Essential telephone skills leader’s Guide

CONTENTS

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Copyright 2008

Telephone Doctor is a St. Louis based customer service training company that offers products and techniques designed to improve the service skills of customer contact employees. Nancy Friedman, our founder and president, presents this program. Through DVDs, CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee turnover. For additional information, please visit www.telephonedoctor.com.

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ESSENTIAL TELEPHONE SKILLS: The Goal of the Course

Any person that conducts business on the telephone for any organization plays a critical role in that organization’s success. Given the importance of that function, this coarse has one goal: To improve performance of your organization’s employees by identifying inappropriate telephone procedures and providing effective alternate techniques. Essential Telephone Skills will show you how to effectively answer, handle and route calls in a professional manner that will leave a positive last impression on callers.

In support of this goal, participants who have successfully completed this course will have demonstrated, through written and/or verbal exercises, the ability to:

• 
  Describe and apply ten techniques that maximize effectiveness in receiving, handling and routing telephone calls.
  

• 
  Learn the three parts of the Telephone Doctor’s recommended telephone greeting and state their purpose.
  

• 
  Establish DOs and DON’Ts of fundamental telephone communications.
  

If your participants are using the Essential Telephone Skills Workbook, turn to page 10 of this Leader’s Guide for instructions. Read the instructions aloud and give the participants 5-10 minutes to complete the exercise on page 4 of the Participant Workbook.

• 
  One Key Point at a time during a staff meeting.
  
• 
  Use a single segment as a Buy-In Activity.
  
• 
  Individual Key Points can be used to add another dimension to other training programs.
  

I. Introduction to the Topic (See “The Goal of the Course” page 4) (Approximately 5 min.)

A. State the goal of the course in your opening comments.

B. Include the class objectives.

A. Introduction of trainer.

B. Use an icebreaker activity or buy-in activity.

C. Administer: Before-and-After Skills Inventory. (Also in Participant Workbook)

A. Ask discussion questions provided in Leader’s Guide.

B. Participants complete accompanying workbook pages.
Key Point # 1: Answering a Business Call

Use the three-part greeting.

1. 
   Begin with a pleasant buffer. Example: “Thank you for calling…”
   
2. 
   Follow with the name of the organization or department. Example: “….Mollner Industries…”
   
3. 
   End with your name. Example: “…this is Kine.”
   
4. 
   Substitute your department or group for organization name. Example: “Thank you for holding. Parts Department, this is Jeremy.”
   

Key Point # 2: Putting a Caller on Hold

1. 
   a. Let callers know why you need to put them on hold.
   
2. 
   b. Ask, “Are you able to hold?” Wait for a response.
   

3. 
   When callers are not able to hold, handle their needs by offering options.
   

Key Point # 3: Thanking the Caller for Holding

a. Reduce frustration of being placed on hold.

b. Ease the conversation back on a positive path.

c. Put your organization head and shoulders above average.

1. 
   If you know your caller’s name, use it!
   
2. 
   Spell and pronounce each caller’s name correctly; ask if you need help.
   
3. 
   Reintroduce yourself to the caller and build a relationship.
   

Key Point # 5: Avoiding Excuses

a. Callers want solutions, not excuses.

2. 
   Take responsibility for the call and express desire to assist.
   
3. 
   Let the caller know how you CAN help, not how you can’t help.
   

Key Point # 6: Giving Spoken Feedback Signals

a. Give spoken feedback.

2. 
   Mix your responses to avoid sounding mechanical and insincere.
   
3. 
   Mirror back or rephrase the caller’s words to confirm understanding.
   

Key Point # 7: Being Prepared

1. 
   Keep a pen or pencil and a supply of writing paper near the phone at all times.
   
2. 
   Take phone messages word-for-word if possible; read message back to caller.
   
3. 
   Be sure message includes caller’s name, message, date, time, and your name or initials.
   

Key Point # 8: Controlling the Conversation

1. 
   If a caller gets off the subject, take control of the conversation.
   
2. 
   Use the “Back-on-Track” approach. Ask a question related to the purpose of the call.
   
3. 
   Use a subtle buffer to soften your approach to get the caller “Back-on-Track”.
   

Key Point # 9: Avoiding Mouth Noises

a. The phone mouthpiece or headset is a microphone that amplifies sound to the caller.

