Essential Telephone Skills LG FINAL MAB



ESSENTIAL TELEPHONE SKILLS

Leader’s Guide

Copyright MMVIII Telephone Doctor, Inc.

All Rights Reserved.

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Improving the way your organization communicates with customers.

30 Hollenberg Court • St. Louis, MO 63044 USA

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CONTENTS

|The Goal of the Course/Objectives ……………………………………………………………………………………. |4 |

|Training Outline: ESSENTIAL TELEPHONE SKILLS…..………………………………………..……..………..…. |5-6 |

|Tips for Trainers …………………………………………………………………………………………………………. |7-8 |

|Ways You Can Create a Positive First and Last Impression ..……………………………………………………… |9 |

|Before and After Skills Inventory Test………………….……………………………………………………………… |10-11 |

|Key Point #1: Answering a Business Call ………………………….…………………………………….…………… |12 |

|Skill Practice: Activity #1: Use the Three-Part Greeting …..………………………………………………………… |13 |

|Key Point #2: Putting a Caller on Hold …………………….…………………………………………….…..….…….. |14 |

|Key Point #3: Thanking the Caller for Holding ………..……………………………………………….…….……….. |15 |

|Skill Practice: Activities #2 & #3 Effectively Reconnect with Callers after Placing Them on Hold ..….…….. |16 |

|Key Point #4: Monogramming the Call …………………….………….…………………………………….………... |17 |

|Skill Practice: Activity #4: Use Your Caller’s Name to Build Rapport ………..….………………………….…... |18 |

|Key Point # 5: Avoiding Excuses ……………………………………………………………….……………………… |19 |

|Skill Practice: Activity #5: Excuses Deter Callers …….………….………….……………………………………….. |20 |

|Key Point # 6: Giving Spoken Feedback Signals …………………………….……………………………….…...… |21 |

|Key Point #7: Being Prepared ………..………………………..…………..…………………………….…………….. |22 |

|Skill Practice: Activities #6 & #7: Silence is Awkward When Taking Notes …..…….…………………………….. |23 |

|Key Point #8: Controlling the Conversation …..………….….……….…….……………………………….………... |24 |

|Skill Practice: Activity #8: How to Redirect Callers that Wander –“Back-on-Track” …..…….……………….... |25 |

|Key Point # 9: Avoiding Mouth Noises …….,………………………………………………….……………………… |26 |

|Skill Practice: Activity #9: Mouth Noises Annoy and Alienate Callers ……………………………………………... |27 |

|Key Point # 10: Leaving a Positive Last Impression ...………………………….…………………………….…...… |28 |

|Skill Practice: Activity #10: Leaving a Positive Last Impression ……………………………………..…………..… |29 |

|A Quiz on ESSENTIAL TELEPHONE SKILLS ………………………………………………..…………………….. |30 |

|Before They Go ………………………………………………………………………………………………………….. |31 |

|Overhead Transparencies …………………………………………………….……………………….……….………. |32-33 |

|Leader’s Notes ………………………………………………………………………….……………………………….. |34-36 |

Telephone Doctor is a registered trademark of Telephone Doctor, Inc., St. Louis, Missouri 63044, USA

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Copyright 2008

About Telephone Doctor Customer Service Training…

Telephone Doctor is a St. Louis based customer service training company that offers products and techniques designed to improve the service skills of customer contact employees. Nancy Friedman, our founder and president, presents this program. Through DVDs, CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee turnover. For additional information, please visit .

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ESSENTIAL TELEPHONE SKILLS: The Goal of the Course

Any person that conducts business on the telephone for any organization plays a critical role in that organization’s success. Given the importance of that function, this coarse has one goal: To improve performance of your organization’s employees by identifying inappropriate telephone procedures and providing effective alternate techniques. Essential Telephone Skills will show you how to effectively answer, handle and route calls in a professional manner that will leave a positive last impression on callers.

Objectives:

In support of this goal, participants who have successfully completed this course will have demonstrated, through written and/or verbal exercises, the ability to:

◊ Describe and apply ten techniques that maximize effectiveness in receiving, handling and routing telephone calls.

◊ Learn the three parts of the Telephone Doctor’s recommended telephone greeting and state their purpose.

◊ Establish DOs and DON’Ts of fundamental telephone communications.

Before and After Skills Inventory

If your participants are using the Essential Telephone Skills Workbook, turn to page 10 of this Leader’s Guide for instructions. Read the instructions aloud and give the participants 5-10 minutes to complete the exercise on page 4 of the Participant Workbook.

NOTE: In an effort to evaluate the effectiveness of their training programs, many organizations have adopted pre-test/post-test participant evaluation requirements. The design of Telephone Doctor’s Before-and-After Skills Inventory makes it ideally suited for this purpose.

The long-term value of this program creates a need to utilize the content in a variety of methods. The following outline is based on a more traditional approach of showing the program in its entirety, then participating in discussions. Additional uses include:

◊ One Key Point at a time during a staff meeting.

◊ Use a single segment as a Buy-In Activity.

◊ Individual Key Points can be used to add another dimension to other training programs.

Training Outline:

ESSENTIAL TELEPHONE SKILLS

I. Introduction to the Topic (See “The Goal of the Course” page 4) (Approximately 5 min.)

A. State the goal of the course in your opening comments.

B. Include the class objectives.

II. Getting Acquainted (see “Tips for Trainers” pages 7-8) (Approximately 15 min.)

A. Introduction of trainer.

B. Use an icebreaker activity or buy-in activity.

C. Administer: Before-and-After Skills Inventory. (Also in Participant Workbook)

III. View Program: ESSENTIAL TELEPHONE SKILLS (Approximately 20 min.)

IV. Application of Key Points (Approximately 70* min.)

A. Ask discussion questions provided in Leader’s Guide.

B. Participants complete accompanying workbook pages.

Key Point # 1: Answering a Business Call

Use the three-part greeting.

a. Begin with a pleasant buffer. Example: “Thank you for calling…”

b. Follow with the name of the organization or department. Example: “….Mollner Industries…”

c. End with your name. Example: “…this is Kine.”

d. Substitute your department or group for organization name. Example: “Thank you for holding. Parts Department, this is Jeremy.”

