Telephonic Skills...

TELEPHONIC SKILLS
Speaking skills
1.smile
I'm sure you've heard this before. Yes, it's
true. You can hear a smile. Try it if you don't
believe me. You'll be surprised how people
react differently when you put a little smile
in your voice. If the person on the other end
hears dread or boredom in your voice, they
will mimic it.
2.Don't Multi-task
When you're speaking on the phone, don't try to do
something else at the same time. Concentrate on the
conversation. The person on the other end will
likely be able to tell if you aren't listening. And
we've all heard the tap-tap of the keyboard in the
background while on the phone with someone. It's
very rude and, no matter how good you think you
are at multi-tasking, it's likely that you aren't
catching everything the person is telling you if
you're busy doing something else.
3. Make Notes
Keep a pen and pad next to the phone at all
times. If a person identifies themselves at the
very beginning of the call, write their name
down immediately.
4. BEWARE OF DEAD AIR

When conducting business over the phone, there are many
times we experience "dead air". For example, you call your
credit card company and ask the rep what your balance is.
They have to wait for the computer to pull it up so you're
sitting in silence while that happens. That's fine. The
important factor here is to tell the person on the other end
what you are doing. Let them know you're looking up the
information and it'll take just a minute. If you have to take a
minute to look something up or gather a file or whatever,
tell the person on the other end what you are doing and how
long it will take. If something will take longer than a
minute, offer to place them on hold or call them back later.
5. Slow Down and Adapt

The phone strips us of everything we use to
communicate with except our voices.
This means that our tone carries all the weight of
portraying our feelings. It also means that, when
explaining something, we only have words to do the
work. No pictures, no hand motions, no facial
expressions. Just words.
So the best way to handle it over the phone is to slow
down and adapt when needed. If you are explaining
something complicated to someone and they just don't
get it, don't get frustrated and repeat the same
explanation. Slow down and take a different approach.
TELEPHONIC SKILLS INCLUDE

SMILING
Smiles and gestures can easily be heard over the
phone, so keeping that smile on your face helps to
create a positive engagement with customer every
time you talk to them.
PROBLEM SOLVING SKILLS
No question about it, when you work as a customer

service agent, you will get problem calls that require
some solving. Generally, the company you work for will
offer the tools to solve any problem a customer may
have, but it is your job to learn how to use them
effectively.
EMPATHY
If you cant put yourself in a customers shoes
especially when you know they are wrong, how can
you understand why they have the feelings they do
about the issues they have called in about? If you
cannot come to an understanding of why a customer
is calling, its practically impossible to help them in
any positive way.
EXAMPLE OF TELEPHONIC
SKILLS FOR THE HELP DESK
Improving telephone skills in a
help desk environment can bring
many benefits to both users and
staff alike. This article contains
many practical tips that can be
used immediately to improve your
customer service.
1-Effective telephone use presents a more professional image

of the organisation.
2-Calls become more effective and directed.
3-Calls will be shorter due to improved service and skill.
4-Stress is reduced through correct technique and skills.
5- Satisfaction levels will increase for both parties.
CALLERS HAVE EXPECTATIONS

It is important to realise that the people who use the help desk service have
expectations. Some common expectations that people have when phoning
a service are
1- They want service, they are calling for a reason.
2- Prompt answer. Dont let the phone ring on and on.
TAKING THE CALL AND ANSWERING THE PHONE

1-Answer on second ring.
2-First impressions are critical.
3-Quality Voice Tone - Speak clearly and slowly. Do not mumble, use modulation.
4-Identification of Organisation / Section.
5-Offer of help example, "How can I help you?"
GETTING THE CALLERS NAME

1-Write it down immediately.
2-Pronounce the name correctly - Repeat it back to the caller to confirm if necessary.
3-Get the correct spelling.
4-Use the rule of 3. ie Use the name once at the beginning, the middle and end of the
call.
REGAINING CONTROL/GETTING PEOPLE TO COME

TO THE POINT
1-Use the caller's name.
2-Excuse yourself eg. "Excuse me for interrupting" or "I need to interrupt you.
3-Lead with a question or offer a solution eg. "What I need to know is...", "Have you
tried...".
DOS OF TELEPHONY SKILLS
Do Speak Clearly.
Do Greet Customers Appropriately.
Do Ask How You Can Help.
Do Listen to the Caller's Request.
Do Ask to Place the Caller on Hold.
Do take emergencies.
Do wait for the right time.
Do ensure that you can hear and are being

clearly heard.
Do maintain control of the conversation; stay
calm and professional.
Do have positive expectations of every call.
Do use the right phone in a quiet, undisturbed
room.
Do ask for input by using a persons name.
Do acknowledge all your calls.
DONTS OF TELEPHONY
SKILLS
1. Don't interrupt callers when they're speaking.

2. Don't sound bored or indifferent to callers' requests or questions.
3. Don't bring your emotions from a previous call into your current call.
4. Don't let callers' negative or angry tones affect you.
5. Don't speak too quickly.
6. Don't eat, drink or chew gum while you're speaking with customers.
7. Don't cough, sneeze or clear your throat directly into the mouthpiece
of your headset.
8. Don't breathe loudly into the mouthpiece of your headset.
9. Don't make up information when you don't know the answers to
callers' questions in order to log those calls and end them.
10. Don't forget your manners.
EFFECTIVE TELEPHONIC
TIPS
Speak directly into the mouthpiece so

listener can hear easily
Use a normal tone of voice and speak
at a natural pace
Annunciating words
Be courteous
Use please and thank you
Be clear and concise using short,
simple, descriptive words
Avoid the use of slang and in-house
terms or abbreviations (use language
the caller understands)
Use the callers name during the

conversation
Ask questions to check for
understanding
Let caller hang up first

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TELEPHONIC SKILLS

4. BEWARE OF DEAD AIR

5. Slow Down and Adapt

TELEPHONIC SKILLS INCLUDE

PROBLEM SOLVING SKILLS

No question about it, when you work as a customer

1-Effective telephone use presents a more professional image

CALLERS HAVE EXPECTATIONS

TAKING THE CALL AND ANSWERING THE PHONE

GETTING THE CALLERS NAME

REGAINING CONTROL/GETTING PEOPLE TO COME

DOS OF TELEPHONY SKILLS

Do ensure that you can hear and are being

1. Don't interrupt callers when they're speaking.

Speak directly into the mouthpiece so

Use the callers name during the

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