How To Improve Your Office s Communication Through Better Messaging
|
|
- Harry Bennett
- 8 years ago
- Views:
Transcription
1 Telephone Techniques How To Improve Your Office s Communication Through Better Messaging 2012 Dexcomm All Rights Reserved
2 2 PREFACE: JAMEY HOPPER PRESIDENT Operating as a 24/7/365 Telephone Answering Service and Medical Exchange since November of 1954 we have developed skills and techniques that allow us to delight a wide range of clients. As we have grown and prospered for over 50 years we feel now is a great time to give something back to the community. Included in this book are tips and tools for use in your office that will enhance your communication and productivity. One of the great learning tools we have employed is the willingness to learn from our mistakes. Please take advantage of our many years of experience and avoid some of the pitfalls that we have experienced. Our hope is that your office can adopt some of these tools to make your life a bit less complicated and allow you a bit more uninterrupted leisure time. Our passion is properly serving customers. Thanks for Listening! PLEASE NOTE: Our e-books are designed to provide information about the subject matter covered. It is distributed with the understanding that the authors and the publisher are not engaged in rendering legal, accounting or other professional services. If legal advice or other professional assistance is required, the services of a competent professional person should be sought. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) AsktheExpert@dexcomm.com Dexcomm.com Helping the world connect, one message at a time.
3 3 TABLE OF CONTENTS MEET OUR EXPERTS Understanding the Challenge DANA TRAINING SUPERVISOR KARL OPERATIONS SUPERVISOR The Importance of Customer Service Self Evaluation KIM QUALITY ASSURANCE DIRECTOR HETTIE CUSTOMER SERVICE OFFICER Training is the Key to Success Our Dexcomm Customer Service Experts would like to share with you some tips for bringing top notch telephone techniques into your business by sharing this information with you. Options Toolbox Appendix CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) Dexcomm.com Helping the world connect, one message at a time.
4 4 Understanding the Challenge IN THIS SECTION The Issue The Challenges The Obstacles KARL SCHOTT OPERATIONS SUPERVISOR Every office is different. Understanding the unique challenges the people answering your phones face is the first step to providing outstanding customer service. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) Dexcomm.com Helping the world connect, one message at a time.
5 5 What does it sound like to patients and other callers when your staff answers the phone? That is a question that every business owner should ask when evaluating customer service practices. Your customers and patients form an impression about your office based on both their experiences in person and over the phone. The operations of a medical office or any business can be tested while managing a high volume of incoming calls. The challenges presented during high call volumes can be overwhelming for your staff and cause patients to often feel neglected and/or frustrated. Do these challenges sound familiar? Multiple phone lines ringing Receiving incorrect or incomplete messages Patients or callers demanding doctor or supervisor Patients in need of appointments or prescriptions calling repeatedly Patients in the waiting room feeling frustrated with failed customer service expectations Vendors and reps waiting with correspondence and issues Office personnel complaining that they are too busy for lunch breaks Managing after-hour calls and messages that are not emergencies Overwhelming feelings of tension spilling from staff to patients Decreasing referrals due to slow communication In addition to the presented challenges, obstacles such as non-verbal cues like facial expressions, eye contact and body language that often help resolve a communication breakdown are absent when communication is in the form of a phone call.
6 6 The Importance of Customer Service IN THIS SECTION The Critical Component What Makes a Good Patient Call Experience What Customers are Really Thinking Customer Service QUIZ and HETTIE DUNWOODY CUSTOMER SERVICE OFFICER ANSWER KEY A customer s expectations of service is established with their first impression of your business which is usually done by phone. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) AsktheExpert@dexcomm.com Dexcomm.com Helping the world connect, one message at a time.