Key Point # 2: Putting a Caller on Hold

Effective replacement phrases for “Hang on a second.”

a. a. Let callers know why you need to put them on hold.

b. b. Ask, “Are you able to hold?” Wait for a response.

c. When callers are not able to hold, handle their needs by offering options.

Key Point # 3: Thanking the Caller for Holding

Effectively reconnect with callers after placing them on hold.

a. Reduce frustration of being placed on hold.

b. Ease the conversation back on a positive path.

c. Put your organization head and shoulders above average.

Key Point # 4: Monogramming the Call

Use your caller’s name to build rapport.

a. If you know your caller’s name, use it!

b. Spell and pronounce each caller’s name correctly; ask if you need help.

c. Reintroduce yourself to the caller and build a relationship.

Key Point # 5: Avoiding Excuses

Excuses deter callers.

a. Callers want solutions, not excuses.

b. Take responsibility for the call and express desire to assist.

c. Let the caller know how you CAN help, not how you can’t help.

Key Point # 6: Giving Spoken Feedback Signals

Let your callers know you are listening.

a. Give spoken feedback.

b. Mix your responses to avoid sounding mechanical and insincere.

c. Mirror back or rephrase the caller’s words to confirm understanding.

Key Point # 7: Being Prepared

Take notes!

a. Keep a pen or pencil and a supply of writing paper near the phone at all times.

b. Take phone messages word-for-word if possible; read message back to caller.

c. Be sure message includes caller’s name, message, date, time, and your name or initials.

Key Point # 8: Controlling the Conversation

Redirect callers that wander.

a. If a caller gets off the subject, take control of the conversation.

b. Use the “Back-on-Track” approach. Ask a question related to the purpose of the call.

c. Use a subtle buffer to soften your approach to get the caller “Back-on-Track”.

Key Point # 9: Avoiding Mouth Noises

Mouth noises annoy and alienate callers.

a. The phone mouthpiece or headset is a microphone that amplifies sound to the caller.

b. While on a call, don’t eat, drink or chew gum.

c. Don’t distract or annoy callers with unpleasant mouth noises.

Key Point # 10: Leaving a Positive Last Impression.

Leave your customers feeling great about your organization.

a. A positive last impression counts every bit as much as a good first impression.

b. Make every caller feel important to you and your organization.

c. End your conversation on a positive note. Let callers know you are glad they called and are looking forward to hearing from them again.

V. Recap of Essential Telephone Skills

a. Answering a business call – Use the three-part greeting.

b. Putting a caller on hold – Effective replacement phrases for “Hang on a second.”

c. Thanking them for holding – Reconnect with callers after placing them on hold.

d. Monogramming the call – Use your caller’s name to build rapport.

e. Avoiding excuses – Excuses deter callers.

f. Giving spoken feedback signals – Let your callers know you are listening.

g. Being prepared – Take notes!

h. Controlling the conversation – Redirect callers that wander.

i. Avoiding mouth noises – Mouth noises annoy and alienate your callers.

j. Leaving a positive last impression – Make sure you leave your customers feeling great about your organization.

VI. Wrap Up – Select method of review.

A. Use a commitment activity (see A Call to Action in the Participant Workbook, page 17).

B. Distribute ESSENTIAL TELEPHONE SKILLS Desktop Reminder cards to participants.

C. Ask participants to complete your evaluation of the session. (If used.)

Note: The total length of this class as outlined here is approximately *120 minutes.

(Note: All Telephone Doctor programs can be made into several length sessions–from showing the program–a mere 20-minute program from takeoff to landing–or as much time as you need, up to a full day program. It’s whatever you put into it.)

*For each skill practice included in the session, increase the total length of the class by approximately 10 minutes.

Tips for Trainers

In order for participants to receive the maximum benefits from this course, here are some tips for success.

Assemble Learning Resources

1. Locate the DVD program: ESSENTIAL TELEPHONE SKILLS.

2. Use Participant Workbooks (CD); this will greatly enhance the training.

3. Distribute Telephone Doctor Desktop Reminder Cards at the end of the session for each participant; this will

encourage behavior modification.

4. You’ll need:

A. A TV and DVD player or computer with DVD ability with speakers can also be used.

B. A flip chart or white board and markers, or chalkboard and chalk.

C. PowerPoint or an overhead projector and screen (both optional). Overhead transparency copy is provided in the back of this guide.

Create a Comfortable Physical Learning Environment

1. Choose a comfortable, well-lit room with good TV sight lines and no distractions.

2. Arrange straight tables in a U-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants.

3. Use name tents or nametags for class participants.

4. Encourage note taking by using designated pages in the Participant Workbook or supply pencil and paper.

5. Schedule breaks every 1½ to 2 hours (maximum 4 hours or as needed).

6. To assure participation by all attendees, we suggest a maximum class size of 25.

Start the Session and Create a Comfortable Learning Environment

1. Introduce yourself. Give the participants a brief sketch of your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning.

2. Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed.

A. The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves.

B. Divide the class into groups of two. Give each pair of participants about 3-5 minutes to interview each other. Each one, in turn, introduces his or her partner to the group. This will speed the process of getting the participants to function as a group.

C. Multiple sources for icebreaker exercises exist. Visit your favorite bookstore, local library or Internet sites for numerous resources.

3. Acquaint the participants with “housekeeping” items, such as the location of restrooms and lounge facilities, breaks, etc.

4. Establish clear goals. The specific learning objectives for this class are included in this Leader’s Guide. Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives.

Tips for Trainers (continued)

Involve the Participants

1. The corresponding Participant Workbook (provided on a CD for easy duplication) provides a Before-and-After Skills Inventory. The Before-and-After Skills Inventory has a dual purpose. It can be used as a pre-test/post-test exercise or as a buy-in activity. Using the Skills Inventory sets the stage for immediate involvement.

