LMS Flipbook 4.12.17

Five Telephone Skills to Engage Callers

Identify the Company and Yourself Upon answering the phone with your greeting, give the company name-MOLLY MAID as well as your name. Callers like to know who they are talking with. Try this exercise: “Thank you for choosing Molly Maid, this speaking, how may I help you?” Shoulders Back, Head Up, Breathe and Smile! Professional CSRs establish a ritual before answering the phone. In order to project a pleasant greeting, their bodies are positioned accordingly. Why take a deep breath? Because most of us take shallow breaths in and out. Try this exercise: As you hear the phone‘s first ring, take a very deep breath, at the height of the inhale say, “Thank you for choosing Molly Maid, this speaking, how may I help you?” Hear the energy in your voice. Try the same exercise with small, shallow breaths. “Thank you for choosing Molly Maid, this is speaking, how may I help you?” Do you hear and feel the difference? How you breathe when picking up the call is not the only suggestion that will make a difference in your greeting. Believe it or not, your smile can be recognized over the phone. When you smile your vocal cords are pulled differently and your voice automatically sounds warmer, brighter and friendlier. Try one more exercise putting it all together, Shoulders back, Head up, Breathe and Smile! “Thank you for choosing Molly Maid, this speaking, how may I help you?” 2. Studies show that after only 17 seconds callers on hold become aggravated. The only exception was when the employee explained why the caller was being asked to be put on hold and was provided the estimated time that they would be on hold. Telling them how long they must wait before being put on hold will reduce the chances of alienating your callers. Listen To truly make callers feel they are important and highly valued to Molly Maid; put everything down and focus. Everyone likes to have someone’s undivided attention. Listen to what they say and how they say it! Do you detect any emotion in your caller’s voice? Does it match or support the words they are using? Take notes. Get into the habit of writing down short quick references on the Call Scratch Sheet to any questions you want to ask or points you wish to raise or comment on. When your caller has finished speaking refer back to your notes if necessary. Recap the key facts you heard the caller tell you. Statements such as “What I’m hearing is…” and “Sounds like you are saying…” are great ways to make sure you have heard correctly and to validate the customer’s needs 4. 3. No hold button here Never! Never put callers on hold. Let Perceptionist take the call.

Made with FlippingBook - Online catalogs