Feature Presentation

‘Above & Beyond’

Telephone Service

Action

Lights

Camera

Cast Members Featured:

SGMC’s Professional

Employees

Our Star Performer:

YOUAre!

Powerful First Impressions

Our Audience Remembers…Our Audience Remembers…WordsWords

ToneTone

16%

84%

Inflection…What You Think and Feel

• Monotone & flat voice

• Slow speed & pitch

• High pitch & emphatic

• Abrupt speed & loud

• Bored… No interest

• Leave me alone!

• ENTHUSIASM!

• Disgusted/closed minded

The Power of a Name

• Listen to callers…they will tell you how to address them (Dr., Mr., Mrs. Or First Name)

• When in doubt, address female callers as - Ms. rather than Miss or Mrs.

• Ask permission to use his/or her first name - Good manners are always in style!

Principle Incoming Call Errors

• Bureaucratic Bounce

• The Unanswered Phone

• The Dreaded Hold

• Cliff Hangers

• Missed Messages

The Receptionist Greeting:4-Parts

Greeting“Good Morning or Afternoon”

Identify SGMC

Give your first name

Ask..how you can help

Receptionist Greeting

“Good Morning,

South Georgia Medical Center.

This is Joyce.

How may I help you?”

SMILE

Answering for Your DepartmentInside Call: 3-Parts

1. Identify the name of your department

2. State your first name

3. Ask…how you can help

Answering for a DepartmentOutside Call: 5-Parts

1. Greeting“Good Morning or Afternoon”

2. Identify organization“SGMC”

3. Identify department

4. State your first name

5. Ask…how you can help

Answering Your Direct Line3-Parts

1. Greeting:“Good Morning/Afternoon”

2. State your first name:“This is ________.”

3. Ask…how to help

“How may I help you?”

How to Place A Customer on Hold

• Ask Permission

“May I place you on hold, please?”

“Will you hold please?”

• Give Options

Offer to take a messageOffer to have someone to call them back

Volunteer to be of assistance

How to Place A Customer on Hold

• Wait for a response…then say “Thank You” before clicking

• Tell the caller ‘why’ they are being placed on hold• Give a time frame• Thank the caller for holding after returning to the

line

Transferring A Call

Explain ‘why’ the caller is being transferred

Ask the caller if he/she minds being transferred

Make sure someone is there to pick up the call

before you hang up

Tell the person to whom you are transferring the call, the caller’s name and the nature of the call

Ending the Call Repeat any action steps you are going to take…seek

understanding and clarification

Ask the caller if you can do anything else for them

Assure the caller they can call anytime or thank them if they have brought something to your attention

Let the caller hang up first

Write down all pertinent information immediately

Voice Mail Tips Be brief and to-the-point

Always give callers a ‘back-up’ name/ extension

If you are at your desk, answer the phone vs. allowing the call to go in to voice mail

Return all voice mail messages within 24 hours

Change your voice mail message if you are going to be unavailable for more than one day

E-Mail Tips

Respond Promptly

Write a Clear Subject Header

Get to the Point

Quote Earlier Messages in Your Replies

Be Professional

You are nowSGMC’s Star!

Any Questions?

Production Credits:

South Georgia Medical Center

CustomerCare Team

Telephone Manners Subcommittee