2. 
   While on a call, don’t eat, drink or chew gum.
   

1. 
   A positive last impression counts every bit as much as a good first impression.
   
2. 
   Make every caller feel important to you and your organization.
   
3. 
   End your conversation on a positive note. Let callers know you are glad they called and are looking forward to hearing from them again.
   

V. Recap of Essential Telephone Skills

1. 
   Answering a business call – Use the three-part greeting.
   
2. 
   Putting a caller on hold – Effective replacement phrases for “Hang on a second.”
   
3. 
   Thanking them for holding – Reconnect with callers after placing them on hold.
   
4. 
   Monogramming the call – Use your caller’s name to build rapport.
   
5. 
   Avoiding excuses – Excuses deter callers.
   
6. 
   Giving spoken feedback signals – Let your callers know you are listening.
   
7. 
   Being prepared – Take notes!
   
8. 
   Controlling the conversation – Redirect callers that wander.
   
9. 
   Avoiding mouth noises – Mouth noises annoy and alienate your callers.
   
10. 
    Leaving a positive last impression – Make sure you leave your customers feeling great about your organization.
    

VI. Wrap Up – Select method of review.

1. 
   Use a commitment activity (see A Call to Action in the Participant Workbook, page 17).
   
2. 
   Distribute ESSENTIAL TELEPHONE SKILLS Desktop Reminder cards to participants.
   
3. 
   Ask participants to complete your evaluation of the session. (If used.)
   

Note: The total length of this class as outlined here is approximately *120 minutes.

(Note: All Telephone Doctor programs can be made into several length sessions–from showing the program–a mere 20-minute program from takeoff to landing–or as much time as you need, up to a full day program. It’s whatever you put into it.)
*For each skill practice included in the session, increase the total length of the class by approximately 10 minutes.

Tips for Trainers

In order for participants to receive the maximum benefits from this course, here are some tips for success.

1. Locate the DVD program: ESSENTIAL TELEPHONE SKILLS.

2. Use Participant Workbooks (CD); this will greatly enhance the training.

3. Distribute Telephone Doctor Desktop Reminder Cards at the end of the session for each participant; this will

4. You’ll need:

A. A TV and DVD player or computer with DVD ability with speakers can also be used.

B. A flip chart or white board and markers, or chalkboard and chalk.

C. PowerPoint or an overhead projector and screen (both optional). Overhead transparency copy is provided in the back of this guide.
Create a Comfortable Physical Learning Environment

1. Choose a comfortable, well-lit room with good TV sight lines and no distractions.

2. Arrange straight tables in a U-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants.

3. Use name tents or nametags for class participants.

4. Encourage note taking by using designated pages in the Participant Workbook or supply pencil and paper.

5. Schedule breaks every 1½ to 2 hours (maximum 4 hours or as needed).

6. To assure participation by all attendees, we suggest a maximum class size of 25.
Start the Session and Create a Comfortable Learning Environment

1. Introduce yourself. Give the participants a brief sketch of your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning.

2. Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed.

A. The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves.

B. Divide the class into groups of two. Give each pair of participants about 3-5 minutes to interview each other. Each one, in turn, introduces his or her partner to the group. This will speed the process of getting the participants to function as a group.

C. Multiple sources for icebreaker exercises exist. Visit your favorite bookstore, local library or Internet sites for numerous resources.

3. Acquaint the participants with “housekeeping” items, such as the location of restrooms and lounge facilities, breaks, etc.

4. Establish clear goals. The specific learning objectives for this class are included in this Leader’s Guide. Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives.

