Print off enough copies of the Activity One phone call script to have about two or three at
each table. (Print off a few more just in case.)
Have a few extra pens and pencils on hand for the groups to use during the first activity.
Print off the ten “operator” cards for Activity Two.
Fold and put each into a separate envelope marked “operator.”
Number each of these from one to ten. (Each number coordinates with a “caller.”)
Print off the ten “caller” cards for Activity Two.
Fold and put into a separate envelope marked “caller.”
Number each of these from one to ten. (Each number coordinates with an
“operator.”)
Arrive 30 - 45 minutes before the start of the session.
Load PowerPoint on the computer to make sure everything is in working order.
Put the different materials on the tables for each trainee, Activity One, and Activity Two.
Practice if needed.
The following is a working scrip to help guide the presentation.
7
11. Effective Telephone Skills for
Receiving Calls
Training Script
Following this page will be a detailed training script for you to read to get
prepared for the training or during the training. The script will coordinate
with the PowerPoint and each slide is marked in the script. There are also
tips in italics and gray throughout the working script.
12. Training Script
Set Induction (3 - 5 minutes)
Slide One
Hello everyone! I would like to personally welcome you to the training on effective
telephone skills. My name is ______________________.
If there are trainees who are learning from a distance welcome them to the
training. Let them know that you will keep the informed throughout the training
while also keeping them a part of the group.
How many of you have ever talked with someone who could be considered high
profile at your place of business, organization, school, etc.?
You may describe what a high profile call could be considered. This may help
them think of a high profile call.
A high profile caller would be someone who is considered famous in the world
or has influence in their company, organization, or etc.
Give an example of a high profile call.
This is your chance to give them an example of a high profile call that you
have had in your life either from your job, school, or etc.
Slide Two
Now let’s talk about where we are going. I have put the agenda in the PowerPoint
that way you all know what to expect.
First, I am going to tell you a little bit about the Bass Pro Shops Switchboard. This
will help you see first hand what to expect.
We will then look at the training objectives for the day.
I will then tell you the four-step method to answering a telephone call from the
general public and form high profile individuals.
Next we will look at a couple of examples of a successful telephone calls.
We will then move right into the activities for the day.
Finally, we will wrap things up and discuss a few things at the end.
Slide Three
The Bass Pro Switchboard has about 8 to 9 employees at a time. There are only a
maximum of four people in the room at a time. The room is extremely small. I will
show you a picture of a desk, so you get the picture.
9
13. Training Script continued
Slide Four
This is about 1/4 of the whole room. It is extremely tiny and it can be difficult to
concentrate when answering the phone, which we will discuss later on in the
PowerPoint. Now let’s look at the training objectives for today.
Slide Five
By the end of the training, trainees will be able to answer phone calls from the public
by using the four-step method.
By the end of the training, trainees will also be able to effectively talk with high profile
individuals.
Tell (5 - 7 minutes)
Slide Six
Now that we know the training objectives, let jump right into the four-step method to
effectively answering phone calls. I will discuss each step separately in just a
moment.
Make sure you point out to the trainees who are physically there and the
online trainees that the handout at each table AND online will have the four-
step methods. You can ask them to follow along.
1. Take a deep breath before answering the phone.
2. Use four answering courtesies.
3. Help the caller and listen attentively.
4. Close the conversation.
Slide Seven
Step One - Take a deep breath. It is important to take this deep breath because it
sets the tone for the entire phone call.
It helps organize your thoughts before answering the call
Helps you sound more alert and awake while you are on the phone
And it also helps you mentally prepare yourself for the call
You may want to have the entire class take a deep breath. This will break up
the talking for a bit and get everyone focused and alert.
Slide Eight
Step Two - Use the four answering courtesies when you are answering 10
14. Training Script continued
the phone
The first answering courtesies is to greet the caller
Then you need to state the name of the company that is being called.
This is only if the person who is answering the phone is at a business or
organization. It is not necessary to state a business name when answering a
personal call.
The third courtesy is to state your name when appropriate.
It is not always necessary to say your name when you are answering a phone.
Some calls at a business do not require your name, unless you are asked.
You also do not need to state your name for a personal phone call.
The fourth and final courtesy is to ask the caller how you can help them.
Slide Nine
Step Three - Help the caller and listen attentively.
Get rid of all distractions. This could be your phone if you are at work, Pinterest,
Facebook, homework, or anything that does not allow you to focus to the caller.