2. Choose the vignettes that best meet your needs. Decide the viewing method that works best (start/stop, all

inclusive, minus the review segment, etc.).

3. When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.

A. Divide the participants into two groups, assign each group a page, and have the group prepare to discuss one or two questions from each page.

B. Prior to class, instructor selects most pertinent questions to be completed during class.

C. Assign homework to participants to complete remaining questions. Be sure to let participants know when

you expect the completed assignments.

4. Verify participant understanding by asking questions. Make the participants do most of the work. Resist

the urge to take over. Facilitate – but don’t dominate. Ask questions, coax answers, and encourage give and take.

A. Encourage involvement of participants by beginning questions with such phrases as:

1) “What did you think about that?”

2) “Tell me what you just saw.”

3) “That was interesting; what was your take on it?”

4) “What were your initial impressions?”

5) “How did that make you feel?”

6) Don’t forget, “How do you think the customer felt?”

B. Reduce participant’s apprehension by positively reinforcing their comments with statements such as:

1) “That’s interesting; tell me more about what you mean.”

2) “I hadn’t considered that angle yet.”

3) “Okay, thanks for sharing that with us.”

4) “That’ll be one of the things we need to consider.”

5) “I really like your insight.”

6) “That’s sure a unique perspective. Who else has some ideas?”

C. Reward participants for their enthusiastic participation. Prizes always are coveted and Telephone Doctor has many fun promotional items available for purchase, including fuzzy phones, mirrors, buttons, etc. And, of course, candy (preferably chocolate) always works!

ESSENTIAL TELEPHONE SKILLS:

Ways You Can Create a Positive First and Last Impression

Think about this: When most people call your organization, whom do they deal with first? The CEO? The vice-president of marketing? The office manager? The answer is: they deal with you.

In many cases, the caller’s entire impression of your organization will be based on their singular experience with how well you handled their call. You are the welcoming committee of one.

Discussion Questions:

1. What is the purpose of this program?

Answer:

A. To show how to answer, handle and route incoming calls in a professional manner.

B. To learn ten skills that will leave a positive impression with every caller.

C. Establish DOs and DON’Ts of fundamental telephone communications.

2. How can you set the tone for a positive interaction with the caller?

Answer:

A. Answer the phone in a professional manner.

B. Listen carefully to the caller.

C. Speak in a warm, friendly manner.

D. Use the caller’s name during your conversation.

E. Exceed the caller’s expectations in providing outstanding service.

3. Why is the manner in which you answer the phone important to your organization?

Answer:

A. You are the first line of contact the caller interacts with and you want to create a positive first impression.

B. Your caller’s first impression of your organization depends on YOU.

C. Satisfied callers are likely to call again, continuing to do business with your organization.

Before and After Skills Inventory

ANSWERS ARE IN BOLD TYPE

Before watching the program “Essential Telephone Skills,” instruct participants to answer the questions below to the best of their ability. Don’t score answers yet. At the end of the course, complete the second part of the Before and After Skills Inventory and then score both their “Before” and “After” responses. You’ll find the correct answers on page 20 of the participant workbook (and in bold below). The difference between the two scores will show participants how much they have improved.

Before After

1. All it takes to answer the phone effectively is a cheerful attitude; if you’re peppy

and upbeat, you don’t need any special skills. True / False _____ _____

2. The very first thing you say when answering a call is: _____ _____

A. your name.

B. a buffer.

C. your organization or department name.

3. The #1 pet peeve of people making business phone calls is: _____ _____

A. the way they are put on hold.

B. the fact that most people talk too fast.

C. the fact that the phone rings too many times.

4. When you answer the phone, you are obliged to: _____ _____

A. let the caller control the conversation.

B. let the conversation unfold in whatever way seems natural.

C. control the conversation.

5. A caller who keeps wandering off within a conversation should be allowed to wander.

True/False _____ _____

6. It is a mistake to waste time writing down a phone message word for word; it’s best

to put the message into your own words. True/False _____ _____

7. If you are eating lunch when you answer the phone: _____ _____

A. chew quietly while you talk to the caller.

B. chew normally, but don’t slurp any liquids.

C. stop eating and drinking while on the phone.

Before and After Skills Inventory (continued) Before After

8. It isn’t always essential to thank the caller for holding. True/False _____ _____

9. When you answer the phone, your top priority is to: _____ _____

A. finish up whatever you were doing when the phone rang.

B. focus on the caller.

C. focus on the caller while finishing your previous task.

10. A telephone is best compared to: _____ _____

A. an amplification system.

B. a computer.

C. a communication satellite.

11. For all practical purposes, there is no real difference between a phone _____ _____

conversation and a face-to-face conversation, as long as both people speak

the same language. True/False (visual clues & body language are missing)

12. Time is money, so it is rarely a good idea to waste time by repeating something the _____ _____

caller said. True/False

13. We live in a busy, high-pressure world, where few have time to waste. One of the _____ _____

biggest favors you can do for a caller is to rush the call and not squander time on

meaningless greetings or expressions. True/False

14. It’s best not to burden a caller by giving the caller your name; after all, the caller is _____ _____

really calling your company, not you, and therefore, doesn’t really care about your

name. True/False

15. Phrases like, “I see” or “Okay” _____ _____

A. should rarely be used, because they add little value to the call.

B. are good ways to let a caller know you are paying attention.

C. are risky because the caller is likely to consider them rude interruptions.

Total Total

Correct Correct

Before After

Key Point 1: Answering a Business Call

Discussion Questions:

1. The first words you say to a caller are critical. They welcome the caller and set a positive, professional tone for the rest of the call. What is the best way to greet callers?

Answer:

Telephone Doctor recommends a three-part greeting for all incoming calls.

A. Begin with a pleasant buffer. Example: “Thank you for calling...”

B. Follow with the name of the organization or department. Example: “…Mollner Industries...”

C. End with your name. Example: “…this is Kine.”

D. On internal calls or calls being transferred to you, substitute the name of your department or group for the organization name. Example: “Good morning. Parts department, this is Jeremy.”

