文档介绍：Telephone Etiquette
Facilitator
Mae Martin
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Objectives:
At the end of the Workshop, the participants will be
able to:
Use effective call greetings as a caller and receiver
Project Del Mar’s image in a positive manner
Practice good telephone techniques and telephone manners
Use appropriate language during telephone conversations
Speak with an effective telephone voice
Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
Manage Difficult Calls
Learn to manage stress levels during calls
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Key Topics
Your first impression
Your voice
Tips and preparing mentally
Answer & close etiquette
Frustrations for callers
Coping with difficult people
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YOUR FIRST IMPRESSION
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Etiquette Essentials From Start to Finish
Learn the best greeting to make a
positive first impression and what it takes
to advance that first impression into a
positive lasting impression.
Taking control of the call, placing calls
on hold and transferring calls are three
seemingly simple tasks that are really
major "danger zones."
Learn how to handle these delicate
situations with phone skills etiquette in a
way that makes the interaction as pleasant
as possible for the caller. You aren't out of
the woods yet!
Even if the call is managed skillfully, all the
hard work can be quickly erased if the call
isn’t closed efficiently and positively. We'll
examine subtle and not-so-subtle habits
that can damage relationships with callers,
and then we'll conclude this session with
skills for wrapping up the call that will
leave your caller smiling.
The proper way to answer the telephone is
however your department wants you to.
Whatever your verbiage, answer in such a
way the person on the other end will not
draw a conclusion that the person who
answered is cold and aloof, and hesitates
municate readily.
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Today's technology allows you to handle more customer service cal