eKourier Jan 2017

FEATURES

First Impressions Count

when speaking, especially when leaving a message and return telephone number. - Pronounce your name clearly and even spell it if needs be. - Let them know when to call you back . Especially when dealing with delinquents. Leave a date, office operational times and a preferred telephone number. - Do not leave long winded messages or people will just stop listening. Keep messages short and to the point. - If you don’t know the answer to a callers question acknowledge it. Never make up an answer or try to sound like you know the answer. However, be sure you do follow up and reply within an agreed time. Great telephone manners make people feel better about doing business with our company. Telephone Etiquette If you are out of the office for an extended period of time, make arrangements with a fellow Team Member to cover telephone duties. However, nothing is more frustrating if you need to question another Team Member who is cleaning around the centre or just out of the office, and they are unable to be contacted. Always carry the office mobile phone with you at all times. Always remember, that the telephone is equally as important as the person standing in front of you. When on the telephone be sure to acknowledge that person and let them know you will attend to them as soon as possible. Equally important is to capture all calls at Centre level, and not being reliant on our call diversions to CCC. CCC handle hundreds of calls a day and cannot be expected to answer all calls promptly and without a waiting time experienced by your centre’s callers. If you are dealing with a customer at the centre and the telephone begins to ring, the proper etiquette is to ask the customer politely if they wouldn’t mind if you took a moment to answer the telephone, then wait for a response. Most will appreciate the fact that you asked first, and tell you that it’s fine. Incidentally, don’t allow yourself to be intimidated on the telephone either; remain cool, collected, courteous and helpful. Taking things personally can be dangerous. Finally, who should hang up first? Let the person calling hang up first. Wayne Birch Operations Manager VIC

W e form opinions about people before we have even met them. A person’s ‘perception’ about us can be formed by a first contact from our looks, facial expressions, the way we dress, how we walk, how we eat our food or purely from first impressions over the telephone. As a business, Companies are judged by the way we answer the telephone or how we greet people at the front door, whether it is in person, over the telephone or even the way we leave a recorded message. Every other contact with us after that first time either supports or conflicts with that ‘First Impression’. Create a good first impression and the relationship grows. Create a bad first impression and the relationship with that person can be an uphill battle. Impressionable Telephone Communication - Answering the telephone by the 3rd ring. - Make sure your greeting is profes- sional . It’s important that your greeting is friendly and professional. Don’t try to answer the telephone nor try and speak with food in your mouth. How many of us can tell when the person we are speaking to on the other end is eating! - Be prepared before you answer the telephone . Have a pen and paper with you so you can write down important information such as a person’s name. - When speaking to potential or people or a Company the first time we see or hear them. We even judge

existing customers , use their name during the conversation but don’t overdo it. - Be an active listener . When on the telephone, it is important to develop good listening and verbal skills to compen- sate for the lack of face-to-face contact. Also, be prepared to ask people to spell Great telephone manners make people feel better about doing business with our company their name, or repeat a contact number or email address if you are unsure. - Placing Calls on hold . If you put someone on hold do not make them wait more than 30 seconds especially in instances at centre level where we do not have a call waiting function or music available. If you must put a person on hold, ask permission first and wait for a response. - Return telephone calls promptly . One of the most unprofessional things a business can do is not returning phone calls or within a time frame quoted. - Smile . When we smile into the receiver with enthusiasm your voice reflects your attitude to the caller. Changing our facial expressions can affect the sound of our voice. - Do not speak too fast . Slow down ‘ ‘

8 Kennards Kourier Jan 2017