2. What two important purposes do the buffer words serve?

Answer:

A. They put callers at ease by starting the conversation on a positive note.

B. They ensure that the entire organization or department name is heard in the event there is a slow or dropped connection.

3. Why should your name come last in the three-part greeting?

Answer:

A. People remember what they hear last. Callers want to know with whom they are speaking.

B. Anything you say after your name, erases your name.

TELEPHONE DOCTOR PRESCRIPTION:

Use the three-part greeting.

• Begin with a pleasant buffer. Example: “Thank you for calling…”

• Follow with the name of the organization or department. Example: “….Mollner Industries…”

• End with your name. Example: “…this is Kine.”

• Substitute your department or group for organization name. Example: “Thank you for holding. Parts department, this is Jeremy.”

Skill Practice: Activity #1

Learn and Practice the Telephone Doctor’s Three-Part Greeting

Buffer words are the friendly greeting you give to your caller at the start of the message. It is the welcome mat.

In the DVD program, we saw and heard Kine say, “Good morning, Mollner Industries. This is Kine.” That provided the caller with a friendly greeting, the name of the organization and the name of the person with whom the caller was speaking.

Buffer: A buffer makes the caller feel welcome and starts the conversation on a positive note.

Buffer words set up the most important part of the greeting.

Organization

Name: The most important information you will communicate during the greeting. Placing it after the

Buffer prevents the first part of the organization name from being “clipped off.”

Your name: Callers feel more comfortable when they know who’s speaking. Giving your name tells the callers

they will receive your personal attention.

First impressions are lasting impressions. Your initial greeting needs only three parts.

Allow participants to create their own three-part greetings. Share the results with the group.

Key Point 2: Putting a Caller on Hold

Discussion Questions:

1. Recall some outgoing business calls you have made recently. On how many of them were you put on hold? Do you often need to put your callers on hold?

Allow the participants to contribute examples based on their experiences with incoming callers. Common reasons will include putting callers on hold to:

Answer:

A. Locate the called party.

B. Transfer a call.

C. Gather information.

2. Although placing a call on hold is common to many business calls, a recent survey revealed that being put on hold was the number one cause of caller complaints. Why do you suppose that is?

Answer:

Most callers don’t object to being put on hold; they object to the manner in which they were put on hold.

3. What common mistakes do many people make when putting callers on hold?

Answer:

A. Putting them on hold without saying anything.

B. Ordering callers to hold. Even a polite order is resented.

C. Not letting the callers know why they are being put on hold.

D. Not waiting for caller’s response before placing them on hold.

4. What is the best way to put callers on hold?

Answer:

A. Let the caller know why you need to put him or her on hold.

B. Ask permission to put the caller on hold. Example: “Are you able to hold?”

C. Wait for a response.

5. If a caller is not able to hold, what should you do?

Answer:

A. Handle the caller’s needs by offering options.

B. Don’t let the callers hang up without their needs being met.

Give your caller a choice. Ask if they are able to hold and always wait for a response.

TELEPHONE DOCTOR PRESCRIPTION:

Effective replacement phrases for “Hang on a second.”

□ Let callers know why you need to put them on hold.

□ Ask, “Are you able to hold?” Wait for a response.

□ When callers are not able to hold, handle their needs by offering options.

Key Point 3: Thanking the Caller for Holding

Discussion Questions:

Thanking a caller for holding can reduce frustration and ease the conversation back on a positive path. It’s the simple things that make a big difference to your callers.

1. What are some negative responses callers hear while holding?

Answer:

A. All of our agents are busy helping other customers.

B. Your call will be answered in the order received.

C. Your wait time will be approximately 4 minutes (or other number of minutes).

2. What are some positive responses that can reduce the frustration and ease the conversation back to the caller that has been holding?

Answer:

A. Thank you for holding. Mollner Industries. This is Kine.

B. Hi, Jody, thank you for holding. This is Jeremy.

Four simple words “Thank you for holding” can help to reduce frustration and ease the conversation back on a positive path.

Few people recognize the frustration and are kind enough to thank callers for holding. That’s where you can be head and shoulders above the average.

TELEPHONE DOCTOR PRESCRIPTION:

Effectively reconnect with callers after placing them on hold.

□ Reduce frustration of being placed on hold.

□ Ease the conversation back on a positive path.

□ Put your organization head and shoulders above average.

Skill Practice: Activities 2 & 3

Thank the Caller for Holding and Effectively Reconnect after Placing Them on Hold.

1. Ask participants to give examples of what not to say when putting a caller on hold. Perhaps they can share

some of the ways in which they were placed on hold.

Possible answers:

A. Quick and rushed: “Yeah, just a sec.” Click

“Please hold a moment.” Click

“Hold please.” Click

B. “Mollner Industries, all our agents are busy; we’ll be with you as soon as possible.”

C. “You have reached Mollner Industries. All of our lines are busy. Please hold for the next available

representative.”

All examples above didn’t ask for permission to put the caller on hold.

2. Ask participants to give examples of more effective and friendlier ways to place callers on hold.

Possible answers:

A. “Thank you for calling Mollner Industries. This is Kine.” “Yes, Mr. Watson is in the building; I’ll need to

see if he’s in his office. Are you able to hold?”

B. “I’ll need to pull up that information from our database, and it might take a few minutes. Are you able to

hold or would you like me to return your call in a few minutes?”

These are much softer techniques. Give your callers a choice. Ask if they are able to hold and always wait

for a response.

3. To improve the caller’s experience after being placed on hold, always thank the caller for holding. Ask

participants to provide examples.

Possible answers:

A. “Thank you for holding, David. Mr. Watson is in his office. This is Kine, and I’ll connect you now.”

B. “Hi Jody, thanks for holding. This is Jeremy.”

Key Point 4: Monogramming the Call

Discussion Questions:

1. When you give your name at the start of a business call, and the other person never uses it, what is your reaction? What impression do you form about the person/organization you are dealing with?

Encourage the participants to relate to their experiences with this common error.