You will need to ask follow-up questions. This will ensure that you are indeed
listening and it will also help you get a clearer picture.
Don’t interrupt the caller. If you do not like this in person, it is even worse while on
the phone. This can sometimes be very difficult because you are not able to see the
other person.
Finally, recap important facts. This is essential because it lets the caller know that
you are listening and it will also ensure that you get them to the correct location.
Explain that these are also crucial steps to effective listening.
If you have time, you may give them the chance to turn around in their seats
(facing away from you). Have a few people talk to each other to create a
distraction. Ask a couple of people to play on their phone while you are talking
next. Tell them a story that will take about one minute or so and have them
take notes. Then ask them different groups (Phone users, talkers, and
listeners) to recap the important facts you went over .This will show them how
difficult it can be when they are not paying attention.
Slide Ten
Step Four - Close the conversation.
11
15. Training Script continued
At this point, you will thank the caller for their time.
You also need to show your appreciation for the call.
Make sure you have helped the customer and end on good terms. You, as a
business, value their time and them as a customer.
At this point, you may ask people in the audience the four different steps. You
may also see the benefit in asking them to give an example of how to use
each step.
Show (1 - 2 minutes)
Slide Eleven
Now we are going to go through the first mock store call. I need someone to be the
caller, does anyone want to volunteer for that?
If someone does not volunteer, you need to jus choose someone out of the
trainee section.
MOCK STORE CALL
After the call, get feedback on where each step was placed and why.
Operator (THIS IS YOU): Good fishing and hunting, Bass Pro.
This is the greeting. It is also where the caller states the company that is being
called. This ensures that the person is calling the correct place.
Caller (THIS IS THE TRAINEE): Hey, Bass Pro.
Operator: Hello, how may I help you?
You are asking them directly how you can help the caller. (STEP TWO).
Caller: I would like to talk with the hunting department.
Operator: Okay, which section of the hunting department?
It is important to ask follow-up questions if you need more information. This is
also a form of paraphrasing which will let the caller know you are listening.
(STEP THREE).
Caller: Hunting supplies.
Operator: Unfortunately our hunting department is divided into different sections.
Could you be a little more specific?
Again, it is important to ask follow-up questions. (STEP THREE).
12
16. Training Script continued
Caller: I am interested in buying a gun.
Operator: One moment please and I will get you connected.
This shows that you have helped the caller get what they needed. This is also
a form of ending the phone call. (STEP FOUR).
Thank the person who volunteered or you coerced into helping.
Slide Twelve
MOCK STORE CALL 2
Same as the first example. Get feedback at the end of this call. It is important
for them to see where each step is being placed and why. They will need this
information for the first and second activity.
Get two volunteers this time. Have two different people read this time. It will
give them a chance to see how it is done.
Operator (PERSON 1): Good fishing and hunting, Bass Pro.
Again, it is important to greet the customer and state the name of the
company. (STEP TWO).
Caller (PERSON 2): I would like to talk with the camping department please.
Operator: One moment please and I will get you connected.
Inform them that it is sometimes extremely easy to get people connected to
where they need to go.
STEP TWO - Helping the caller.
STEP THREE - Not interrupting the caller.
STEP FOUR - Closed the conversation.
LATER ON
Let the trainees know that time is passing.
Operator: Good fishing and hunting, Bass Pro.
Greeted the caller and stated the name of the company. (STEP TWO).
Caller: Yea, I wanted the camping department, but no one answered. Is anyone
working down there?
Operator: I do apologize for that, but we are very busy. I am going to place you on
hold and try to get someone for you from the camping department.
13
17. Training Script continued
This has a few steps being applied to it one time:
STEP THREE - You have let the caller know that it is the camping department
which shows you are listening
STEP FOUR - Do not leave the conversation unless the customer is satisfied
and you have helped them
Caller: Okay.
PLACE CALLER ON HOLD AND GET SOMEONE
Operator: I have someone from our camping department on the phone for you now.
Again, a couple of steps going on here
STEP THREE - You are again restating that it is the camping department
which shows you are still remembering
STEP FOUR - You have helped the caller by getting someone on the phone.
Caller: Thank you.
Now that everyone has had a chance to see a real call from Bass Pro Shops, why
don’t we start with our first activity so you can get a little more experience.
Invite (10 - 15 minutes)
Slide Thirteen
Activity One (3 - 5 minutes)
Now that we know the four-step method and can apply it to a scripted call, lets try it
on our own in groups.
