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ID:68110426
大小:1.03 MB
页数:46页
时间:2021-09-28
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1、1TelephoneEtiquetteFacilitatorMaeMartin2Objectives:AttheendoftheWorkshop,theparticipantswillbeableto:UseeffectivecallgreetingsasacallerandreceiverProjectDelMar’simageinapositivemannerPracticegoodtelephonetechniquesandtelephonemannersUseappropriatelanguageduringtelephonec
2、onversationsSpeakwithaneffectivetelephonevoiceUseaneffectiveapproachtohandlespecialtelephonetaskslikecalltransfers,takingmessages,callbacks,holds,interruptions,andunintentionaldisconnectsManageDifficultCallsLearntomanagestresslevelsduringcalls3KeyTopicsYourfirstimpressio
3、nYourvoiceTipsandpreparingmentallyAnswer&closeetiquetteFrustrationsforcallersCopingwithdifficultpeople4YOURFIRSTIMPRESSION5EtiquetteEssentialsFromStarttoFinishLearnthebestgreetingtomakeapositivefirstimpressionandwhatittakestoadvancethatfirstimpressionintoapositivelastin
4、gimpression.Takingcontrolofthecall,placingcallsonholdandtransferringcallsarethreeseeminglysimpletasksthatarereallymajor"dangerzones."Learnhowtohandlethesedelicatesituationswithphoneskillsetiquetteinawaythatmakestheinteractionaspleasantaspossibleforthecaller.Youaren'touto
5、fthewoodsyet!Evenifthecallismanagedskillfully,allthehardworkcanbequicklyerasedifthecallisn’tclosedefficientlyandpositively.We'llexaminesubtleandnot-so-subtlehabitsthatcandamagerelationshipswithcallers,andthenwe'llconcludethissessionwithskillsforwrappingupthecallthatwilll
6、eaveyourcallersmiling.Theproperwaytoanswerthetelephoneishoweveryourdepartmentwantsyouto.Whateveryourverbiage,answerinsuchawaythepersonontheotherendwillnotdrawaconclusionthatthepersonwhoanswerediscoldandaloof,andhesitatestocommunicatereadily.6Today'stechnologyallowsyoutoh
7、andlemorecustomerservicecallsthaneverbefore.Butwhentelephonepersonnellackcallmanagementskills,theonlythingyougetfromallthattechnologyistheabilitytoservemorepeoplepoorly.Thatmeanslosingcustomers-andprofits.YourtelephonepersonalityhasadefinitebearingonyourratingwithDelMar!
8、BasicTelephoneTechniques7ImportantFirstImpressionsContrarytopopularbelief,treatingothersasyouwanttobetr
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