電話營(yíng)銷(xiāo)禮儀培訓(xùn)英文版

1TelephoneEtiquetteFacilitatorMaeMartin2Objectives:AttheendoftheWorkshop,theparticipantswillbeableto:UseeffectivecallgreetingsasacallerandreceiverProjectDelMar’simageinapositivemannerPracticegoodtelephonetechniquesandtelephonemannersUseappropriatelanguageduringtelephoneconversationsSpeakwithaneffectivetelephonevoiceUseaneffectiveapproachtohandlespecialtelephonetaskslikecalltransfers,takingmessages,callbacks,holds,interruptions,andunintentionaldisconnectsManageDifficultCallsLearntomanagestresslevelsduringcalls3KeyTopics

YourfirstimpressionYourvoiceTipsandpreparingmentallyAnswer&closeetiquetteFrustrationsforcallersCopingwithdifficultpeople4YOURFIRSTIMPRESSION5EtiquetteEssentialsFrom

StarttoFinishLearnthebestgreetingtomakeapositivefirstimpressionandwhatittakestoadvancethatfirstimpressionintoapositivelastingimpression.Takingcontrolofthecall,placingcallsonholdandtransferringcallsarethreeseeminglysimpletasksthatarereallymajor"dangerzones."Learnhowtohandlethesedelicatesituationswithphoneskillsetiquetteinawaythatmakestheinteractionaspleasantaspossibleforthecaller.Youaren'toutofthewoodsyet!Evenifthecallismanagedskillfully,allthehardworkcanbequicklyerasedifthecallisn’tclosedefficientlyandpositively.We'llexaminesubtleandnot-so-subtlehabitsthatcandamagerelationshipswithcallers,andthenwe'llconcludethissessionwithskillsforwrappingupthecallthatwillleaveyourcallersmiling.Theproperwaytoanswerthetelephoneishoweveryourdepartmentwantsyouto.Whateveryourverbiage,answerinsuchawaythepersonontheotherendwillnotdrawaconclusionthatthepersonwhoanswerediscoldandaloof,andhesitatestocommunicatereadily.6Today'stechnologyallowsyoutohandlemorecustomerservicecallsthaneverbefore.Butwhentelephonepersonnellackcallmanagementskills,theonlythingyougetfromallthattechnologyistheabilitytoservemorepeoplepoorly.Thatmeanslosingcustomers-andprofits.YourtelephonepersonalityhasadefinitebearingonyourratingwithDelMar!Basic

Telephone

Techniques7ImportantFirstImpressionsContrarytopopularbelief,treatingothersasyouwanttobetreatedreallyisn’tthebestpracticewhenitcomestocommunicationstyles,becauseitassumesthateveryoneisjustlikeYOU.Communicationisanartandmasteringthatartcanbethekeyforbuildingstrongercustomerrelationships.8Sound/Lookfamiliar?Youcanbecomeconfidentthatyouaredoingthispartofyourworkcorrectlyifyouwillpracticethepropertechniques.

9AnswerPromptlyAnswerbeforethethirdringifatallpossible.Ifyou’retalkingonanotherlineortoapersonatyourdesk,excuseyourself,answerthephone,permitthecallertostatehis/herpurpose,thentellhim/heryouareonanotherlineandaskhim/herifhe/shecanwaitforaminute,oraskifthey’dliketoleaveamessage.10IdentifyYourselfWhatshouldyousaywhenyouanswerthephone?Suggestion: Whenansweringsomeone’selse’sline,givethenameofthecompanyandyourname.Whenansweringyourownlineyoucangivedepartmentandnameatthesametimeandthenyourname;i.e.,“DelMarCollegeCenterforBusiness,SallyMaespeaking”... 