Distance Trainees: Let them know that you will explain the activity to them
after you have explained it to everyone in the room first.
We are going to divide into groups, but stay at your tables. Everyone should have an
equal amount of people and activity sheets. I have posted the directions on the
PowerPoint, but they are also on the activity sheet for you to look at.
I want everyone to look at the corporate caller script. This is just like the one we did
before, but it is for the corporate offices now.
I want you to discuss as a group where each step is being applied and why. Make
sure you all work together.
Could things be done differently? What?
Please, feel free to write on the sheets.
14
18. Training Script continued
Distance learners: Talk to the distance learners and let them know that they
have the same activity available to them. Go ahead and give them the same
instructions that you gave the trainees who are attending the training.
Make sure you have them write down any thoughts that they may have
throughout this activity.
What could they do differently? What could the operator do differently?
Walk around the room and make sure everyone is staying on task. Can you
give them any feedback or help?
Encourage and Correct
Okay everyone, lets come back and discuss as a group how this activity was.
Have a table share what they learned and where they put each step into
action. Did everyone get the same results? Who had different results? Why?
It is important to make sure they are reflecting on this activity.
Slide Fourteen
Activity Two (7 - 10 minutes)
Now that we have had some practice going over a couple of scripted calls, lets do
some role-playing.
Distance Trainees: Make sure you will be with them after you discuss the
activity with the trainees who are here in the room.
I need everyone to take an envelope from your table. You will see two different types
of envelopes: one labeled as an “operator” and one labeled as a “caller.” Take an
envelope and find the person who has the opposite of yours with the same number.
For example: Caller 1 goes with Operator 1
The person who has the same number as you is your partner for this round.
Read your cards to yourself and do not let the other person read them.
Find a secluded location in the room and sit back to back. This will help you feel like
you are talking with someone who is not in the same room as you.
Use your cell phones to get even more into the role-playing.
Do the mock phone call - use the example scripts for help and any notes you have
written.
Once you have done this phone call, give each other some feedback on how
15
19. Training Script continued
they did.
Switch cards with someone else and change positions. This will give everyone an
equal chance on how to do the calling.
After the first two rounds, get a new card and find a new partner.
Distance Trainees: Tell them that you are glad that they are still watching and
inform them that they should have a couple of documents online for this
activity.
The first task you need them to do is to use the scenario’s listed on activity 2A.
There are instructions on this, but have them follow along with you.
The first thing they need to do is read through the scenario. They will then
need to create a script, just like the examples, for this particular activity. Have
a couple of people sit close to the camera as a demonstration. Send the script
to you, the trainer, so you can evaluate their work.
After they have created the working script, have them do a mock phone call in
one of two ways:
First, they can find a friend and perform the phone call just like everyone else
in the room.
Second, they can have a one sided phone call by recording themselves online
and sending it to you the trainer. This will allow you to give some feedback.
Have them sit tight and you will be back with some more questions at the end
and wish them good luck.
Room: Walk around the room: encourage and correct.
Discussion (1 - 2 minutes)
Slide Fifteen
How did you feel about this activity? Why?
How did you feel during this activity? Why?
Was it weird trying to talk to someone without being able to see them?
Is it difficult to pay attention to a phone call with a lot of noise in the
background? How can you help this?
What are your thoughts overall so far?
16
20. Training Script continued
Questions (1 - 2 minutes)
Does anyone have any questions?
You may not have a need of this. If everyone seems to be getting the idea,
then this could become obsolete and give you some extra time.
Conclusion (2 - 3 minutes)
Slide Sixteen
Did you learn something new?
If they just say yes, make sure you ask them what. You should have some
time here to get everyone to think about something they learned.
You can also have them write something they learned down. This will also be
help them remember. IF YOU DO THIS make sure you address the Distance
Trainees so they can too.
What is the four-step method to answering a phone call? (call on someone?)
1. Take a deep breath
2. Use four answering courtesies
3. Help the caller and listen attentively
4. Close the call
How can we use this information in our lives now?
How can we use this information in the future?
Finishing Thoughts:
Leave them with something clever or memorable about the training. This
gives you a chance to make sure they have something to “take” home with
them.
Thank everyone for attending.
Distance Trainees: Make sure you thank the Distance Trainees too!
Slide Seventeen
References
17
21. Effective Telephone Skills for
Receiving Calls
PowerPoint Slides
Following this page will be the PowerPoint slides for this training. The
PowerPoint is ready to go and can be used as is. The PowerPoint also
matches everything that was stated in the script.