7 7 The Critical Component Good customer service training is vital for any key position that has contact with your patients and clients. The same applies to the person handling your business s phone calls. Reviewing this information with your staff and coaching them on phone interactions will improve your office communication and lead to better messaging and improved patient experiences. What Makes a Good Patient Call Experience? A recent survey by Ernan Roman Direct Marketing, in which respondents said: What Customers are Really Thinking... Listen to me Know more than I do (about your product or service) Be easy to work with Give me what I came for Smile Tell me your name Acknowledge my presence Don t treat me like an interruption Show me you care Don t waste my time Be honest Offer alternatives if you don t have what I want High quality and low prices Don t try to sell me just help me Do what you say you re going to do Keep me informed
8 8 Customer Service QUIZ ANSWER KEY TRAINING TOOL Use this answer key to test your staff s customer service knowledge. GREAT CUSTOMER SERVICE Smile Sound like a real person and not automated Treating customers like real people Reliable Offer solutions, not excuses Admit when you make a mistake (we are all humans) Move forward with a solution Take responsibility for their actions Are able to answer customer s questions Always friendly Strive for accuracy Show genuine concern for making their customer happy Bring fast resolution of problems Do what you say you will do Have empathy Are flexible and adaptable Always courteous Follow up consistently Take notes Deliver on their promises Say thank you Use prompt and clear communication LOUSY CUSTOMER SERVICE Don t answer the phone promptly Can only help via , no phone contact Act like customers are a burden Treat people like numbers, not people Waste their time Act like you (or your company) never make mistakes Ignoring customers Argue with customers Lack of knowledge about company s product and situations Poorly trained Don t finish helping others Let their stress or personal problems interfere with helping customers Don t recognize how long they ve been a customer Obviously don t care Sound or act like robots Put customers on hold for a long time Transfer customers too many times Fail to do what you say you will do Are inflexible or not adaptable Don t have the authority to resolve problems Do not listen Take too long to respond or call back
9 Customer Service QUIZ Determine which of the following items are great customer service or lousy customer service. Write a G for GREAT CUSTOMER SERVICE or L for LOUSY CUSTOMER SERVICE to the left of each item. Admit when you make a mistake (we are all humans) Act like customers are a burden Act like you (or your company) never make mistakes Always courteous Always friendly Are able to answer customer s questions Are flexible and adaptable Are inflexible or not adaptable Are not willing to correct bad service Are rude Are too slow Argue with customers Bring fast resolution of problems Can only help via , no phone contact Deliver on their promises Do not listen Do not use common sense when helping customers Do what you say you will do Don t answer the phone promptly Don t finish helping others Don t have the authority to resolve problems Don t recognize how long they ve been a customer Fail to do what you say you will do Follow up consistently Have empathy Ignoring customers Lack of knowledge about company s product and situations Let their stress or personal problems interfere with helping customers Move forward with a solution Obviously don t care Offer solutions, not excuses Poorly trained Put customers on hold for a long time Reliable Say thank you Seem bored or indifferent about their jobs Show genuine concern for making their customer happy Smile Sound like a real person and not automated Sound or act like robots Strive for accuracy Take notes Take responsibility for their actions Take too long to respond or call back Transfer customers too many times Treat people like numbers, not people Treating customers like real people Use prompt and clear communication Waste their time
10 10 Self Evaluation IN THIS SECTION Evaluating for Positive Patient Experiences Assuring Quality Situational Evaluation KIM LIGHTELL QUALITY ASSURANCE DIRECTOR We take pride in assuring our customers receive the highest level of quality. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) Dexcomm.com Helping the world connect, one message at a time.
11 11 Evaluating for Positive Patient Experiences When do phone calls come in? Do you experience an increase in your call volume on different days or during certain parts of the day? How many calls do you answer each day? Are your patients getting a busy signal because of how many calls are coming in and how many are already answered? What type of calls do you get? How long do callers wait on hold? Do you have hold music or dead air? How easy is it to get to the person the patient needs to speak with? How do your patients reach you after hours? Assuring Quality Evaluating is important for maintaining positive patient/customer service. Think about times when you ve called similar businesses. How do your experiences relate to the experience a patient or customer receives at your office? To achieve the level of quality that your office expects, we recommend utilizing a standardized grading form like the sample below. The full Quality Assurance Evaluation form can be found in the Toolbox section.
