weve got your number uf training and organizational development
TRANSCRIPT
![Page 1: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/1.jpg)
We’ve Got Your Number
UF Training and Organizational Development
![Page 2: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/2.jpg)
Welcome!Welcome!
Class Evaluations Class Evaluations
Cell PhonesCell Phones
RosterRoster
Break/Rest RoomsBreak/Rest Rooms
Fire AlarmFire Alarm
Questions!Questions!
![Page 3: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/3.jpg)
![Page 4: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/4.jpg)
![Page 5: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/5.jpg)
Our Focus Today…
• Discuss the importance of strong telephone skills
• Review techniques for effective telephone communication– Speaking/Listening
• Identify common challenges and how to manage them
• Practice skills
![Page 6: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/6.jpg)
Who Are Your Customers?
![Page 7: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/7.jpg)
True or False?
• It really doesn’t matter how I treat my customers.
![Page 8: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/8.jpg)
False
Customers leave because…• Move away• Competitiveness reasons• Dissatisfaction with product• Treated with indifference by a customer
service provider
![Page 9: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/9.jpg)
True or False?
• If our customers don’t complain, it must mean that we are performing satisfactorily.
![Page 10: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/10.jpg)
False
• 96% of unhappy customers don’t complain.
![Page 11: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/11.jpg)
True or False?
• Once you’ve upset or disappointed a customer, it is a lost cause to try to correct the problem.
![Page 12: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/12.jpg)
False
• 75 - 80% of customers will remain loyal if eventually satisfied
• Up to 90% will remain loyal if satisfied “on the spot”
• Also, one satisfied customer will tell at least 5 others
![Page 13: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/13.jpg)
True or False?
• When you answer a call, and the customer really needs to resolve the issue with another department, it's not your responsibility to make sure the customer reaches someone who can help.
![Page 14: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/14.jpg)
False
• Customers are relying on you to be their guide within our organization. They appreciate your customer service if you don't abandon them.
![Page 15: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/15.jpg)
How Your Message Is Conveyed:
• Words used
• Tone of voice
• Body language
From a study conducted in 1971 by Albert Mehrabian and published in his book, Silent Messages
7%7%
38%38%
55%55%
![Page 16: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/16.jpg)
Let’s take a look
4 Tips for Better Phone Communication– Smile
– Don’t Multi-task
– Beware of Dead Air
– Slow Down and Adapt
Video courtesy of Office Arrow®
![Page 17: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/17.jpg)
Effective Speaking
• Vocal quality– Rate
– Volume
– Tone
• Be clear and concise• Smile!
![Page 18: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/18.jpg)
Effective Listening
• Focus on the content• Visualize the caller• Limit distractions• Ask clarifying questions
![Page 19: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/19.jpg)
Effective Listening
• Show empathy (no faking!)• Avoid
– Premature conclusions
– Planning your response
– Placing blame
– Defensiveness
• Listen for the Real Message
![Page 20: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/20.jpg)
Do’s and Don’ts (Pick 2)
Do’s
• Keep an open mind• Listen attentively for
the total meaning• Ask the right questions
at the right time• Pay attention to both
content and delivery• Smile
Don’ts
• Make assumptions or prejudgment
• Interrupt with your thoughts or advice
• Multi-task
• Let your mind wander
• Forget to follow up
![Page 21: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/21.jpg)
Keys to Great Telephone Service
![Page 22: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/22.jpg)
Welcoming Callers
• Be ready to talk• Answer by the third ring• Use an appropriate greeting
![Page 23: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/23.jpg)
Three Part Greeting
• Good morning/afternoon• Your department or college• Your first and last name
![Page 24: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/24.jpg)
Screen All Calls the Same Way
• If available– “May I tell Mr. Johnson who is calling?”
• If unavailable– “Mr. Johnson is not able to get to the phone
at the moment. May I help you or if you prefer I can transfer you to his voicemail.”
![Page 25: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/25.jpg)
When Transferring Calls
• Give a reason for the transfer– “Ms. Thomas is the expert on that subject;
would you like me to transfer you to her?”