24. PowerPoint Slides
21
Training Objectives
• By the end of the training:
• Trainees will be able to answer phone calls from
the public by using the four-step method.
• Trainees will be able to effectively talk with high
profile individuals.
Four-Step Method
1. Take a deep breath before answering the
phone (Obarski, 2014).
2. Use four answering courtesies (Kennedy Allbon
Tane, 2014).
3. Help the caller and listen attentively (Obarski,
2014).
4. Close the conversation (Kennedy Allbon Tane,
2014).
5
6
25. PowerPoint Slides
22
7
8
Step One
• Take a deep breath (Obarski, 2014).
• Organize thoughts before calls
• Helps sound alert and awake
• Prepare for the call
Step Two
• Use four answering courtesies (Kennedy Allbon
Tane, 2014).
• Greet the caller
• Name the company that is being called
• State your name when appropriate
• Ask how you can help the caller
26. PowerPoint Slides
23
9
10
Step Three
• Help the caller and listen attentively (Obarski,
2014).
• Get rid of distractions (Knott, 2008)
• Ask follow-up questions (Knott, 2008)
• Don’t interrupt the caller (Knott, 2008)
• Recap important facts (Knott, 2008)
Step Four
• Close the conversation (Kennedy Allbon Tane,
2014).
• Thank the caller
• Appreciation
• End on good terms
27. PowerPoint Slides
24
11
12
Mock Store Call 1
• Operator: Good fishing and hunting, Bass Pro.
• Caller: Hey, Bass Pro.
• Operator: Hello, how may I help you?
• Caller: I would like to talk with the hunting
department.
• Operator: Okay, which section of the hunting
department?
• Caller: Hunting supplies.
• Operator: Unfortunately our hunting department is
divided into many different sections. Could you be
a little more specific?
• Caller: I am interested in buying a gun.
• Operator: One moment please and I will get you
connected.
Mock Store Call 2
• Operator: Good fishing and hunting, Bass Pro.
• Caller: I would like to talk with the camping department please.
• Operator: One moment and I will get you connected.
• …later on
• Operator: Good fishing and hunting, Bass Pro.
• Caller: Yea, I wanted the camping department, but no one
answered. Is anyone working down there?
• Operator: I do apologize for that, but we are very busy. I am going
to put you on hold and try to get someone for you from the
camping department.
• Caller: Okay.
• (Places caller on hold. Gets an associate in camping on the
phone.)
• Operator: I have someone from our camping department on the
phone for you now.
• Caller: Thank you.
28. PowerPoint Slides
25
13
14
Activity One
• Use the tables as groups.
• Look at the corporate call script.
• Discuss in your groups where each step is being
applied and why.
• Could things be done differently? What?
• Feel free to write on the sheets.
Activity Two
• Take an envelope from your table.
• Find the envelope with the same number as
yours – pair up with that person.
• Read your cards to yourself.
• Find a location and sit back-to-back.
• Use your cell phones to create the
environment.
• Do the mock phone call – use the scripts for
help.
• Repeat.
29. PowerPoint Slides
26
15
16
Discussion
• How did you feel about this activity?
• How did you feel during the mock phone call?
• Why?
Conclusion
• Did you learn something new?
• Four-step process of answering a phone call.
• How can we use this information now?
• How can we use this information in the future?
30. PowerPoint Slides
27
17
References
Kennedy Allbon Tane. (2014). Professional telephone skills
guide for your staff. Kennedy Allbon Tane. Retrieved
November 10, 2014, from
http://www.accountantsnorthland.co.nz/news/professional-
telephone-skills-guide-for-your-staff/
Knott, C. (2008). Ten tips to improve listening skills on the
telephone. CallCenterHelper. Retrieved November 10, 2014,
from http://www.callcentrehelper.com/ten-tips-to-improve-
listening-skills-on-the-telephone-1534.htm
Obarski, A. (2014). 5 tips for better telephone skills. Business
Know How. Retrieved November 10, 2014 from
http://www.businessknowhow.com/marketing/telephone-
skills.htm
31. Effective Telephone Skills for
Receiving Calls
Trainee Handout
Following this page is the handout for the trainees.
33. Effective Telephone Skills for
Receiving Calls
Activity One
Following this page is the first activity for the trainees in the building and the
online trainees.