Answer:

A. The person doesn’t care.

B. The other party is not really paying attention.

C. “I’m probably not going to get good service here.”, etc.

2. Why is it important to use your caller’s name, especially if he or she offers it to you without being prompted? Why should you give your name to the caller?

Answer:

A. It shows you are paying attention and by reintroducing yourself, it helps build a relationship.

B. Most people enjoy hearing their name, so using it helps to set a positive tone for the call.

C. Using the caller’s name and pronouncing it correctly is a quick and effective way of letting him or her

know you intend to help.

3. If the caller has a name with which you are not familiar, what should you avoid doing? What should you do?

Answer:

A. Avoid insensitive or inappropriate comments about the difficulty of the name.

B. Avoid making a joke about the name. People’s names are not funny to them. “Gosh, how on earth do you spell that?”

C. Do ask for help with pronouncing the name if you need it.

D. Do ask how to spell the name if you are unsure. “I’ll bet a lot of people misspell your last name; will you please spell it for me to make sure I get it right?”

4. Why is it important to be sure you have the correct spelling of the caller’s name?

Answer:

A. It is a signal to the caller that you are willing to take time to give good service.

B. It is a part of the customer’s record, just like an address or telephone number.

C. It is simple, common courtesy.

5. Taking the time to pronounce and spell the caller’s name correctly can have an added benefit for you.

What is it?

Answer:

Saying and writing the name will help you to remember it more accurately. It can save time and trouble with future contacts with the caller.

TELEPHONE DOCTOR PRESCRIPTION:

Use your caller’s name to build rapport.

□ If you know your caller’s name, use it!

□ Spell and pronounce each caller’s name correctly; ask if you need help.

□ Reintroduce yourself to the caller and build a relationship.

Skill Practice: Activity #4

Using Your Caller’s Name to Build Rapport

If your job includes meeting the public either in person or on the phone, you have a special type of challenge. One of the most important items to a person is his or her name—pronounced and spelled correctly.

Caller: “Hi, my name is Chris Dixon. I need to change an order that I placed yesterday.”

You: “Sure. What do you need to change?”

What’s missing from the above interaction? Jeremy failed to use Chris Dixon’s name! Chris gave it to him on a silver platter.

Give the participants a few minutes to respond to you as you ask them to answer the following questions, pretending you are the caller.

Leader: “Hi, [participant’s name]. I’m Margie Hrebzinscki. Tell Bill Watson that I called and would like

him to call me back by 10:00.”

Participant’s Response: [Ask participant to respond appropriately.]

Leader: “This is Margie Hrebzinscki returning Bill Watson’s call.”

Participant’s Response: [Ask participant to respond appropriately.]

Key Point 5: Avoiding Excuses

Discussion Questions:

1. Recall a recent incident where your request for information or assistance was met with excuses. How did you respond to the person taking your call? Why do callers find excuses annoying?

As participants relate their experiences, emphasize how frustrating excuses are to callers.

Answer:

A. The excuse signals to callers they aren’t going to get what they need, and they sense that immediately. “Sorry, that’s not my department.”

B. The excuse is often a complete change of topic from the caller’s request.

2. What techniques can you use to keep from making excuses on calls you handle?

Answer:

A. Keep the conversation focused on the original purpose of the call.

B. Take responsibility and let the caller know you intend to help. “This is Jeremy in the Parts Department. Let me connect you with Keisha in billing. Her extension is 292, in case we get disconnected.”

C. Tell the caller what you can do, not what you can’t do.

3. There always will be situation where callers ask for information or assistance that you can’t directly provide. What responsibility do you have to those callers?

Answer:

A. Take control of the call in a positive manner, so the caller knows you will help.

B. Guide the call to a successful conclusion. “I’d be happy to get that information to you. Are you able to hold or would you like me to call you back?”

Dictionary definitions for “excuse” will show phrases such as “justifying a fault or error,” “an alibi.” That’s not what customers want. They want solutions, not excuses.

TELEPHONE DOCTOR PRESCRIPTION:

Excuses deter callers.

□ Callers want solutions, not excuses.

□ Take responsibility for the call and express desire to assist.

□ Let the caller know how you CAN help, not how you can’t help.

Skill Practice: Activity #5

Excuses Deter Callers

Ask participants to share some experience they have had from organizations making excuses.

Possible responses:

“I’m new.”

“That’s not my department.”

“Our computers were down.”

“That’s our policy.”

“It wasn’t me. I wasn’t working that day!”

Ask participants to take responsibility for the call and turn the comments around to create more positive responses. Have them give solutions, not excuses.

Possible response:

“I apologize for not directing your call to the right department. I just started last week. I will connect you with Jeremy in the parts department. He will be able to give you the answer you need. Are you able to hold for a moment?” (Wait for a response). “Thank you.”

Key Point 6: Giving Spoken Feedback Signals

Discussion Questions:

1. Have you ever been talking with someone on the phone and heard only silence from the other end? How did you react? What message did that silence send?

In guiding the participants’ discussion of their experiences, focus on how uncomfortable and frustrated people can become in these situations.

Answer:

A. You wonder if anyone is really listening to what you are saying.

B. You might wonder if you have been disconnected.

Caller: “Hello, are you still there?”

Representative: “Yeah, I’m here, I’m writing down your information.”

C. You are concerned that you might not be helped with your request.

2. Why is it especially important to give verbal feedback while talking on the phone?

Answer:

A. There are no visual clues on the phone to let the caller know whether you are still on the line.

B. It lets the caller know you are still there, handling their request.

3. What can you do to make sure your callers know you are paying attention while they’re talking?

Answer:

A. Use words and short phrases to acknowledge you heard and understood what the caller has said.

B. Mirror back some of the caller’s phrases to show you are listening. “Yes, we’ll pack your dishes in the morning on the 23rd.”

C. Mix up words and phrases so you don’t sound like a broken record. “Yes.” “Okay.” “I understand.”

When talking on the phone, callers cannot see you or your reactions as they can in a face-to-face conversation. Silence can be awkward, and spoken feedback assures callers you are interested in helping them.