1. The corresponding Participant Workbook (provided on a CD for easy duplication) provides a Before-and-After Skills Inventory. The Before-and-After Skills Inventory has a dual purpose. It can be used as a pre-test/post-test exercise or as a buy-in activity. Using the Skills Inventory sets the stage for immediate involvement.

2. Choose the vignettes that best meet your needs. Decide the viewing method that works best (start/stop, all
inclusive, minus the review segment, etc.).

3. When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.

A. Divide the participants into two groups, assign each group a page, and have the group prepare to discuss one or two questions from each page.

B. Prior to class, instructor selects most pertinent questions to be completed during class.

C. Assign homework to participants to complete remaining questions. Be sure to let participants know when
you expect the completed assignments.

4. Verify participant understanding by asking questions. Make the participants do most of the work. Resist

A. Encourage involvement of participants by beginning questions with such phrases as:

1. 
   “What did you think about that?”
   
2. 
   “Tell me what you just saw.”
   
3. 
   “That was interesting; what was your take on it?”
   
4. 
   “What were your initial impressions?”
   
5. 
   “How did that make you feel?”
   
6. 
   Don’t forget, “How do you think the customer felt?”
   

1. 
   “That’s interesting; tell me more about what you mean.”
   
2. 
   “I hadn’t considered that angle yet.”
   
3. 
   “Okay, thanks for sharing that with us.”
   
4. 
   “That’ll be one of the things we need to consider.”
   
5. 
   “I really like your insight.”
   
6. 
   “That’s sure a unique perspective. Who else has some ideas?”
   

1. What is the purpose of this program?

Answer:
A. To show how to answer, handle and route incoming calls in a professional manner.

B. To learn ten skills that will leave a positive impression with every caller.

C. Establish DOs and DON’Ts of fundamental telephone communications.

2. How can you set the tone for a positive interaction with the caller?

Answer:
A. Answer the phone in a professional manner.

B. Listen carefully to the caller.

C. Speak in a warm, friendly manner.

D. Use the caller’s name during your conversation.

E. Exceed the caller’s expectations in providing outstanding service.

3. Why is the manner in which you answer the phone important to your organization?

Answer:

A. You are the first line of contact the caller interacts with and you want to create a positive first impression.

C. Satisfied callers are likely to call again, continuing to do business with your organization.

1. All it takes to answer the phone effectively is a cheerful attitude; if you’re peppy

2. The very first thing you say when answering a call is: _____ _____

1. 
   your name.
   
2. 
   a buffer.
   
3. 
   your organization or department name.
   

B. the fact that most people talk too fast.

C. the fact that the phone rings too many times.

4. When you answer the phone, you are obliged to: _____ _____

1. 
   let the caller control the conversation.
   
2. 
   let the conversation unfold in whatever way seems natural.
   
3. 
   control the conversation.
   

5. 
   A caller who keeps wandering off within a conversation should be allowed to wander.
   

6. It is a mistake to waste time writing down a phone message word for word; it’s best

7. If you are eating lunch when you answer the phone: _____ _____

1. 
   chew quietly while you talk to the caller.
   
2. 
   chew normally, but don’t slurp any liquids.
   
3. 
   stop eating and drinking while on the phone.
   

8. 
   It isn’t always essential to thank the caller for holding. True/False _____ _____
   
9. 
   When you answer the phone, your top priority is to: _____ _____
   

1. 
   finish up whatever you were doing when the phone rang.
   
2. 
   focus on the caller.
   
3. 
   focus on the caller while finishing your previous task.
   

1. 
   an amplification system.
   
2. 
   a computer.
   
3. 
   a communication satellite.
   

11. 
    For all practical purposes, there is no real difference between a phone _____ _____
    conversation and a face-to-face conversation, as long as both people speak
    the same language. True/False (visual clues & body language are missing)
    

13. 
    We live in a busy, high-pressure world, where few have time to waste. One of the _____ _____
    biggest favors you can do for a caller is to rush the call and not squander time on
    meaningless greetings or expressions. True/False
    

13. 
    It’s best not to burden a caller by giving the caller your name; after all, the caller is _____ _____
    really calling your company, not you, and therefore, doesn’t really care about your
    name. True/False
    

13. 
    Phrases like, “I see” or “Okay” _____ _____
    

1. 
   should rarely be used, because they add little value to the call.
   