• Offer critical information – Name
– Telephone number
![Page 26: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/26.jpg)
When Transferring Calls
• Communicate relevant information to the recipient
• Warm vs. Cold• Avoid excuses
– “Sorry, I’m just a receptionist”
![Page 27: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/27.jpg)
Can I Say it Better?
![Page 28: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/28.jpg)
What One Thing Annoys Callers the Most?
![Page 29: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/29.jpg)
When Placing Callers on Hold
![Page 30: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/30.jpg)
When Placing Callers on Hold
• Ask permission—don’t assume• Be truthful• Check back every 2 minutes• If longer than two minutes
– Explain the delay
– Offer to take a message
– Offer to transfer to voicemail
![Page 32: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/32.jpg)
Common Challenges
![Page 33: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/33.jpg)
The Ego Trip – “I am better than you!”
• Don’t react to his/her ego– Instead offer options
• Appeal to his/her ego• Don’t talk policy
![Page 34: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/34.jpg)
The Hysteric – “I want this done—NOW!”
• Let him/her vent• Demonstrate empathy• Take responsibility for solving the
problem
![Page 35: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/35.jpg)
A Bad Mouth – “Listen, you #@%…”
• Ignore the language• Force the issue• Use selective agreement• Don’t take personally
![Page 36: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/36.jpg)
English as a Second Language – “I don’t understand…”
• You should: – Be patient
– Avoid jargon
– Ask them to please speak more slowly
– Invite them to ask you to repeat yourself
– Show interest
– Summarize
– Volume
![Page 37: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/37.jpg)
Four Phone Challenges
![Page 38: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/38.jpg)
Telephone Features
![Page 39: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/39.jpg)
True or False?
• The following exemplifies a good voicemail message– “Hi, this is Bob. I’m either on the phone or
away from my desk.”
– “Hi, this is Bob Johnson with Finance and Accounting. I’m either on the phone or away from my desk.”
![Page 40: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/40.jpg)
Voicemail
• Callers appreciate– A warm friendly voice
– A first and last name
– Your department name
![Page 41: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/41.jpg)
Voicemail
• Callers want to know– When you might return
– How often you check your messages
– How to get immediate assistance
![Page 42: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/42.jpg)
Speaker Phone• Ask permission
– Identify other listeners
• Do not assume the caller is unaware• When conferencing
– Introduce colleagues
– Routinely identify speakers
• Ensure privacy– Speaker phones can be loud
![Page 43: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/43.jpg)
Caller ID
• Electing not to answer does not remove your obligation
• Allow caller to identify themselves– Do not do it for them
![Page 44: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/44.jpg)
Cellular Phone
• Respect the rights of others not to hear your conversation
• Confirm your department’s policy regarding usage
![Page 45: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/45.jpg)
Warning!
• Even the best technology is a poor substitute for personal service– Website
• Strive to personally assist callers whenever possible
![Page 46: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/46.jpg)
Telephone Service Checklist
![Page 47: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/47.jpg)
Show courtesy during a wait time
1) Explaining why and requesting the customer's permission before putting him/her on hold?
2) Waiting for the customer's response?
3) Setting a "hold" time expectation and keeping the customer informed?
4) On return to the call, thanking the customer for holding?
![Page 48: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/48.jpg)
Other helpful hints
5) Calling back when you promised
6) Answering the phone by the third ring
7) Providing access to someone in authority when necessary
8) Telling customers how long solving a problem will take
![Page 49: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/49.jpg)
Other helpful hints
9) Showing the customer you appreciate his/her business
10) Giving progress reports if a problem can't be solved immediately
11) Screening all calls in a professional and consistent manner
![Page 50: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/50.jpg)
Today We…
• Discussed the importance of strong telephone skills
• Reviewed techniques for effective telephone communication
• Identified common challenges – Learned how to manage them
![Page 51: Weve Got Your Number UF Training and Organizational Development](https://reader033.vdocuments.mx/reader033/viewer/2022051819/5517055455034603568b5122/html5/thumbnails/51.jpg)
We’ve Got Your Number
Thank You!