电话营销礼仪培训(英文版).ppt

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1、TelephoneEtiquetteFacilitatorMaeMartin1Objectives:AttheendoftheWorkshop,theparticipantswillbeableto:UseeffectivecallgreetingsasacallerandreceiverProjectDelMar’simageinapositivemannerPracticegoodtelephonetechniquesandtelephonemannersUseappropriatelanguageduringtelephoneconversa

2、tionsSpeakwithaneffectivetelephonevoiceUseaneffectiveapproachtohandlespecialtelephonetaskslikecalltransfers,takingmessages,callbacks,holds,interruptions,andunintentionaldisconnectsManageDifficultCallsLearntomanagestresslevelsduringcalls2KeyTopicsYourfirstimpressionYourvoiceTip

3、sandpreparingmentallyAnswer&closeetiquetteFrustrationsforcallersCopingwithdifficultpeople3YOURFIRSTIMPRESSION4EtiquetteEssentialsFromStarttoFinishLearnthebestgreetingtomakeapositivefirstimpressionandwhatittakestoadvancethatfirstimpressionintoapositivelastingimpression.Takingc

4、ontrolofthecall,placingcallsonholdandtransferringcallsarethreeseeminglysimpletasksthatarereallymajor"dangerzones."Learnhowtohandlethesedelicatesituationswithphoneskillsetiquetteinawaythatmakestheinteractionaspleasantaspossibleforthecaller.Youaren'toutofthewoodsyet!Evenifthecal

5、lismanagedskillfully,allthehardworkcanbequicklyerasedifthecallisn’tclosedefficientlyandpositively.We'llexaminesubtleandnot-so-subtlehabitsthatcandamagerelationshipswithcallers,andthenwe'llconcludethissessionwithskillsforwrappingupthecallthatwillleaveyourcallersmiling.Theproper

6、waytoanswerthetelephoneishoweveryourdepartmentwantsyouto.Whateveryourverbiage,answerinsuchawaythepersonontheotherendwillnotdrawaconclusionthatthepersonwhoanswerediscoldandaloof,andhesitatestocommunicatereadily.5Today'stechnologyallowsyoutohandlemorecustomerservicecallsthanever

7、before.Butwhentelephonepersonnellackcallmanagementskills,theonlythingyougetfromallthattechnologyistheabilitytoservemorepeoplepoorly.Thatmeanslosingcustomers-andprofits.YourtelephonepersonalityhasadefinitebearingonyourratingwithDelMar!BasicTelephoneTechniques6ImportantFirstImpr

8、essionsContrarytopopularbelief,treatingothersasyouwanttobetre