2. 
   are good ways to let a caller know you are paying attention.
   
3. 
   are risky because the caller is likely to consider them rude interruptions.
   

Total Total

Correct Correct

Before After

1. The first words you say to a caller are critical. They welcome the caller and set a positive, professional tone for the rest of the call. What is the best way to greet callers?

Answer:

Telephone Doctor recommends a three-part greeting for all incoming calls.

2. 
   Follow with the name of the organization or department. Example: “…Mollner Industries...”
   
3. 
   End with your name. Example: “…this is Kine.”
   
4. 
   On internal calls or calls being transferred to you, substitute the name of your department or group for the organization name. Example: “Good morning. Parts department, this is Jeremy.”
   

2. 
   What two important purposes do the buffer words serve?
   

1. 
   They put callers at ease by starting the conversation on a positive note.
   
2. 
   They ensure that the entire organization or department name is heard in the event there is a slow or dropped connection.
   

3. Why should your name come last in the three-part greeting?

Answer:

1. 
   People remember what they hear last. Callers want to know with whom they are speaking.
   
2. 
   Anything you say after your name, erases your name.
   

• 
  Begin with a pleasant buffer. Example: “Thank you for calling…”
  
• 
  Follow with the name of the organization or department. Example: “….Mollner Industries…”
  
• 
  End with your name. Example: “…this is Kine.”
  
• 
  Substitute your department or group for organization name. Example: “Thank you for holding. Parts department, this is Jeremy.”
  

Buffer words set up the most important part of the greeting.

Buffer prevents the first part of the organization name from being “clipped off.”

they will receive your personal attention.

First impressions are lasting impressions. Your initial greeting needs only three parts.


Telephone Doctor® Three-Part Greeting
1 – Buffer: ____________________________________
2 – Organization: ____________________________________
3 – Your name: “This is _____________________________.”
“How can / may I help you?” is not needed in the initial greeting

Allow participants to create their own three-part greetings. Share the results with the group.

1. Recall some outgoing business calls you have made recently. On how many of them were you put on hold? Do you often need to put your callers on hold?

Answer:

1. 
   Locate the called party.
   
2. 
   Transfer a call.
   
3. 
   Gather information.
   

2. Although placing a call on hold is common to many business calls, a recent survey revealed that being put on hold was the number one cause of caller complaints. Why do you suppose that is?

Answer:

Most callers don’t object to being put on hold; they object to the manner in which they were put on hold.

Answer:

B. Ordering callers to hold. Even a polite order is resented.

C. Not letting the callers know why they are being put on hold.

D. Not waiting for caller’s response before placing them on hold.

Answer:

1. 
   Let the caller know why you need to put him or her on hold.
   
2. 
   Ask permission to put the caller on hold. Example: “Are you able to hold?”
   
3. 
   Wait for a response.
   

5. If a caller is not able to hold, what should you do?

Answer:

1. 
   Handle the caller’s needs by offering options.
   
2. 
   Don’t let the callers hang up without their needs being met.
   

• 
  Let callers know why you need to put them on hold.
  
• 
  Ask, “Are you able to hold?” Wait for a response.
  
• 
  When callers are not able to hold, handle their needs by offering options.
  

Thanking a caller for holding can reduce frustration and ease the conversation back on a positive path. It’s the simple things that make a big difference to your callers.

1. What are some negative responses callers hear while holding?

Answer:

1. 
   All of our agents are busy helping other customers.
   
2. 
   Your call will be answered in the order received.
   
3. 
   Your wait time will be approximately 4 minutes (or other number of minutes).
   

2. What are some positive responses that can reduce the frustration and ease the conversation back to the caller that has been holding?

