Contact skills telephone contact Yipsir www yipsir com

Contact skills – telephone contact Yipsir www. yipsir. com. hk 1

Session schedule Activity Theme Time 1 Warm-up games 20 min 2 Video and discussion 40 min 3 Mini Lecture– Essential Steps of opening a call 30 min Break 10 min 5 Role Play – An opening call 40 min 6 Role Play – What to say? 30 min 2

Warm up activities Led by students 3

Group Sharing • Share one pleasant and unpleasant telephone contact experience. • What are the conversation contents, tone and attitude of the operator / receptionist? 4

Activity 1 Video and Discussion Identify the key issues in using the telephone effectively: 5

Activity 1 Video and Discussion Identify the key issues in using the telephone effectively: 1. 2. 3. 4. 5. 6. Preparation Tone of voice, Personalization & Courtesy Hold and Transfer Greet and Identify Listen, Ask questions, Offer a solution Repeat instructions 6

Q&A 1. Before making the phone call what steps should be prepared? – – – List Telephone number and any detailed information you may use Mentally prepared 2. What are some of the ways that you can let the other person on the telephone know you are ready to help them? – – – Greeting with “How may I help you? ” Warmth of voice Being straightforward Sincere Using the other person’s name 7

3. What are the first things you say when answering the phone? – Greet – Identify (your organization/department, and yourself) – Ask “How may I help you? ” 4. When you put someone on hold, how long should you get back to them? – 30 seconds 8

5. What words do you use to show courtesy on the telephone? – – – Please Thank you How may I help you? I appreciate it You are welcome I am sorry 6. How can you make people feel better when they are put on hold or transferred? – – Let them know what you are going to do Assure them that they will hear back from you or another person 9

7. What do you want to find out when you ask customers questions? – What they want and need 8. What are some of the ways to enable you to understand instructions on the telephone more effectively? – Take notes and repeat instructions 9. How many rings should you answer to a business telephone call? – 3 rings 10

Mini-lecture Essential steps of opening a call 11

Identifying your company 1. Odyssey Promotions, can I help you? 2. Good morning, Communion International. 12

Identifying yourself 1. This is … 2. … speaking 3. …. here. 13

Identifying the caller 1. 2. 3. 4. Who’s calling, please? Who’s that speaking? May I ask who’s calling? I’m sorry, I didn’t catch your name. 14

Asking for your connection 1. 2. 3. 4. I’d like to speak to … Could you put me through to … ? Could I have extension 244, please? Could I speak to someone in the … department? 15

Explaining the purpose 1. 2. 3. 4. I’m calling about … The reason I’m calling is … It’s about … It’s in connection with … 16

Asking about the purpose 1. Could you tell me what it’s about? 2. What’s it in connection with? 17

Making the connection 1. Just a moment. 2. I’m putting you through. 18

Importance of good Telephone Manner 1. Usually the first contact that a person has with an organization. 2. Create first impressions about the person and the company based on the following: – – Efficiency Communication skills Friendliness Expertise 19

Be Prepared to Handle Calls 1. work area is set up for comfortable and efficient telephone use. 2. Keep your frequently called numbers list current and have material you may need to refer to within reach. 3. Have note paper, message slips and pens handy. 4. If you agree to do something for a caller, be sure to write it down and then check it off when completed. 20

Take Messages Cheerfully and Accurately 1. Be willing to take message for others. 2. Keep a note pad handy to record key words and phrases. 3. Read the message back to the caller to be sure it is accurate. 4. Then be sure to pass the message to the right person. Most organizations use message forms. Fill out the form completely and legibly. 21

Points to note in taking a message 1. Get the full name and correct spelling. 2. Ask for the name of the organization if appropriate. 3. Get the full telephone number, including the area code if it’s long distance. 4. Say, “Thank you, ” and assure the caller that you will give the person the message as soon as he or she is available. 5. Note the time and date the message was taken, and add your initials in case there any questions. 22

Activity 3 Role play An opening call 27

Choose one of the calls below and rotate the role as the Caller, the Person Called and the Observer. Make use of the check list to evaluate the performance of the caller Situation 1: You are staying in Macau. You would like to book some theatre tickets for a show called ‘Shanghai Express’ which will be shown in Hong Kong. Decide the night, number of tickets, and price range. Situation 2: You have recently placed a job advertisement in South China Morning Post. Unfortunately they published it with two errors (a spelling mistake and a word missed out). Phone the newspaper to get some action. Situation 3: You are a computer game purchaser. You need to buy some computer hardware. You have heard that a new distributor called “Compusave” is offering some very good trade discounts. Call them and try to speak to their Sales Manager. Situation 4: You want some information about a competitor’s prices (tourist agent). A colleague has recommended that you phone a consultant who may have this information. Your objective is to call this person to get the information. Situation 5: You are looking for a job. A friend has recommended a manager who might be able to help you. Your objective is to call this person and try to arrange a meeting. 28

Checklist - An Effective Opening 1. Preparation: Does he/she prepare for the call? 2. Purpose: Is the purpose of the call clear? 3. Identity: Are the introductions adequate? 4. Information: Is the information clearly communicated? 5. Tone: Is the atmosphere positive? 6. Courtesy: Is there courtesy? 7. Share with the group members, identify the problems and explore how to effectively communicate over the phone. 29

Activity 4 Role play – What to say? Work in groups, identify the roles of group members, conduct the role play. The lecturer may pick up a group to deliver the role play in front of the whole class, the other classmates should make comment on the caller, and the person to be called. 30

Scenario One You are working in a travel agency. Your duties include providing information for visiting customers, selling air-tickets, and answering customers’ enquiries through telephone. One day, the telephone rang, and you picked it up. A customer called in enquiring about European tours and asked you to suggest him a package tour for Europe. Unfortunately, you were a new employee of the company, and not familiar about the European tours. Furthermore, it was lunchtime; all other tour consultants left for lunch. You explained the situation to the customer, and asked him to call back one hour later. However, the customer was upset and said that he wanted to have the information immediately. How are you going to handle the customer over the phone then? 31

Scenario Two The telephone rings and you pick it up, a loud voice comes out, “I called your customer service department to make a request a few minutes ago. I didn’t know who answered my phone. She asked me to wait and said that she would put me through to the manager. But she didn’t. Now, do not transfer the line to another person again. I want someone who can help me solve my problem. ” The person on the other side keeps talking about his problem. You knew that you can neither transfer the line to the right person nor hang up the phone. What are you going to do? 32

3 -Step model When you can’t fulfill the customer’s request 1. Active listening and explain the reason 2. Show empathy 1. Let the customer know what you can do (offer an alternative solution) 33

The End 34