34. Telephone Skills: Activity 1
3131
Activity 1A: Corporate Calls
Operator: Good fishing and hunting, Bass Pro.
Caller: Hello, may I ask whom I am speaking with?
Operator: I am the operator for Bass Pro, Blake.
Caller: Hello, Blake. I have a new idea that I think Bass Pro would just love. Do you think you could help
me?
Operator: Yes, I could definitely help you, but I am going to need a little more information to get you to the
correct person.
Caller: Well, I do not want to share that information; can’t you just connect me to someone in the company?
Operator: Unfortunately, I cannot just connect you to anyone. We have quite a few people in our corporate
offices that handle different aspects of the company. If you could just tell me a little information I could get you
connected to someone who could help you.
Caller: Fine. I have a new idea for a product that would go over great within Bass Pro.
Operator: Okay, that would be within our Merchandising department; could you tell me what kind of product
it is so I can get you to the specific person who handles that product?
Caller: It is a revolutionary fishing reel.
Operator: Okay, Dave Hinke would handle that and his assistant is Joyce Kelberer. One moment and I will
connect you with Joyce.
Caller: Thank you.
Activity 1B: High Profile Call.
Operator: Hello, John, this is (insert your name).
John: Hello, (insert your partner’s name). How are you doing today?
Operator: I am doing fine today. How are you doing?
John: Well, I am a little cold, but not too bad. Would you mind connecting me with Tony Stewart?
Operator: One moment while I get you connected.
(Dial Tony Stewart’s number. Get him on the phone.)
Tony: Hello?
Operator: Hello, Tony. This is (insert your name) at the Bass Pro Switchboard.
Tony: Hello, how are you today?
Operator: I am doing well, how are you?
Tony: Just fine.
Operator: I have John on the phone for you; would you like to speak with him?
Tony: That is fine. Send him to me.
(Go back to John.)
Operator: John, here is Tony.
John: Thank you.
(Go back to Tony.)
Operator: Tony, here is John
Directions
1. As a group, apply the four-step method for answering phone calls to this scripted call.
2. Write where each step is taking place.
3. Discuss why each step is taking place.
35. Telephone Skills: Online Activity 1
3132
Activity 1A: Corporate Calls
Operator: Good fishing and hunting, Bass Pro.
Caller: Hello, may I ask whom I am speaking with?
Operator: I am the operator for Bass Pro, Blake.
Caller: Hello, Blake. I have a new idea that I think Bass Pro would just love. Do you think you could help
me?
Operator: Yes, I could definitely help you, but I am going to need a little more information to get you to the
correct person.
Caller: Well, I do not want to share that information; can’t you just connect me to someone in the
company?
Operator: Unfortunately, I cannot just connect you to anyone. We have quite a few people in our corporate
offices that handle different aspects of the company. If you could just tell me a little information I could get
you connected to someone who could help you.
Caller: Fine. I have a new idea for a product that would go over great within Bass Pro.
Operator: Okay, that would be within our Merchandising department; could you tell me what kind of
product it is so I can get you to the specific person who handles that product?
Caller: It is a revolutionary fishing reel.
Operator: Okay, Dave Hinke would handle that and his assistant is Joyce Kelberer. One moment and I will
connect you with Joyce.
Caller: Thank you.
Activity 1B: High Profile Call.
Operator: Hello, John, this is (insert your name).
John: Hello, (insert your partner’s name). How are you doing today?
Operator: I am doing fine today. How are you doing?
John: Well, I am a little cold, but not too bad. Would you mind connecting me with Tony Stewart?
Operator: One moment while I get you connected.
(Dial Tony Stewart’s number. Get him on the phone.)
Tony: Hello?
Operator: Hello, Tony. This is (insert your name) at the Bass Pro Switchboard.
Tony: Hello, how are you today?
Operator: I am doing well, how are you?
Tony: Just fine.
Operator: I have John on the phone for you; would you like to speak with him?
Tony: That is fine. Send him to me.
(Go back to John.)
Operator: John, here is Tony.
John: Thank you.
(Go back to Tony.)
Operator: Tony, here is John
Directions
1. Apply the four-step method for answering phone calls to this scripted call.
2. Write where each step is taking place.
3. Why is each step taking place there? Defend your answers
4. Send in your responses to your trainer.
36. Effective Telephone Skills for
Receiving Calls
Activity Two
Following this page is the second activity for the trainees in the building and
the online trainees.