Answer:

1. 
   Thank you for holding. Mollner Industries. This is Kine.
   
2. 
   Hi, Jody, thank you for holding. This is Jeremy.
   

Four simple words “Thank you for holding” can help to reduce frustration and ease the conversation back on a positive path.

• 
  Reduce frustration of being placed on hold.
  
• 
  Ease the conversation back on a positive path.
  
• 
  Put your organization head and shoulders above average.
  

1. Ask participants to give examples of what not to say when putting a caller on hold. Perhaps they can share

some of the ways in which they were placed on hold.
Possible answers:
A. Quick and rushed: “Yeah, just a sec.” Click

“Please hold a moment.” Click

“Hold please.” Click
B. “Mollner Industries, all our agents are busy; we’ll be with you as soon as possible.”
C. “You have reached Mollner Industries. All of our lines are busy. Please hold for the next available
representative.”
All examples above didn’t ask for permission to put the caller on hold.
2. Ask participants to give examples of more effective and friendlier ways to place callers on hold.
Possible answers:
A. “Thank you for calling Mollner Industries. This is Kine.” “Yes, Mr. Watson is in the building; I’ll need to

see if he’s in his office. Are you able to hold?”

hold or would you like me to return your call in a few minutes?”

for a response.

participants to provide examples.

B. “Hi Jody, thanks for holding. This is Jeremy.”

1. When you give your name at the start of a business call, and the other person never uses it, what is your reaction? What impression do you form about the person/organization you are dealing with?

Encourage the participants to relate to their experiences with this common error.

Answer:

1. 
   The person doesn’t care.
   
2. 
   The other party is not really paying attention.
   
3. 
   “I’m probably not going to get good service here.”, etc.
   

2. Why is it important to use your caller’s name, especially if he or she offers it to you without being prompted? Why should you give your name to the caller?

Answer:

A. It shows you are paying attention and by reintroducing yourself, it helps build a relationship.

C. Using the caller’s name and pronouncing it correctly is a quick and effective way of letting him or her

Answer:

B. Avoid making a joke about the name. People’s names are not funny to them. “Gosh, how on earth do you spell that?”

C. Do ask for help with pronouncing the name if you need it.

D. Do ask how to spell the name if you are unsure. “I’ll bet a lot of people misspell your last name; will you please spell it for me to make sure I get it right?”

Answer:

1. 
   It is a signal to the caller that you are willing to take time to give good service.
   
2. 
   It is a part of the customer’s record, just like an address or telephone number.
   

Answer:

• 
  If you know your caller’s name, use it!
  
• 
  Spell and pronounce each caller’s name correctly; ask if you need help.
  
• 
  Reintroduce yourself to the caller and build a relationship.
  

Give the participants a few minutes to respond to you as you ask them to answer the following questions, pretending you are the caller.

him to call me back by 10:00.”

Leader: “This is Margie Hrebzinscki returning Bill Watson’s call.”

1. Recall a recent incident where your request for information or assistance was met with excuses. How did you respond to the person taking your call? Why do callers find excuses annoying?

Answer:

1. 
   The excuse signals to callers they aren’t going to get what they need, and they sense that immediately. “Sorry, that’s not my department.”
   
2. 
   The excuse is often a complete change of topic from the caller’s request.
   

2. 
   What techniques can you use to keep from making excuses on calls you handle?
   

1. 
   Keep the conversation focused on the original purpose of the call.
   
2. 
   Take responsibility and let the caller know you intend to help. “This is Jeremy in the Parts Department. Let me connect you with Keisha in billing. Her extension is 292, in case we get disconnected.”
   
3. 
   Tell the caller what you can do, not what you can’t do.
   

2. 
   There always will be situation where callers ask for information or assistance that you can’t directly provide. What responsibility do you have to those callers?
   