12 12 TRAINING TOOL Listen to the phrasing your staff is currently using and use this chart to evaluate if the techniques currently being used are reflective of the experience you want to share with others. We recommend that this is spot checked frequently. THE SITUATION THE GOAL THE PLACE FOR IMPROVEMENT Answering calls before the Third ring After 6 rings Your greeting when you answer the phone should be My speaking voice should sound The language I should use on the phone is Warm and enthusiastic, make the caller feel welcome Enunciate clearly, voice volume moderate and speak slowly Using phrases such as Certainly or Very well to show you understand Robotic without a smile Mumbling, speaking too softly,too loudly or too quickly Using slang such as OK or No problem When you don t have the information you need When I take messages, they should be When I return phone calls, they should be within When I train my employees Closing the conversation with a caller When you have to put the caller on hold When you don t know how to solve the problem Handling difficult callers or calls Responding to a complaining caller Responding to a vague caller Responding to an unfriendly caller Responding to an aggressive caller I can find that for you. I don t have that information. Accurate and complete. Ask the caller to repeat or spell the words you don t understand. The next business day All calls should be answered the same way Thank the caller, let the caller know you appreciate the call and let the caller know the next step Ask them to hold, tell the caller what work you are going to do before you put them on hold, wait for a response, and when you return thank them for holding Mrs. Jones from the billing department can help you with that. Before you make the call, develop an action plan. Greet the customer friendly, state the purpose of your call, deliver your message professionally, ask for agreement Listen with understanding, show sincere interest in their problem, and a willingness to help. Do not interrupt and never give excuses. Maintain patience and good humor, keep a smile in your voice and keep your professionalism Smile as you speak, deal with the matter as quickly as possible Speak calmly at an even pitch, control your temper, ask and keep asking for facts Somewhat accurate and complete Two business days To answer however they think best Not thanking the caller, and not assuring the issue will be resolved Telling the caller to Hold, please and not waiting for a response This is not my responsibility or This department doesn t handle that. Arguing with the caller instead of listening and trying to help Not listening and not showing willingness to help. Losing your temper and placing blame Losing patience, being abrupt and getting sidetracked. Making personal remarks, and being sarcastic Responding with aggression, and telling them you can t deal with their behavior
13 13 Training is the Key to Success IN THIS SECTION Telephone Phrases EXERCISE Waiting Room/Lobby Role Playing EXERCISE LISTEN POSTER DANA LEWIS TRAINING SUPERVISOR We dedicate time and resources developing our partnerships with our clients and friends through our staff and their development. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) Dexcomm.com Helping the world connect, one message at a time.
14 14 Telephone Phrases EXERCISE TRAINING TOOL Use the phrases below to ask your staff if they would give it a thumbs up or a thumbs down. This will give you a tool to start the conversation and training on telephone techniques. THUMBS UP THUMBS DOWN Let me check if the doctor is available. Do you mind holding one moment please? I apologize if no one called you back. What can I do to help you right now? Please contact us immediately if you have a concern. What can I do to help? The doctor is away from his/her phone. What is your name and contact information? I will ask him/her to return your call. I m sorry for the long wait, how can I help you? One moment please; one sec; hold; hold please; one minute. I m sorry I didn t call you back; I was tied up in a meeting. Feel free to call if you have a problem. We may be able to solve it. I don t understand why the last person didn t help you. The doctor is not available right now. Why don t you call back in an hour? I m sorry it took so long. Now, what do you want? Thank you for waiting, how can I help? I m sorry you had to wait. The other receptionist is so slow. Our policy is to require in this case. I m pretty sure that s against our policy. We have a poor connection -or- I m having trouble hearing you. Your phone is breaking up.