11YOURVOICE12TalkwithaSmileinYourVoice––BeCourteousRapidspeechsuggestsimpatience;rapidspeechisdifficulttofollowinface-to-faceconversation,necessitatesrepetitionintelephoneconversations.SLOWDOWN.Slowspeech,incontrastconveysanimpressionoflethargy,forgetfulness,lackofvitality.MAKEANEFFORTTOQUICKENTHEPACE.13TalkwithaSmileinYourVoice––BeCourteouscont’’Bekind,polite,direct,enthusiastic,andspeakwithastrongvoice.Trytohavelittleornobackgroundnoise,i.e.loudradio.Don’tbetoofamiliar.Donotyellortalktoothersintheroomwhileyouareonthetelephone.Donoteat,drink,orchewgumwhiletalkingonthetelephone.Alwayshavepaperandpenbythetelephone.Whenansweringthetelephoneandthecallerdidnothearyourintroductionandsays,““Is______in?”DONOTrespondwith:““Yes.”Thisisconfusingtothecaller.Instead,answerbysaying,““Thisishe/she””or““Speaking.”14ClosetheCallCorrectlyWhentheconversationiscompleted,whatdoyoudo?MakesurethatthecallerhasnomorequeriesUse““Goodbye,thankyourforcalling,”orsomeotherappropriateclosingtoindicatetheconversationisended.Letthecallerputdownthereceiverfirstsotheydon'tfeelyouhavecutthemoff.15TransferCallsQuicklyandCorrectly.Correcttransferofacallrequirestheonewhoanswersthetelephonetogetadequateinformationforcorrectreferral.Whenacallmustbetransferred,themostdesirableprocedureistotellthecallertowhomhe/shewillbetransferred,““I’’llgiveyouMsBrown;shehandlesthosematters;justamoment,please.””Besureyouaretransferringthecallertotheproperpersonordepartment.16HandletheInstrumentCorrectlyDonotholdtheinstrumentwiththemouthpiececuppedinthehand.Holdtheinstrumentbythe““handle.””Donotputthereceiveronitssideonthedesk.Mufflethemicrophonewiththepalmofthehand,notthefingertips,ifyouneedtomakeanyvocalasideduringtheconversation.17ConversationTechniques(1)DevelopmentofCONFIDENCEinhandlingevendifficulttelephonecalls;(2)therecordingofimportantpointsofacall;and(3)theuseofgoodcommunicationpatterns.Assumeandkeeptheinitiativeinconversations.Whenyouanswer-Yourresponse,won’’tstopat,““No,he/sheisn’there.”Itwillextendto:“He/sheisn’there.”““MayIhelpyou?””or“MayIhavehim/hercallyou?”or“MsBrownisoutof““ShallItakeamessage?””theoffice.”or“PerhapsMr./MsXcanhelpyou.”or“Cansomeoneelsehelpyou?”18WhatYouMean:TelltheCaller:"He/Sheisout.""He/Sheisnotintheofficeatthemoment.Wouldyouliketoleaveamessageonhis/hervoicemail?""Idon'tknowwherehe/sheis.""He/Shehassteppedoutoftheoffice.Wouldyouliketoleaveamessageonhis/hervoicemail?""He/Sheisinthemen's/ladiesroom.""He/Shehassteppedoutoftheoffice.Wouldyouliketoleaveamessageonhis/hervoicemail?""He/Shehasn'tcomeinyet.""Iexpecthim/hershortly.Wouldyouliketoleaveamessageonhis/hervoicemail?""She/Hetookthedayoff.""She/Heisoutoftheofficefortheday.Cansomeoneelsehelpyouorwouldyoulikeher/hisvoicemail?""He/Shedoesn'twanttobedisturbed.""He/Sheisunavailableatthemoment.Wouldyouliketoleaveamessageonhis/hervoicemail?""Sheisbusy""Sheisunavailableatthemoment.Wouldyouliketoleaveamessageonhis/hervoicemail?"ConversationTechniquesAcceptableResponses19ConversationTechniquesAcceptableResponsesCont’Toanswer,lamely,acaller’squestionwith,““No,Idon’tknow,”suggestswhat?Buttosay,““No,I’’msorryIdon’’tknow,but...“Mr./MsXmayhaveananswerforthatproblem.ShallItransferyoutohim/her.or“Ifyouwouldliketo‘‘hold’foraminute,I’’llgetMr./MsXtoseeiftheyhaveananswerforyou.”Thesecommentsatleastsuggesttothecallerthatyouareinterestedintryingtohelp.Doyouwantthenameofthecaller?Thentry:““MayItellhim/herwhocalled?””“I’’msureMr./MsXwouldliketoknowwhohascalled.”“Whenhe/shereturns,mayItellhim/herwhocalled?””20ConversationTechniquesWhenLeavingtheLineWhenyouneedtoleavethelineduringaconversation:Sayhowlongitwilltake,andthen:Askyourcallerifhe/shewillholdtheline,orifhe/shewouldpreferthatyoutakeamessage.