1. 
   Take control of the call in a positive manner, so the caller knows you will help.
   
2. 
   Guide the call to a successful conclusion. “I’d be happy to get that information to you. Are you able to hold or would you like me to call you back?”
   

• 
  Callers want solutions, not excuses.
  
• 
  Take responsibility for the call and express desire to assist.
  
• 
  Let the caller know how you CAN help, not how you can’t help.
  

“That’s not my department.”

“Our computers were down.”

“That’s our policy.”

“It wasn’t me. I wasn’t working that day!”

Ask participants to take responsibility for the call and turn the comments around to create more positive responses. Have them give solutions, not excuses.

1. Have you ever been talking with someone on the phone and heard only silence from the other end? How did you react? What message did that silence send?

Answer:

1. 
   You wonder if anyone is really listening to what you are saying.
   
2. 
   You might wonder if you have been disconnected.
   Caller: “Hello, are you still there?”
   Representative: “Yeah, I’m here, I’m writing down your information.”
   
3. 
   You are concerned that you might not be helped with your request.
   

2. 
   Why is it especially important to give verbal feedback while talking on the phone?
   

1. 
   There are no visual clues on the phone to let the caller know whether you are still on the line.
   
2. 
   It lets the caller know you are still there, handling their request.
   

2. 
   What can you do to make sure your callers know you are paying attention while they’re talking?
   

1. 
   Use words and short phrases to acknowledge you heard and understood what the caller has said.
   
2. 
   Mirror back some of the caller’s phrases to show you are listening. “Yes, we’ll pack your dishes in the morning on the 23^rd.”
   
3. 
   Mix up words and phrases so you don’t sound like a broken record. “Yes.” “Okay.” “I understand.”
   

When talking on the phone, callers cannot see you or your reactions as they can in a face-to-face conversation. Silence can be awkward, and spoken feedback assures callers you are interested in helping them.

• 
  Give spoken feedback.
  
• 
  Mix responses to avoid sounding mechanical or insincere.
  
• 
  Mirror back or rephrase the caller’s words to confirm understanding.
  

1. When you are taking a phone message for someone else, why is it important to write the message down word-for-word? What problems can result if you change the caller’s wording?

1. 
   The words the caller says are intended to convey a specific meaning. If you change the words, you might change the meaning.
   
2. 
   Taking a message is a copying activity, not a creative writing exercise.
   
3. 
   Write the message exactly as the caller says it.
   

2. What is the best way to avoid getting the message mixed up?

Answer:

1. 
   Write as much word-for-word as you can.
   
2. 
   Read the message back to the caller to confirm the message is correct.
   

3. What information should be included with all messages you take? Why is this important?

Answer:

1. 
   The date of the message.
   
2. 
   The time the message was taken. The person receiving the message may have talked with the caller since you took the message, but he/she won’t be sure unless you have included the date and time of your conversation.
   
3. 
   Your name or initials. This can be very helpful to the person receiving the message in the event there are any questions about the message.
   

• 
  Keep a pen or pencil and a supply of writing paper near the phone at all times.
  
• 
  Take phone messages word-for-word if possible; read message back to caller.
  
• 
  Be sure message includes caller’s name, message, date, time and your name or initials.
  

Ron: “Please tell Nicole Thompson that Ron Whitfield called. My number is 721-9962. I’ll be out of the office

Kine: “Okay, um, just a minute, let me write all that down. Let me grab a pen.”

Ask participants: What happened here? Kine didn’t say anything while Ron was speaking, and she wasn’t even prepared to take down any of the information because she didn’t have a pen handy. What might Ron be thinking?

Possible responses:

Kine didn’t hear a thing I said.

Why didn’t she tell me to wait with my message until she got a pen?

Kine didn’t say anything, so I thought she was writing.

I have to repeat all that? Never mind. I’ll call back later and maybe I’ll get someone more competent to answer.

Ask participants to give examples of how Kine should have handled the call in a more appropriate manner.

Accept all responses as possible answers.

