Published on June 30, 2014
24/06/2014 Learning and Development 2 Positive First Response The Greeting Introduction Organisation/Department >name. - i.e. Good morning/afternoon (insert scheme/Department etc.), my name is ……………..can I take your name please? Thank you Mr Jones, can I take your reference number please? If customer has held for you: Thank them for their patience>introduce self and position. i.e. “ Thank you for waiting, this is John Smith, How may I help you?” Outbound Calls I’m calling today in relation to …….. Is it convenient at the moment? The call is likely to take……. minutes. I understand you called earlier and I’m just returning your call…. How can I help you? We want to sound confident and welcoming. The telephone skills and techniques for doing this are: 1.Positive Posture - sit up straight in your chair and lean forward to take the call. Don't slouch, as this will deaden your voice tone. Positive posture not only helps give you a richer voice tone, but it helps make you feel more confident. 2.Greet the Customer as if you are delighted they called. Smiling on the phone really does work! 3.Get the Customer's name and use it. Everyone likes to be treated personally, like a human being. We do this by giving our own name and by using the Customer's name 4.Give a positive, definite first response. For example, "Certainly, I'll be happy to help"; or "No problem, I can do that for you". A positive first response will have a reassuring effect on your Customer.