“Checkin”withyourcallerifyouhavetobeawayfromthelineformorethanaminute,with““Itwilltakemeafewminutesmoretofindthatinformation;doyouwishtowaitorshallIcallyouback?”Avoidsaying,“Justamoment,”thenleavingtheline.Yourcallermayprefertoreceivethatinformationlaterthantowaitoutthetimeofyoursearch!GettheCustomer’’sattention.Topickupthetelephoneandcontinuewith,“its361-698-1116,””willinvariablybringa“whatwasthat?”So…..Thankhim/herforwaitingorapologizefortakingmoretimethanyouhadanticipatedwouldbenecessary.Nowthatyouhavehis/herattentionagain,givehim/hertheinformation.21ConversationTechniquesEndingtheCallHelpyourcallercometoaclosewithahintthatyourconversationhascometoanend.Whenyouarelistening:Keeptheinitiativehere,too.Whetheryouarewaitingforthatbreakintheconversation,orwhetheryouarelisteningtoyourconversationpartner’’scompletestory.22ConversationTechniquesClosingtheCallWhenyouareclosing:Ifyouinitiatedthecall,reviewtheinformationdetails.Whateverthebusinessmayhavebeen.Besurethatthedetailsyouhavewrittendownarecorrect.Ifyouhavereceivedthecall,repeattoyourcallerthebusinessofthecall.Makecertainthatyourcallerhasunderstoodcorrectlywhatyouhavetoldthem.23ConversationTechniquesEndingProlongedCallsWhenyouwishtoendaprolongedconversation:Theacceptedruleaccordsthecallertheprerogativeofclosingaconversation.Ifyouhaveplacedthecall:Evenifyourpartnerintheconversationseemsreluctanttoclosethecontact,itisyourprivilegetoendthetangentuponwhichtheconversationhasbecomelaunchedbyapolite,““Well,then,wewilltakecareofthatmatter,”or“Thankyouforyourinformation,””orwhateverappropriatelyreferstotheoriginalpurposeofyourcall—andthenyourpolite“goodbye.””Ifyouhavereceivedthecall:Thetoneofvoicewhichconveysakindlyself-assuranceisthekeytomakingthiscommentturnthetrick:“I’veenjoyedtalkingwithyou.IwishIhadmoretimetodiscussthismatterwithyou.Thankyouforcalling.24ConversationTechniquesGatheringInformationSUMMARIZEthebusinessatthecloseofthecall.Haveapencilinhandwhenyouanswerthatring.Bereadytowriteaswellaslisten.Recordtelephonecalls.Haveapencilinhandwhenyouplaceacall.Writedownnames,dates,times,place,anditems.Suggestions:Useyournotesforlettersormemosconfirmingconversations.25AvoidVerbalBarrierstoCommunicationWeknowthatpeopleresistbeingtoldthey“have””todoanything!Hereareafewexpressionstoreflectupon:NOTTHISBUTTHISAreyouindifferent?“Holdon...”““DoyoumindwaitingwhileIcheckthatforyou?”“You’’llhavetocheckwith““Mr.Xishandlingthatmatter.Mr.X.MayIhavehimgetintouchwithyou?””Areyouarbitrary?“Youhaveto....““WillyoupleaseaskMr.Jones“Youneedto...tocallMr.B?””Areyoutactless?“Who’’scalling?”““MayItellherwho’scalling,“Whatisyourname?”please?”“MayIaskyourname?”Areyoucastingreflections?“Idon’tknowwhereheis.”““Mr.Xisn’’tintheofficejust“Hehasn’’tcomeinyet.”now.””He’sstillouttolunch.””““MayIhavehimcallyoulater?””“26VoiceMailDo:Makesureyourmessageispolite,direct,andbusinesslike.Makesureyourmessagecanbeunderstoodclearly.ReturntelephonecallspromptlyDoNot:Makecrudecommentsormentionsocialreferencesinyourmessage(i.e.I’’munabletoanswermyphonebecauseI’moutpartying).Havemusicplayinginthebackground.Usemultiplepeoplewhenrecordingthegreeting.Voicemailhasmanybenefitsandadvantageswhenusedproperly.However,youshouldnothidebehindvoicemail.27VoicemailGreetingBesuretorecordyourownpersonalgreeting;don'tusethestandarddefaultgreetingorhaveanotherpersonrecordyourgreeting.Writedownwhatyouwanttosayinyourgreetingandpracticesayingitafewtimesbeforerecording.Includeinyourgreetingyournameanddepartmentsothatpeopleknowtheyhavereachedthecorrectperson