15 15 Waiting Room/Lobby Role Playing EXERCISE TRAINING TOOL Have your staff role play the situations below and then ask them to give it a thumbs up or a thumbs down. *The blanks are left for you to customize the training to your office. THUMBS UP THUMBS DOWN Friendly greet patients/customers upon arrival Chewing and popping gum while playing with your cell phone Make sure you are ready to help in any way possible Not being attentive or multitasking during the conversation Stand up straight Sighing deeply, folding your arms and slouching in your chair Make eye contact and smile Listen to what the customer is saying and try to solve their problems Maintain a presence at the front desk Not making eye contact, or if you do look sullen and bored Repeatedly looking at your watch Leaving the front desk for long periods of time
16 Listening takes the whole body to get it right! L Legs (as in your posture): Stand up straight, look at the speaker, be alert, be attentive, show the speaker that you are concerned about what they have to say. I Intelligence (as in your brain): You must think hard as you listen to try to best understand what the speaker is saying. Try to understand their perspective; their point of view. You can never walk in their shoes but you can try to imagine what it is like to be in their situation. Use the imagination your brain allows to fully understand where they are coming from. S Stomach (as in your gut): What does your gut tell you about what the speaker means by what they are saying? This goes beyond just their words; what is their real meaning? T Tongue (as in your mouth): Use it only to reflect what the speaker is saying or to ask for clarification. Otherwise, do NOT open your month or use your tongue. Listening is not debating. Listening is focusing on the speaker and comprehending their message. E Eyes: Watch for any signals your eyes can pick up: energy & enthusiasm come across in body language. So do anger, hurt, disappointment and most other emotions. Pick up the emotions with the eyes, not the ears. N Nervous System (as in your sensory receptors) : As you can tell from the above comments, much of communication is non-verbal. Some say that nonverbal communication contains as much as 85% of the speaker s message. Use all of your senses to pick up the 85% that is not coming from the words the speaker is using.
17 17 Options IN THIS SECTION Other Options Top 10 Considerations When Looking for an Answering or Messaging Solution Our Dedication to Development, Training and Compliance Gil Brassard Jr. Sales Manager An answering service is an extension of your business don t allow just anyone to represent YOUR VOICE. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) AsktheExpert@dexcomm.com Dexcomm.com Helping the world connect, one message at a time.
18 18 Remember. Ensuring your patients or clients are receiving excellent customer service is vital to the success of your practice. Evaluate phone traffic by reviewing recorded calls or by performing live quality assurance checks of your staff s performance Train receptionists and/or healthcare workers on customer service skills Consider contacting an expert, like Dexcomm, for answering and messaging solutions Other Options Running a medical practice or another business doesn t always leave time for managing the customer service side of your company. That s when businesses like ours can help you out! Top 10 Considerations When Looking for an Answering or Messaging Solution 1. How long has the answering service been in business? 2. Is the answering service HIPAA compliant? What does the training program look like? 3. Will the answering service supply you with references? 4. Does the answering service have back-up power and a Disaster Preparedness and Recovery Plan? 5. Is a long-term contract or commitment required? 6. Are there additional charges for nights/weekends, holidays or emergency evacuations? Are you being quoted a monthly rate? 7. Does the service charge based on time or number of calls answered? 8. Will all of your calls be recorded? (This will provide valuable information for any legal or quality assurance issues) 9. Is the service customizable to your business? Does the company offer a variety of message notification methods such as , fax, SMS broadcast, alpha paging, voic and patching to meet your current and future needs? 10. Can you make real-time updates to your on-call schedule?
19 19 Our Dedication to Development, Training and Compliance All new hires are put through an extensive application process involving several interviews with multiple company executives. We insist upon the successful completion of a full background check and drug screen. Additionally, the operator must sign a confidentiality agreement. We ensure that potential employees exemplify our core values, fit within our company culture and have the skills needed to serve our customers. Upon hire, we enter them into an extensive classroom-based training setting where they are educated on our operating system and our focus on customer service under the supervision of a dedicated and experienced training department. During the classroom-based training period, potential operators are educated on phone etiquette, customer service, how to handle a variety of situations, and are equipped with an industry-leading training manual. Additionally, operators are provided one-on-one training with management, exposed to live calls in peer-to-peer training, and are supported by floor managers during independent live calls. Since 1989, before HIPAA was implemented, Dexcomm focused on and conducted confidentiality training because of our long history and understanding of the medical community. Starting in 2003, operators were introduced to two subject matter experts (SMEs); one with a registered nurse (RN) who has over 25 years of experience and an attorney who is specialized in HIPAA regulations. The RN explains in detail what to expect when speaking with doctors, other nurses and various health-care providers. The attorney educates the operators on HIPAA rules and regulations. Our operators are then given a written test on both SMEs seminars. Once the initial training program is completed, their education is not over; operators are moved into advanced training. In this ongoing phase, they attend monthly in-services and are consistently monitored and evaluated by a large team of managers. The Training Department, who oversees this process, ensures HIPAA compliance, maintains our high-level of customer service and enforces quality control. To produce best-practice telephone techniques, our Training Department developed a thorough closed-loop system. Calls are reviewed by a dedicated Quality Assurance Department, a division of the Training Department, who listen and score the operator s calls in real-time and for review. The department meets regularly to calibrate their scoring and provide feedback to the Training Department. Operators are given monthly, sometimes weekly, reviews on their performance.