1. For a variety of reasons, some callers shift from topic to topic or get carried away on a subject that has no connection to your business or why they called. While visiting with the caller may build rapport, it isn’t always possible. What should you do if a caller sidetracks the conversation when you are short on time?

1. 
   Remember that talkative callers are sidetracking themselves and you.
   
2. 
   Your job is to keep the conversation on the main track.
   

Telephone Doctor recommends the “Back-on-Track” technique to control the conversation.

1. 
   Listen to the conversation and ask a question related to why the customer was calling.
   
2. 
   The caller will answer your question and get “back-on-track.”
   

3. What should you do if the “Back-on-Track” technique is unsuccessful in guiding the caller back to the original

purpose of the call?

Answer:

1. 
   Use a related question. Let the caller know you want to help meet his/her initial need.
   
2. 
   Be more direct, but use a subtle buffer so it doesn’t seem like you are cutting the caller off.
   
3. 
   “That’s very interesting, but I know you called for a reason, and I want to be able to help you. Now, which day would you like that monitor delivered?”
   

• 
  If a caller gets off the subject, take control of the conversation.
  
• 
  Use the “Back-on-Track” approach. Ask a question related to the purpose of the call.
  
• 
  Use a subtle buffer to soften your approach to getting the call Back-on-Track.
  

“Let me ask you…”

“Can we schedule your delivery…”

“That’s great. Let’s look at the calendar…”

1. List four things you should avoid doing while talking on the telephone.

Answer:

1. 
   Eating
   
2. 
   Drinking
   
3. 
   Humming/singing
   
4. 
   Chewing gum
   

2. Why should you avoid doing these things while handling a call?

1. 
   All these produce mouth noises such as
   
   1. 
      Chewing
      
   2. 
      Slurping
      
   3. 
      Swallowing/gulping
      
   4. 
      Humming
      
2. 
   Many people find these sounds annoying and offensive.
   

Answer:

B. These noises can distract callers and can prevent them from hearing you clearly or understanding your

4. Have you ever had a phone conversation with someone who was obviously eating, drinking, humming, etc? What mental picture did you form of that person? What unspoken message can this behavior send your callers?

Answer:

A. It forms an unprofessional image.

C. It tells them they are an interruption.

• 
  The phone mouthpiece or headset is a microphone that amplifies sound to the caller.
  
• 
  While on a call, don’t eat, drink, hum or chew gum.
  
• 
  Don’t distract or annoy callers with unpleasant mouth noises.
  

their own annoying mouth noises.)

1. What impression do you get when you begin to feel rushed toward the end of a conversation? How anxious would you be to talk with that person again? Why?

Answer:

A. It isn’t at all uncommon for people to feel uncomfortable, frustrated or offended when they sense the

B. Treating callers in this way is likely to make them think:

a. “You’re trying to get rid of me.”

b. “It’s obvious you feel you have something more important to do than to talk with me.”

c. “I don’t matter to you.”

2. Even if you have done a good job in handling the rest of the call, why is it still important to make a positive last impression?

Answer:

A. People tend to remember most clearly the things they hear last. Whatever comes at the end has the best

B. The impression callers have at the end of a transaction is the one they are going to keep the longest.

3. What impression should you leave with every caller?

Answer:

B. Each caller should hang up thinking:

a. “They treated me like I am somebody.”

b. “They showed me respect, courtesy and genuine interest.”

c. “They made me feel I matter to them.”
4. What are some phrases that you can use with callers that will help make a positive last impression?

Answer:

B. “Please call again.”

C. “We appreciate your business.”

D. “It’s been good talking with you. Again, my name is Karen. Thank you for calling today.”

E. “It was very nice to meet you by phone.”

TELEPHONE DOCTOR PRESCRIPTION:

Leave your customers feeling great about your organization.

• 
  A positive last impression counts every bit as much as a good first impression.
  
• 
  Make every caller feel important to you and your organization.
  
• 
  End your conversation on a positive note. Let callers know you are glad they called and are looking forward to hearing from them again.