.Yourregulargreetingshouldincludeyournormalworkhours.Usetheattendantfeatureifavailable!Thisfeatureallowsthecallertoreachanotherpersoninyourdepartmentfromyourvoicemail.28CheckingMessagesandReturningCallsCheckyourmessagesdailyandreturnmessageswithin24hours.Reply,forward,ordeletemessagesimmediately.Ifyouforwardamessage,besuretoexplaintothepersontowhomyouareforwardingthemessagewhyyouaresendingittothem.29LeavingaVoicemailMessageforAnotherPersonWhenyouhavetoleaveamessageforsomeonetoreturnyourtelephonecall,trytohavethecorrectpronunciationoftheirnameandmakesureyoustatethefollowingclearly:Speakclearlyandslowly.Besuretoleaveyournameandextensionnumber.It'sbesttosayitatthebeginningandendofyourmessage.Keepmessagesshortandtothepoint.Rememberthatyouwanttoleavethepersonyouarecallingwithagoodimpressionofyou.Leavethedateandtimeyoucalledinthemessage.Letthepersonknowthebesttimetocallyouback.Coveronetopicinonemessage;specifywhatyouwanttherecipienttodo.30MoreEtiquetteTips31SurvivalToolsTherearespecificvocabularyformulastousetoreducetheemotionalimpactofdifficultcallersandmethodsthatcanturnastressfulencounterintoapositiveinteraction.Oneofthecriticalfactorsinsuccessfultelephonecommunicationwhichbearsrepeatingis––voicetone.32ProceedCautiouslyChoosetherightwordorphrasetosendthebestmessage.Learnhowtosay"no"inapositivemannerbysubtracting"Not"Wordsandnegativephrasingfromyourcommunication.Theendresult:callerswhounderstandandacceptyourinformationmorequickly.33DealingWithDifficultCallersWhatyoushoulddois:ListenwithoutinterruptingGatherthefactsandmakeanoteofthemTaketheirdetailssoyoucangetbacktothemSympathizewiththemandoffertoactasfastasyoucanApologizeifyouhavemadethemistakeStaycalmeventhoughthecallerisangryandpossiblyabusive.34ThreeMythsaboutStudents/Callers1.Studentstrytomakethingsdifficult.2.Studentsliketocomplain.3.Studentsexpecttheimpossible.4.Studentsareneversatisfied.3516WordsandPhrasesThatKeepStudentsCoolHello!I'msorrytokeepyouwaiting.Goodmorning!Thankyouforwaiting.Please.Itwasnicetalkingwithyou.Thankyou.IsthereanythingelseIcandoforyou?I'mverysorry.Thankyouforcomingin(orcalling).Excuseme.It'sbeenapleasuretoserveyou.You'rewelcome.I'dbehappytodothatforyou.MayIhelpyou?Weappreciateyourbusiness.36AreYouSureYou'reUnderstood?Checkyourpresentation.Speakdistinctlyatamoderatepace,withenoughvolumetobeheardclearly.Staywithyourcaller.Don'tgiveimportantinformationwhenthecallerdoesn'tappeartobelistening.Useeverydaylanguage.Whenyoumustuseatermcallersmaynotunderstand,explainit.Repeat,orspellout,information.Askforfeedback.Encouragequestions.37WhatToDoWhenYouMakeaMistakeYoucanrecoverfromblundersandbeawinner.Here'show:Makethingsright.Yourfirstresponsibilityistocorrectthemistake.Apologize.Whenyoumakeamistake,you'llusuallygainstaturebyapologizinginadirectway.Letthematterrest.Oneapologysuffices.Learnmoreaboutoperations.Ifyouhavetotrackdownagoof,usetheoccasiontolearnmoreabouttheintricaciesofyourdepartmentorcampusoperations.Askifyoucandosomethingelse.Afterresolvingyourmistake,askifyoucanhelpinanyotherway.Letothersknowyou'velearnedsomething.Assurethoseaffectedbyyourerrorthatitwon'thappenagain.Keeprecords.Keeparecordoferrorsmade,thecauses,andtheirsolutions.Reviewthelistofmistakestopreventtheirrecurrence.3811MostFrequentCallerComplaints"Thetelephoneringsforalongtimebeforeitisanswered."Trytoanswercallswithin3rings.2."Theyplacemeonholdforsometimes,itseems,hours."Ifyoufindyourselfplacingmanycallsonhold,writedownthenameofthecallerandabriefdescriptionofwhattheyarecallingabout.3911MostFrequentCallerComplaintsCont’3."Thelineisbusyforhoursitseems."Trytokeepcallsshort.4."Theyareveryrudeandgetoffensivewhenaskedtheirfullnameorsometimesjustwon'tgiveit."Trytostaypleasant.5."Theyletmetalkonandononlytorealizethatthey'renotthepersonIshouldbetalkingto."Politelyinterruptthecallerifyouareunabletohelpthem.4011MostFrequentCallerComplaintsCont’6."IfIcallthewrongdepartmentforhelp,theydon'tgivemesuggestionstowhereIshouldbecalling,theyjustsay,'Idon'tknow,notourdepartment.'"Frequently,youwillfindthatyournumberissimilartoanotherdepartmentoncampus.Ratherthanhanginguponacallerorsayingyoudon'tknow,trytobehelpful(withinreason).7."Theydon'tclearlylistentomyneedsbeforetheytransfermetothewrongperson."Listentothecallercarefully!8."Sometimestheydisconnectmewhiletransferringmycall."Becarefulwhentransferringacall.4111MostFrequentCallerComplaintsCont’9."Theytoldmetocallback,butnevergavemeanameornumberordivisiontoaskfor."Ifyoutellacallertocallbacklater,tellthemwhichnumbertocall.10."Thepersonsays,'Wait',andthentalkstootherco-workerswithoutputtingmeonholdsothatIcan'theartheirsmalltalk."Usetheholdbutton!11."Theyanswerwithanaggravatedvoice,asifIdisturbedthembycalling."Rememberthatstudentsarethereasonthereisacollege.42BattlingBurnout:

FiveSurvivalTipsNevertaketheworkpersonally.Whenstudentscomplain,theyarenotcomplainingaboutyoupersonally.Don'ttakeproblemshome.Giveyourworkcompleteattentionwhileyouare"onduty,"butleaveittherewhenyougohomeatnight.Findwaystoreducestress.Yes,ithasbecomeaclichétorecommendexercisetoreducestress.Gethelpfromothers.Don'tletyourselffeelisolatedandalone.Rememberthe"goodnews."Studentsusuallycallwithproblems,notpraise.Butdon'tletthatgiveyouawarpedperspectiveoftheworld.43FiveWaystoAddSomeFuntoYourWorkdayWorkinaperk.Breathe.Severaltimesduringtheday,pauseforthreeslow,deep,relaxingbreaths.Keepstressrelieversonhand.Celebratesmallvictories.Reviewyoursuccessesattheendoftheday.Thinkaboutwhatyoudidwell.4410TipsforKeepingFreshandCoolUnderPressureTakebriskwalksonyourbreak.Postmotivationalquotesonyourphoneoraroundyourworkstation.Getmoresleepatnight.Takebreakswithpositivecoworkers.Shareyourfeelingsaboutworkwithfriendsandfamilymembers.Eatahealthylunch.Listentomotivationaltapesonyourwaytowork.Maketimeforyourhobbies.Keepafunnypicturenearyourphonesoyouremembertosmile.Allowyourselfonefiveminutephonecalltoafriend.45AttheEndoftheDay….Attheendoftheday,spendafewmomentsreflectingOnwhatyouhaveaccomplished.Tallyupthegoodexperiencesagainstthebad.Sure,therearealwaysangrystudentsandthoseyoucanneverplease.Becauseyouareaprofessional,it'snaturaltorememberandbeconcernedaboutthenegativestudentcontactsyouexperience.Youdeservetopatyourselfontheback!9、靜夜四四無(wú)鄰，，荒居舊舊業(yè)貧。。。12月-2212月-22Sunday,December25,202210、雨中黃葉樹(shù)樹(shù)，燈下白頭頭人。。14:51:5614:51:5614:5112/25/20222:51:56PM11、以我獨(dú)沈久久，愧君相見(jiàn)見(jiàn)頻。。12月-2214:51:5614:51Dec-2225-Dec-2212、故人江海別別，幾度隔山山川。。14:51:5614:51:5614:51Sunday,December25,202213、乍見(jiàn)見(jiàn)翻疑疑夢(mèng)，，相悲悲各問(wèn)問(wèn)年。。。12月月-2212月月-2214:51:5614:51:56December25,202214、他鄉(xiāng)鄉(xiāng)生白白發(fā)，，舊國(guó)國(guó)見(jiàn)青青山。。。25十十二二月20222:51:56下下午14:51:5612月月-2215、比比不不了了得得就就不不比比，，得得不不到到的的就就不不要要。。。。。。十二二月月222:51下下午午12月月-2214:51December25,202216、行行動(dòng)動(dòng)出出成成果果，，工工作作出出