20 20 Toolbox Downloadable Forms Websites Quality Assurance Evaluation Voic Samples - Medical Voic Samples - Non Medical timemanagement/a/telephonetips1.htm How To... CALL FORWARD REMOTE ACCESS Call Forward Remote Acess gives you the power to control your business line from nearly anywhere you have access to a telephone line. There are literally hundreds of reasons you may not have access to your main business line, but would like to change the final destination of any call that comes into that line. Suppose you lose power in your office during the day and suddenly you don't have access to your main phone lines. What if you could pick up your cell phone, dial a number, enter a code, and then forward your business line somewhere a live person could answer the phone? Call Forward Remote Access gives you this power. Suppose your secretary leaves the office, makes her normal commute home, and then realizes she forgot to forward the lines to the answering service when she left. In most cases someone has to make the drive all the way back to the office and forward the phones so that sales aren't lost, patients are taken care of, or service calls can be handled. Call Forward Remote Access eliminates the need to ever have to drive back to the office to forward your telephone lines. HOW TO FORWARD YOUR PHONE LINE 1. Check with your phone provider and make sure you have the feature enabled on your line. Your phone provider should also provide you with the feature code you ll need to enable and disable call forwarding. 2. Pick up the line that has forwarding enabled and enter your feature code (this is usually 72# or *72 depending on who the phone provider is). Don t hang up! 3. When you hear your dial tone again, enter the number to which you wish your calls forwarded. 4. Once that number starts ringing, you can be confident that your lines are forwarded. 5. Test the lines! Pick up another phone and dial the number you tried to forward. Make sure it s being answered the way you want it to. HOW TO UNFORWARD YOUR PHONE LINE 1. Check with your phone provider and make sure you have the feature enabled on your line. Your phone provider should provide you with the feature code you ll need to disable the call forwarding. 2. Pick up the line that is forwarded and enter your feature code (this is usually 73# or *73 depending on who the phone provider is). Then you can hang up. 3. Test the lines! Pick up another phone and dial the number that was forwarded. Make sure it s being answered the way you want it to. CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) AsktheExpert@dexcomm.com Dexcomm.com Helping the world connect, one message at a time.
21 21 Appendix Works Cited Cheapest Telephone Answering Service-10 Tips For Finding the Best. 9 Feb tips-for-finding-the-best/. Stirtz, Kevin. The Amazing Customer Service Toolkit. Amazingserviceguy.com. Copyright < Tips for the Receptionist or Secretary. Office Skills.org. Ward, Susan. Time Management Tips for Outgoing Telephone Calls. About.com. Looking for More? A SPECIAL THANKS TO Our Dexcomm Contributors TONI NEWKIRK Baton Rouge Supervisor MARY BETH TIPTON Business Office Administrator RACHEL MCELROY REBEKKAH SONNIER Director of Strategic Planning and Corporate Communications Human Resources Associate CORPORATE: 518 Patin Rd. Carencro, LA / 877.Dexcomm ( ) AsktheExpert@dexcomm.com Dexcomm.com Helping the world connect, one message at a time.