TELEPHONE DOCTOR PRESCRIPTION:

Let your callers know you are listening.

□ Give spoken feedback.

□ Mix responses to avoid sounding mechanical or insincere.

□ Mirror back or rephrase the caller’s words to confirm understanding.

Key Point 7: Being Prepared

Discussion Questions:

1. When you are taking a phone message for someone else, why is it important to write the message down word-for-word? What problems can result if you change the caller’s wording?

Answer:

A. The words the caller says are intended to convey a specific meaning. If you change the words, you might change the meaning.

B. Taking a message is a copying activity, not a creative writing exercise.

C. Write the message exactly as the caller says it.

2. What is the best way to avoid getting the message mixed up?

Answer:

A. Write as much word-for-word as you can.

B. Read the message back to the caller to confirm the message is correct.

3. What information should be included with all messages you take? Why is this important?

Answer:

A. The date of the message.

B. The time the message was taken. The person receiving the message may have talked with the caller since you took the message, but he/she won’t be sure unless you have included the date and time of your conversation.

C. Your name or initials. This can be very helpful to the person receiving the message in the event there are any questions about the message.

As simple as it sounds, always be prepared to take a message or information from the customer. Keep paper and pen near all phones.

TELEPHONE DOCTOR PRESCRIPTION:

Take notes!

□ Keep a pen or pencil and a supply of writing paper near the phone at all times.

□ Take phone messages word-for-word if possible; read message back to caller.

□ Be sure message includes caller’s name, message, date, time and your name or initials.

Skill Practice: Activities #6 & #7

Silence is Awkward When Taking Notes!

We just learned that while talking on the phone, callers cannot see you or your reactions as they can in a face-to-face conversation. Silence can be awkward, and spoken feedback assures callers you are listening and interested in helping them. As you are listening, it is important to take accurate notes, and, just as important, letting the caller know you are listening and taking down his/her information.

Scenario:

Picture yourself at the drive-thru restaurant. You've given your order, but there's been no response from the little speaker box. How confident would you be about the way your order will be filled? Compare that feeling with the reaction of your callers if you don't give them spoken feedback.

Group Discussion

Exercise: By The Numbers

To point out the need to take notes instead of relying on memory, instruct participants to put away their note-taking materials. Start at one corner and have the participant say his/her work telephone number aloud. The next participant repeats it, then adds his/her own. Succeeding participants repeat numbers already called out before adding their own. When an error is made, stop. Now have the participants note each number as it is spoken and try again. How far did the group get without notes?

Example as seen on the Essential Telephone Skills DVD Program:

Ron: “Please tell Nicole Thompson that Ron Whitfield called. My number is 721-9962. I’ll be out of the office

until after 4, and let her know that I’ve got good news; we’d like to go with that Option D-487 that she proposed. Okay?”

Kine: “Okay, um, just a minute, let me write all that down. Let me grab a pen.”

Ask participants: What happened here? Kine didn’t say anything while Ron was speaking, and she wasn’t even prepared to take down any of the information because she didn’t have a pen handy. What might Ron be thinking?

Possible responses:

Kine didn’t hear a thing I said.

Why didn’t she tell me to wait with my message until she got a pen?

Kine didn’t say anything, so I thought she was writing.

I have to repeat all that? Never mind. I’ll call back later and maybe I’ll get someone more competent to answer.

Ask participants to give examples of how Kine should have handled the call in a more appropriate manner.

Accept all responses as possible answers.

Group Discussion

Key Point 8: Controlling the Conversation

Discussion Questions:

1. For a variety of reasons, some callers shift from topic to topic or get carried away on a subject that has no connection to your business or why they called. While visiting with the caller may build rapport, it isn’t always possible. What should you do if a caller sidetracks the conversation when you are short on time?

Answer:

A. Remember that talkative callers are sidetracking themselves and you.

B. Your job is to keep the conversation on the main track.

Telephone Doctor recommends the “Back-on-Track” technique to control the conversation.

2. What are the steps in the “Back-on-Track” technique? How does it refocus the conversation?

Answer:

A. Listen to the conversation and ask a question related to why the customer was calling.

B. The caller will answer your question and get “back-on-track.”

3. What should you do if the “Back-on-Track” technique is unsuccessful in guiding the caller back to the original

purpose of the call?

Answer:

A. Use a related question. Let the caller know you want to help meet his/her initial need.

B. Be more direct, but use a subtle buffer so it doesn’t seem like you are cutting the caller off.

C. “That’s very interesting, but I know you called for a reason, and I want to be able to help you. Now, which day would you like that monitor delivered?”

TELEPHONE DOCTOR PRESCRIPTION:

Redirect callers that wander.

□ If a caller gets off the subject, take control of the conversation.

□ Use the “Back-on-Track” approach. Ask a question related to the purpose of the call.

□ Use a subtle buffer to soften your approach to getting the call Back-on-Track.

Skill Practice: Activity #8

How to Redirect Callers that Wander–“Back-on-Track”

Ask a participant to volunteer to be the order clerk. To show how far a conversation can get off track, present the following scenario. Let the participant read his/her part from this page with you.

PARTICIPANT “When would you like us to deliver your new monitor?”

LEADER: “Well let’s see. I have an uncle coming in from out of town, and he’s quite a guy. He’s a professional fishing guide, and his specialty is shark fishing. He was telling us that two weeks ago he took a group of sports fishermen out, and they landed an 800-pound great white shark. That’s not the world record, but it was a three-hour battle to land it. Ever go deep-sea fishing?”

LEADER: Here’s a good example of a conversation that we want to get “Back-on-Track.”

PARTICIPANT: “I haven’t, but that’s very interesting, and that would be a good reason to get the monitor in early, wouldn’t it? You may even want to set everything up before your uncle comes in. Now, would you like to get it Wednesday afternoon or Friday morning?”

LEADER: Did you see what he did? By listening, he took control of the conversation and asked a question. A related question that steered the caller back-on-track and redirected the conversation. If you’re not able to think of a related question, try this more direct approach.