37. 34
Telephone Skills: Activity 2 - CallerActivity 2A - Caller
Description for the caller (1)
You are Kevin Costner the actor. You are a long-time friend with John Morris. You two are
going to be going fishing next month and you want to touch base with him. Your job is to talk to
the operator. Be pleasant, but do not give too much information away.
Common Phrases:
How are you doing today?
Would you mind…?
I really need to speak with him.
You may use the scripted calls as an example for this phone call.
Description for the caller (2)
You are an inventor. You have a crazy new idea for a hunting blind. You have just finished
production and would like to talk to someone at the Bass Pro Corporation. Your job is to get
connected to someone in the merchandising department. You must use the following phrases in
the conversation.
Common Phrases:
My buddy in Alabama told me to call you.
I will probably be famous one day.
Be pleasant, but make sure these two phrases get into the call. You may use the scripted calls as an
example for this phone call.
Description for the caller (3)
You are Kevin Pipes, a friend of John Morris. You just want to talk to John to catch up with him.
Be pleasant and give as much information as you can. You must use the following phrases.
Common Phrases:
It is nothing important.
Send him to me.
How have you been?
Be pleasant and make sure you talk with John. You may use the scripted calls as an example for
this phone call.
Description for the caller (4)
You are an inventor. You have a new idea for a decoy. You are not sure whom you need to speak
with, but you will talk to someone today. You are a little upset because you had to call the
corporate offices. You must use the following phrases in your conversation.
Common Phrases:
Is this the corporate offices for Bass Pro?
I will talk to someone today.
I don’t want to be transferred can’t you help me?
Be pleasant and make sure you get connected with someone in the buying department. You may
use the scripted calls as an example for this phone call.
38. 35
Telephone Skills: Activity 2 - CallerActivity 2A - Caller
Description for the caller (5)
You are Jeanie Morris, John’s wife. You are trying to get ahold of him to let him know that
Uncle David will be coming to visit this weekend. You must use the following phrases in your
conversation.
Common Phrases:
Can you try John for me?
I really need to speak with John.
Be pleasant and make sure you get connected with John. You may use the scripted calls as an
example for this phone call.
Description for the caller (6)
You work for a local marketing agency in New York. You have heard that we are opening a new
store close to your business. You are interested in doing some print advertising for our company.
You are trying to get a name and maybe connected. You must use the following phrases.
Common Phrases:
I have heard you’re opening a new store in New York.
You are opening a new store close to my establishment.
I would love to do the advertising for your company.
Be pleasant and try to get connected with someone in marketing. You may use the scripted calls
as an example for this phone call.
Description for the caller (7)
You are Jamie McMurray, a Nascar driver. You wanted to call and tell him about the race on
Sunday. You feel like you did extremely well and would like to tell John. You must use the
following phrases.
Common Phrases:
Hi, I am Jamie McMurray.
I am a Nascar driver.
I need to tell John how the race went on Sunday.
It is important that I speak with John.
Be pleasant and make sure you get connected to John. You may use the scripted calls as an
example for this phone call.
39. 36
Telephone Skills: Activity 2 - CallerActivity 2A - Caller
Description for the caller (8)
You work a small nonprofit in Iowa. You heard that Bass Pro does donations to certain
charities and would like more information about the process. You must use the following
phrases.
Common Phrases:
I work for a small nonprofit in Iowa, maybe you have heard of it? (Make up a name.)
You would greatly appreciate a donation of some amount.
You are hosting a banquet to help your charity and the donations would be used either to
raise money or we would use the money you donate.
Be pleasant and make sure you get connected to someone. You may use the scripted calls as an
example for this phone call.
Description for the caller (9)
You are John Paul Morris, John’s son. You just went hunting and shot a 12-point buck. You are
extremely excited and you want to tell your dad! You must use the following phrases.
Common Phrases:
Hey, this is John Paul, could you try my dad?
I just shot a 12-point buck, isn’t that exciting?
Be pleasant and make sure you get connected to your DAD. You may use the scripted calls as
an example for this phone call.
Description for the operator (10)
You are interested in hearing more about the marketing department for Bass Pro shops. You are
an extremely wealthy marketing agency with a lot of experience. You feel like you can help our
company a lot. You must use the following phrases.
Common Phrases:
I work for an extremely successful marketing company.
I really think that you guys could benefit from working with my company.
I don’t think you understand the importance of this call.
You are not that pleasant, so act better than the operator. You may use the scripted calls as an
example for this phone call.
