Phone Handling and Interpersonal Skills

Phone Handling and Phone Handling and Interpersonal SkillsInterpersonal Skills

Presented by: Debbie OltonPresented by: Debbie Olton

Interpersonal Skills . . .Interpersonal Skills . . .

refer to the mental and communicative refer to the mental and communicative methods used during social communications methods used during social communications and interactions to reach certain effects or and interactions to reach certain effects or results results

are used in business contexts to refer to the are used in business contexts to refer to the measure of a person’s ability to operate within measure of a person’s ability to operate within business organizations.business organizations.

http://http://en.wikipedia.org/wiki/Interpersonal_skillsen.wikipedia.org/wiki/Interpersonal_skills

Interpersonal Skills . . .Interpersonal Skills . . .

Participation and teamworkParticipation and teamwork

Contribution to unit moraleContribution to unit morale

Working cooperatively with the Working cooperatively with the public, peers and subordinates; public, peers and subordinates; andand

Accepting advice and Accepting advice and counseling from superiorscounseling from superiors

Annual Employee Reviews rate from a Annual Employee Reviews rate from a

““Needs Improvement” to “Outstanding” in the areas of:Needs Improvement” to “Outstanding” in the areas of:

Social SkillsSocial Skills

Greet in a positive and professional Greet in a positive and professional mannermanner

Allow caller to explain themselves fullyAllow caller to explain themselves fully

Respond to caller’s requests satisfactorilyRespond to caller’s requests satisfactorily

Advise the caller of what will happen nextAdvise the caller of what will happen next

Social SkillsSocial Skills

What is your What is your responsibility?responsibility?

You are to . . . .You are to . . . .

Guide and control the conversation to obtain the Guide and control the conversation to obtain the information needed to meet each customer’s needs.information needed to meet each customer’s needs.

Provide answers to the customer’s requests to the Provide answers to the customer’s requests to the best of your knowledge and skills.best of your knowledge and skills.

Communication SkillsCommunication Skills

Citizens are already anxious.Citizens are already anxious.

To ease the tension within the first 60 To ease the tension within the first 60 seconds . . . seconds . . .

Greet the caller in a friendly voiceGreet the caller in a friendly voice Speak clearly at a moderate Speak clearly at a moderate

speedspeed State your name and agencyState your name and agency Ask how you can provide Ask how you can provide

assistanceassistance

Verbal Communication - Starting A ConversationVerbal Communication - Starting A Conversation

Communication SkillsCommunication Skills

Verbal Communication – Ask Questions to:Verbal Communication – Ask Questions to:

Get or clarify information from the customerGet or clarify information from the customer Express interest in the customerExpress interest in the customer Aid customer to help themselvesAid customer to help themselves

A – AssessA – Assess S – StateS – State K – KnowK – Know

ListeningListening

Good listening can be learnedGood listening can be learned

It requires:It requires:

Your willingness to learnYour willingness to learn

Skills to help you listen more Skills to help you listen more effectively, andeffectively, and

Continual practiceContinual practice

Non Verbal CommunicationNon Verbal CommunicationWhat are some of the things that may hinder Listening? What are some of the things that may hinder Listening?

BarriersBarriers

Being a good listener means identifying and overcoming Being a good listener means identifying and overcoming barriersbarriers

Most barriers are derived from 3 sources:Most barriers are derived from 3 sources:

The environmentThe environmentThe customerThe customer

YouYou

Guiding Customer ConversationsGuiding Customer Conversations

Barriers to ListeningBarriers to Listening

Visual distractions that inhibit effective Visual distractions that inhibit effective concentration concentration

Tiredness Tiredness Customer speaking too fast or with an Customer speaking too fast or with an

accent (cultural diversity)accent (cultural diversity) Customer speaking too slowly or too muchCustomer speaking too slowly or too much Poor connection on the phonePoor connection on the phone Noisy workspaceNoisy workspace

Active ListeningActive ListeningHelpful TipsHelpful Tips

Demonstrate that the caller has your full Demonstrate that the caller has your full attentionattention

Let the customer speak without Let the customer speak without interruptioninterruption

Ask the speaker to repeat anything you Ask the speaker to repeat anything you did not understanddid not understand

A Way With WordsA Way With Words

Words customers don’t want to hear:Words customers don’t want to hear:

Can’t, Won’t, Impossible Can’t, Won’t, Impossible My computer is slow, down My computer is slow, down Humming or singingHumming or singing ChewingChewing Cell phone music or ringingCell phone music or ringing

Positive LanguagePositive Language

AKA Body LanguageAKA Body Language

is the art of using words is the art of using words and phrases to create a and phrases to create a positive image in the positive image in the customer’s mind. It . . .customer’s mind. It . . .

lets the customer know what you can do, not lets the customer know what you can do, not what you can’twhat you can’t

shows enthusiasm and sincerityshows enthusiasm and sincerity

reflects an attitude of true service and reflects an attitude of true service and reinforces your commitment to doing your bestreinforces your commitment to doing your best

Phone ConversationsPhone ConversationsAs a Customer, which of the following As a Customer, which of the following

statements would you prefer to hear?statements would you prefer to hear?

““Our computers are slow/down, and I can’t get the information Our computers are slow/down, and I can’t get the information for you right now. Can you call back tomorrow?”for you right now. Can you call back tomorrow?”

““Sir, I need to place you on hold while I research the Sir, I need to place you on hold while I research the information, is that ok?”information, is that ok?”

Upon returning to caller, thank them for Upon returning to caller, thank them for being patient.being patient.

Your attitude is reflected not only in your Your attitude is reflected not only in your voice, but also in the steps you take to voice, but also in the steps you take to relate to your customers. relate to your customers.

Ending ConversationsEnding ConversationsWithout an effective ending customers might:Without an effective ending customers might:

Be confused about what will happen Be confused about what will happen nextnext

Miss an important detail that just Miss an important detail that just didn’t come up in the conversationdidn’t come up in the conversation

Hesitate to take further actionHesitate to take further action Not feel that your agency has any Not feel that your agency has any

interest in theminterest in them Waste time contacting another agent Waste time contacting another agent

and have the same conversationand have the same conversation

Helpful RemindersHelpful Reminders

Put Yourself in Caller’s ShoesPut Yourself in Caller’s Shoes

ListenListen

RepeatRepeat

ApologizeApologize

AcknowledgeAcknowledge

ExplainExplain

ThankThank