LEADER: “That’s very interesting, but I know you called for a reason and I want to be able to help you. Now, which day would you like the monitor delivered, Wednesday or Friday?”

PARTICIPANT: “Oh! Wednesday will be fine.”

LEADER: You can use either a related question or a more direct approach. Remember to use a buffer to soften things while you get the conversation back-on-track. It’s important to be subtle so it doesn’t seem like you’re cutting off the caller.

Buffer Examples:

“Let me ask you…”

“Can we schedule your delivery…”

“That’s great. Let’s look at the calendar…”

Key Point 9: Avoiding Mouth Noises

Discussion Questions:

1. List four things you should avoid doing while talking on the telephone.

Answer:

A. Eating

B. Drinking

C. Humming/singing

D. Chewing gum

2. Why should you avoid doing these things while handling a call?

Answer:

A. All these produce mouth noises such as

a. Chewing

b. Slurping

c. Swallowing/gulping

d. Humming

B. Many people find these sounds annoying and offensive.

3. Why do people find these types of noises especially objectionable during a telephone conversation?

Answer:

A. The mouthpiece on a phone is a microphone intended to amplify sound. These noises will sound louder

to the caller than to you.

B. These noises can distract callers and can prevent them from hearing you clearly or understanding your

words.

4. Have you ever had a phone conversation with someone who was obviously eating, drinking, humming, etc? What mental picture did you form of that person? What unspoken message can this behavior send your callers?

Answer:

A. It forms an unprofessional image.

B. It tells your callers that their call does not merit your full attention.

C. It tells them they are an interruption.

TELEPHONE DOCTOR PRESCRIPTION:

Mouth noises annoy and alienate callers.

□ The phone mouthpiece or headset is a microphone that amplifies sound to the caller.

□ While on a call, don’t eat, drink, hum or chew gum.

□ Don’t distract or annoy callers with unpleasant mouth noises.

Skill Practice Activity #9

Mouth Noises Annoy and Alienate Callers

Most humans find an enormous amount of self-gratification with their mouths: eating; savoring various flavors; chewing on objects such as straws, toothpicks, pens; licking or chewing on their lips; biting fingernails; kissing, too! We use our mouths/teeth to open stubborn packages, to whistle, to speak. It is no wonder, then, that our mouths are an extremely important part of our physical and sensual make-up.

There is a time and a place for everything, and while you are talking on the phone, that is exactly all your mouth should be doing! No chewing, slurping, humming, clicking, popping, jabbering—just speaking clearly to the caller, that’s it.

In the Essential Telephone Skills DVD program, we saw and heard some very familiar mouth sounds that have no place in the professional workplace while speaking with customers on the phone or in person.

We heard Jeremy slurping his coffee during his conversation, “Oh, I hear what you’re saying…” slurp.

What about Karen, chomping and popping her chewing gum, saying, “How can I be of help…” chomp chomp.

Activity:

1.) What mouth noises have you heard while on the phone? (Allow participants to share their experiences.)

Activity:

Think of times when you might have been making mouth noises during a conversation.

2.) What do you think your caller heard on the other end of the line? (Allow participants to contribute some of

their own annoying mouth noises.)

Key Point 10: Leaving a Positive Last Impression

Discussion Questions:

1. What impression do you get when you begin to feel rushed toward the end of a conversation? How anxious would you be to talk with that person again? Why?

Answer:

A. It isn’t at all uncommon for people to feel uncomfortable, frustrated or offended when they sense the

person they are talking with is in a hurry to end the conversation.

B. Treating callers in this way is likely to make them think:

a. “You’re trying to get rid of me.”

b. “It’s obvious you feel you have something more important to do than to talk with me.”

c. “I don’t matter to you.”

2. Even if you have done a good job in handling the rest of the call, why is it still important to make a positive last impression?

Answer:

A. People tend to remember most clearly the things they hear last. Whatever comes at the end has the best

likelihood of being retained.

B. The impression callers have at the end of a transaction is the one they are going to keep the longest.

3. What impression should you leave with every caller?

Answer:

A. The caller is important to your organization.

B. Each caller should hang up thinking:

a. “They treated me like I am somebody.”

b. “They showed me respect, courtesy and genuine interest.”

c. “They made me feel I matter to them.”

4. What are some phrases that you can use with callers that will help make a positive last impression?

Answer:

A. “Thanks for calling.”

B. “Please call again.”

C. “We appreciate your business.”

D. “It’s been good talking with you. Again, my name is Karen. Thank you for calling today.”

E. “It was very nice to meet you by phone.”

TELEPHONE DOCTOR PRESCRIPTION:

Leave your customers feeling great about your organization.

□ A positive last impression counts every bit as much as a good first impression.

□ Make every caller feel important to you and your organization.

□ End your conversation on a positive note. Let callers know you are glad they called and are looking forward to hearing from them again.

Skill Practice Activity #10

Leaving a Positive Last Impression

Ask participants to create at least three closings that will leave a positive last impression with their callers. Ask them to write them down and share some of their responses.

Remind them to practice using all the ten essential skills every day until they become habits.

Keep this template handy to help prepare for calls.

A Quiz On

ESSENTIAL TELEPHONE SKILLS:

ANSWERS ARE IN BOLDFACE TYPE

Note: Here's a chance to see how much the participants have learned. The quiz is on page 16 in the Participant Workbook. The answers are on page 21 of the Participant Workbook.

F 1. Callers want to know if they've reached the right organization, so the first thing to say to a caller is your organization’s name. (T or F)

T 2. Callers deserve to be asked if they’re able to hold. (T or F)

T 3. It’s up to you to control long-winded, talkative callers. (T or F)

F 4. As long as you take a message, it's impossible to make mistakes. (T or F)

F 5. “Marie speaking” is a good example of a buffer. (T or F)

B 6. Which of the following is okay to do on the phone?

a. Softly hum a tune.

b. Say, “I see” or “I understand” from time to time.

c. Use your fingertips to drum a rhythm on the desktop.