40. 37
Telephone Skills: Activity 2 - OperatorActivity 2A - Operator
Description for the operator (1)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (2)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Merchandising Information:
Guns – Dan Lock & Asst. Erica VanDanHandle
Gifts – Bob Olander & Asst. Kim Hamilton
Camping – Bryan Mitchell & Asst. Becky Trammel
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (3)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Don’t give out your last name! You may use the scripted calls as an example.
41. 38
Telephone Skills: Activity 2 - OperatorActivity 2A - Operator
Description for the operator (4)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Merchandising Information:
Guns – Dan Lock & Asst. Erica VanDanHandle
Gifts – Bob Olander & Asst. Kim Hamilton
Camping – Bryan Mitchell & Asst. Becky Trammel
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (5)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
You may use the scripted calls as an example.
Description for the operator (6)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Marketing Information:
General – Stan Lippleman Asst. Yvett Garcia
Print – Charles Schomber
Donations – Laura Edwards
Don’t give out your last name! You may use the scripted calls as an example.
42. 39
Telephone Skills: Activity 2 - OperatorActivity 2A - Operator
Description for the operator (7)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (8)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Marketing Information:
General – Stan Lippleman Asst. Yvett Garcia
Print – Charles Schomber
Donations – Laura Edwards
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (9)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Don’t give out your last name! You may use the scripted calls as an example.
43. 40
Telephone Skills: Activity 2 - OperatorActivity 2A - Operator
Description for the operator (7)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (8)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Marketing Information:
General – Stan Lippleman Asst. Yvett Garcia
Print – Charles Schomber
Donations – Laura Edwards
Don’t give out your last name! You may use the scripted calls as an example.
Description for the operator (9)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Don’t give out your last name! You may use the scripted calls as an example.
44. 41
Telephone Skills: Activity 2 - OperatorActivity 2A - Operator
Description for the operator (10)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go.
You may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Marketing Information:
General – Stan Lippleman Asst. Yvett Garcia
Print – Charles Schomber
Donations – Laura Edwards
Don’t give out your last name! You may use the scripted calls as an example.
45. Telephone Skills: Activity 2 - Online
42
Directions
1. Read through the following scenario.
2. Write a script. Use the scripted call from activity 1 as an example.
3. Listen to a couple of trainees who are at the training in person. What are they doing? Use them as
an example.
4. Use a friend/relative to do a mock phone. Use your script as an example.
5. If you cannot do step 4, record yourself saying the script out loud. Send your recorded call to the
trainer for evaluation.
Mock Phone Call
Description for the operator (1)
You are a Bass Pro Shops operator. You job is to help the caller get where they need to go. You
may ask them any questions that you feel is necessary.
Greeting: Good fishing and hunting, Bass Pro.
Common phrases:
One moment please
Bass Pro Switchboard
How may I help you?
Merchandising Information:
Guns – Dan Lock & Asst. Erica VanDanHandle
Gifts – Bob Olander & Asst. Kim Hamilton
Camping – Bryan Mitchell & Asst. Becky Trammel
Don’t give out your last name! You may use the scripted calls as an example.
Description for the caller (1)
You are an inventor. You have a crazy new idea for a hunting blind. You have just finished
production and would like to talk to someone at the Bass Pro Corporation. Your job is to get
connected to someone in the merchandising department. You must use the following phrases in
the conversation.
Common Phrases:
My buddy in Alabama told me to call you.
I will probably be famous one day.
Be pleasant, but make sure these two phrases get into the call. You may use the scripted calls as
an example for this phone call.
46. Effective Telephone Skills for
Receiving Calls
References
Following this page are the references for this training.
47. 44
ReferencesRunning head: EFFECTIVE TELEPHONE SKILLS 1
Kennedy Allbon Tane. (2014). Professional telephone skills guide for your staff.
Kennedy Allbon Tane. Retrieved November 10, 2014, from
http://www.accountantsnorthland.co.nz/news/professional-telephone-skills-
guide-for-your-staff/
Knott, C. (2008). Ten tips to improve listening skills on the telephone.
CallCenterHelper. Retrieved November 10, 2014, from
http://www.callcentrehelper.com/ten-tips-to-improve-listening-skills-on-the-
telephone-1534.htm
Obarski, A. (2014). 5 tips for better telephone skills. Business Know How. Retrieved
November 10, 2014 from
http://www.businessknowhow.com/marketing/telephone-skills.htm