Winning Telephone Techniques Module 4 Module 4 4–1

Winning Telephone Techniques Module 4 Module 4 4–1

Learning Objectives Describe the unique challenges associated with providing effective customer service to phone callers. Identify the strengths and weaknesses of their telephone styles and techniques. Identify effective telephone skills. Module 4 4–2

Phone Contacts Communicating effectively on the telephone is a unique skill Module 4 4–3

Basic Phone Skills Telephone etiquette can make or break the caller’s perception of your service Module 4 4–4

Inflection 86% of the message is from your tone of voice 14% is grasped by the actual words Module 4 Words Tone of Voice 4–5

Tips to Improve Inflection Smile Stress Words Breathe Exaggerate your tone Module 4 4–6

Group Activity Module 4 4–7

Summary & Conclusions The unique challenges associated with providing effective customer service to phone callers Identified the strengths and weaknesses of your telephone styles and techniques Identified effective telephone skills Module 4 4–8