F 7. Research clearly proves that using a caller’s name is considered patronizing or insulting. (T or F)

F 8. It isn’t always necessary to thank the caller for holding, especially if you are in a hurry. (T or F)

T 9. Spoken feedback is even more important on the phone than face-to-face. (T or F)

F 10. The best way to leave a positive last impression is to bring the call to a rapid close.

(T or F)

Before They Go

In order to reinforce the skills and techniques that have been addressed, choose one or more of these reinforcement options.

Choose Methods of Review

A. Additional discussion questions may be provided in this Leader’s Guide for your use.

B. The corresponding CD ROM Participant Workbook provides a 10-point quiz directly related to skills shown in the program.

C. Telephone Doctor® overhead transparencies are a useful way to reinforce the Key Points made during the course. Notice the Key Points are identical to the Telephone Doctor Prescriptions located throughout the Leader’s Guides and Participant Workbooks.

D. More great news! By purchasing the program, ESSENTIAL TELEPHONE SKILLS, Telephone Doctor grants permission to recreate the Overhead Transparency pages in a PowerPoint presentation or copy the pages to create overhead transparencies.

E. If you are using the Before-and-After Skills Inventory to evaluate training effectiveness, instruct participants to re-take the inventory and compute scores to evaluate improvement. Congratulate participants on their improvement.

Your Finalé

A. Change is more likely to occur if participants commit to implementing skills and techniques discussed during this course. Various resources are available illustrating commitment exercises. We have included A Call to Action commitment exercise in the corresponding CD ROM Participant Workbook, page 17.

▪ Experts say that it takes a minimum of 21 days to change a behavior.

Let's start creating a successful plan by writing down three new skills from ESSENTIAL TELEPHONE SKILLS. Your level of readiness to change will determine how successful you are, and how much time it will take. But you need to be ready, able and willing to make change happen in 21 days.

B. In order to evaluate training success and identify areas to improve, provide participants with the opportunity to make comments using evaluations. This is a prime opportunity to identify future training needs.

C. Distribute Telephone Doctor® Desktop Reminder Cards. They provide participants with a quick reference of important key points discussed in the course. This enables participants to have an ongoing reminder of skills needed for improvement.

Key Points: ESSENTIAL TELEPHONE SKILLS

(Overhead Master)

Key Point # 1: Answering a Business Call

Use the three-part greeting.

a. Begin with a pleasant buffer. Example: “Thank you for calling…”

b. Follow with the name of the organization or department.

Example: “…Mollner Industries…”

c. End with your name. Example: “…this is Kine.”

d. Substitute your department or group for organization name. Example:

“Thank you for holding. Parts department, this is Jeremy.”

Key Point # 2: Putting a Caller on Hold

Effective replacement phrases for “Hang on a second.”

c. a. Let callers know why you need to put them on hold.

d. b. Ask, “Are you able to hold?” Wait for a response.

c. When callers are not able to hold, handle their needs by offering options.

Key Point # 3: Thanking the Caller for Holding

Effectively reconnect with callers after placing them on hold.

a. Reduce frustration of being placed on hold.

b. Ease the conversation back on a positive path.

c. Put your organization head and shoulders above average.

Key Point # 4: Monogramming the Call

Use your caller’s name to build rapport.

a. If you know your caller’s name, use it!

b. Spell and pronounce each caller’s name correctly; ask if you need help.

c. Reintroduce yourself to the caller and build a relationship.

Key Point # 5: Avoiding Excuses

Excuses deter callers.

a. Callers want solutions, not excuses.

b. Take responsibility for the call and express desire to assist.

c. Let the caller know how you CAN help, not how you can’t help.

Key Point # 6: Giving Spoken Feedback Signals

Let your callers know you are listening.

a. Give spoken feedback.

b. Mix your responses to avoid sounding mechanical and insincere.

c. Mirror back or rephrase the caller’s words to confirm understanding.

Key Point # 7: Being Prepared

Take notes!

a. Keep a pen or pencil and a supply of writing paper near the phone at all

times.

b. Take phone messages word-for-word if possible; read message back to

caller.

c. Be sure message includes caller’s name, message, date, time and your

name or initials.

Key Point # 8: Controlling the Conversation

Redirect callers that wander.

a. If a caller gets off the subject, take control of the conversation.

b. Use the “Back-on-Track” approach. Ask a question related to the purpose of the call.

c. Use a subtle buffer to soften your approach to get the caller back-on-

track.

Key Point # 9: Avoiding Mouth Noises

Mouth noises annoy and alienate callers.

a. The phone mouthpiece or headset is a microphone that amplifies sound

to the caller.

b. While on a call, don’t eat, drink, hum or chew gum.

c. Don’t distract or annoy callers with unpleasant mouth noises.

Key Point # 10: Leaving a Positive Last Impression.

Leave your customers feeling great about your organization.

a. A positive last impression counts every bit as much as a good first

impression.

b. Make every caller feel important to you and your organization.

c. End your conversation on a positive note. Let callers know you are glad

they called and are looking forward to hearing from them again.

Leader’s Notes

Leader’s Notes

Leader’s Notes

-----------------------

Telephone Doctor® Three-Part Greeting

1 – Buffer: ____________________________________

2 – Organization: ____________________________________

3 – Your name: “This is _____________________________.”

“How can / may I help you?” is not needed in the initial greeting

Logical Sequence of an Effective Call

( FIRST IMPRESSION

Three Part Greeting

1. “Thank you for calling

2. ____(Organization) & / or ____(Department),

3. this is ________.”

( ( ( ( (Listen)

Welcoming Phrases

“I’d be happy to help you, Mr. Watson.”

Explain/Assist …

“This is Karen in billing. You’ll need the service department. Are you able to hold while I transfer your call to Service? [Pause] Thank you. Jeremy will be happy to assist you.”

Confirm…

“Yes, we will be delivering your monitor on Wednesday.”

Offer additional assistance

“Again my name is ______, what else can I help you with today?”

Show Appreciation

“Thank you for calling today.”

( LAST IMPRESSION

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