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Telephone skills v2
- 1. Telephone Etiquettes දුරකථන සුසිරිත් By Sanath Gamaghe
- 2. Communication Tools Pitch ස්වරමානය Speed and Volume .
- 3. Communication Tools -PITCH Voice Speed Talking too fast : contact may not be able to follow you Talking too slowly , tempted to cut in, supply words, or otherwise hurry you
- 4. Communication Tools -PITCH Volume The other person Should understand and hear You . distracted by inappropriate volume
- 5. Communication Tools Inflection- වරනැගීම It provides the emphasis, interest, or accent
- 6. Communication Tools Enunciation උච්චාරණය Articulation or overall clarity of your speech Speak clearly, pronouncing words correctly, and speaking distinctly
- 7. Making a calldo not say " Who am I speaking with ?" without first identifying yourself Introduce yourself even you know that person – name and why I’m calling Always know and state the purpose of the communication Maintain focus during the call
- 8. Making a callWhen you reach a wrong number , say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up. Maintain focus during the call Time is money in business. So you cant take others time unnecessarily.
- 9. Making a callIf you told a person you would call at a certain time, call them as you promised . If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call.
- 10. Answering a callPromptly – Max 3 rings Give a smile when you answer Use buffer words – Good Morning Company or Department Name Your Name Speak with confidence Never be rude to a caller
- 11. Put on holdAsk permission ask if they would like to continue to hold
- 12. Answering Calls forYour Department Answer promptly Discontinue any other conversation or activity Speak clearly and distinctly Use hold button when leaving the line
- 13. To announce acall Find out the name of the caller and ask what it is in regard to. ( Why they are calling). Get the permission from the caller to hold for a moment. Press transfer button. Dial the extension of the person the caller wants to speak to.
- 14. To announce acall Wait for the person to answer. Tell the person who is calling. a) If the person accepts the call, hang-up. b) If the person asks you to take a message, then press the button where the caller is holding. Take a paper message.
- 15. If you arecurrently on one line and another line rings Get the permission from the first caller to hold. Place caller on hold. Answer the ringing line saying, Life Ops and your name. Get the permission from the second caller to hold Place second caller on hold. Return to first caller, thank him for being on hold and complete the call. Go back to the second caller. Say, "Thank you for holding, may I help you?"
- 16. Taking Messages Beprepared with pen and message slip. When taking messages be sure to ask for: Caller's name and the center Caller's phone number (If not from the office) Repeat the message to the caller. U se appropriate concluding etiquettes Be sure to fill in the date, time, and your initials. Place the message slip in the called party's table.
- 17. Concluding a callGreet, Wrap-up, Outcome Say Thank you
- 18. Basic Good Manners,Telephone Tips Ring a reasonable length of time When you dial a wrong number, apologize, promptly and hang-up. When it is time to go home, after a long day, do not delay them.
- 19. Basic Good Manners,Telephone Tips Make your call informative and short. Dial carefully and in proper lighting State your name. Don’t play the game of "guess who this is”.
- 20. Basic Good Manners,Telephone Tips Avoid unnecessary jargon and acronyms in your conversations. Use the caller’s name in your conversation. Speak clearly and are smiling as you answer Before placing a caller on hold, ask their permission first and thank them
- 21. Basic Good Manners,Telephone Tips Never interrupt the person while he/she is talking to you. Do not answer the phone if you are eating or chewing gum. Learn how to handle several callers simultaneously with ease and grace get the best number and the best time to have a call returned
- 22. Basic Good Manners,Telephone Tips Never eat, drink, or chew gum while you are on a call. Thank the caller for calling. Ask them to call again. If there is a problem, be concerned, empathetic, and apologetic. Be enthusiastic and respectful.
- 23. 16 Words andPhrases That Keep The Caller Cool Hello! I'm sorry to keep you waiting. Good morning! Thank you for waiting. Please. It was nice talking with you. Thank you. Is there anything else I can do for you?
- 24. 16 Words andPhrases That Keep The Caller Cool I'm very sorry. Thank you for calling. Excuse me. It's been a pleasure to serve you. You're welcome. I'd be happy to do that for you. May I help you? We appreciate your inquiry.
- 25. Most Frequent CallerComplaints "The telephone rings for a long time before it is answered.” "They place me on hold for sometimes, it seems, hours.” "The line is busy for hours it seems.” "They are very rude” “ Sometimes they disconnect me while transferring my call.” "The person says, 'Wait', and then talks to other co-workers without putting me on hold so that I can't hear their small talk."
- 26. Most Frequent CallerComplaints "The person says, 'Wait', and then talks to other co-workers without putting me on hold so that I can't hear their small talk.“ "They answer with an aggravated voice, as if I disturbed them by calling."
- 27. 10 Tips forKeeping Fresh and Cool Under Pressure Take a walks on your break. Post motivational quotes on your phone or around your workstation. Get more sleep at night. Take breaks with positive coworkers. Share your feelings about work with friends and family members.
- 28. 10 Tips forKeeping Fresh and Cool Under Pressure . Eat a healthy lunch. Listen to motivational tapes on your way to work. Make time for your hobbies. Keep a funny picture near your phone so you remember to smile. Allow yourself one five minute phone call to a friend.
Editor's Notes
- #3 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #4 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #5 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #6 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #7 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #8 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #9 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #10 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #11 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #12 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #13 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #14 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #15 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #16 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #17 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #18 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #19 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #20 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #21 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #22 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.
- #23 Training allows the employee to learn a specific skill, such as plumbing or carpentry. This in turn, minimizes the amount of time needed to perform the task & costs the employer less money. Education teaches multiple skills to the employee. This helps the employee learn new & more efficient & productive. It also gives the employee new grounds to find a better position &/or get a larger earning.