Telephone Techniques ANGER MANAGEMENT. How to Prevent or Process an Angry Caller. 2012 Dexcomm All Rights Reserved
Telephone Techniques ANGER MANAGEMENT How to Prevent or Process an Angry Caller 2012 Dexcomm All Rights Reserved 2 PREFACE: JAMEY HOPPER PRESIDENT Our passion is properly serving customers. Our passion
More informationBSM Connection elearning Course
BSM Connection elearning Course Telephone Skills Training 2006, BSM Consulting All Rights Reserved. Table of Contents OVERVIEW... 1 FIRST IMPRESSIONS... 1 TELEPHONE COMMUNICATION TECHNIQUES... 1 VOICE
More informationWhy is service important?
Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center Marta.delatorre@samc.com
More informationProfessional Telephone Courtesy Guide
Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...
More informationLaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES
LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality
More informationProviding Quality Customer Service
Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable
More informationTelephone Etiquette/Telephone Interviewing and Listening Skills
Department of Public Social Services Telephone Etiquette/Telephone Interviewing and Listening Skills Marsha Bryant-Hurt, Director Human Resources Division DPSS Academy Table of Contents Introduction of
More informationVerbal Communication II
Verbal Communication II Course Health Science Unit II Communication Essential Question How does the communication process affect health care delivery? TEKS 130.204 (c) 2A, 2B, 3B, 3C Prior Student Learning
More informationPhone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved
Compliments of Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Introduction In today s world the telephone is one of the most important tools used to do business in
More informationOrientation to Quality Customer Service
Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices
More informationAnswering Calls For Your Department
Phone Etiquette Objectives Answering Calls Tactful Responses Taking Messages Handling Rude Callers Making calls Ending Conversations Voicemail Etiquette Caller Complaints Answering Calls For Your Department
More informationHow To Use Powerful Phrases In Customer Service
Powerful Phrases for Effective Customer Service Over 700 Ready-to-Use Phrases and Scripts That Really Get Results Renée Evenson Excerpted from Powerful Phrases for Effective Customer Service: Over 700
More informationLesson One: Introduction to Customer Service
Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that
More informationOHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES
OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES The Ohio Expositions Commission (OEC) is committed to providing the best possible service to customers both internal and external. In support of
More informationHow To Be A Successful Customer Service Member At Walter'S Health Care Insurance
TASK I: Communication and Cultural Competence Module A: Customer Service California WIC Training Manual 6/1/2010 Task I/Module A Page i TABLE OF CONTENTS OVERVIEW..... 1 What Is Customer Service?......
More informationCustomer Service and Communication. Bringing service to the next level
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
More informationCommitment to Customer Care Providing a high quality patient experience
Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide
More informationTELEPHONE ETIQUETTE AND CUSTOMER SERVICE
TELEPHONE ETIQUETTE AND CUSTOMER SERVICE Training Materials for BYU-Idaho Employees BYU-IDAHO HUMAN RESOURCES Kimball Building #240 Rexburg, Idaho (208) 496-1700 www.byui.edu/human-resources Last rev.:
More informationPresented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills
Presented by: Heather J. Donnelly HDI Certified Instructor Telephone Skills Objectives Recall the key principles for dealing with an irate caller Apply specific techniques effective in providing excellent
More informationDealing with problems and complaints
47 6 Dealing with problems and complaints STARTER Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner. a
More informationToday s Professional Teller
As the face of the credit union, you must keep in mind the needs of the members at all times. The United States is facing a crisis of confidence in all financial institutions. As a credit union employee
More informationPhones. Step 1 Learn. Your Passport to Professionalism: Module 5. Steps in this module: Introduction. Module 5: Phones 1
Module 5: Phones 1 Your Passport to Professionalism: Module 5 Phones Steps in this module: 1. Learn: Read the following 6-page document. 2. Go to Earn Your Stamp and complete the reflection activity. Step
More informationHow to Create a Great First Impression
How to Create a Great First Impression by Lenny Laskowski 1998 LJL Seminars http://www.ljlseminars.com CLICK HERE for our BRAND NEW Public Speaking Audio CD Special! They say you can't judge a book by
More informationHow To Be A Successful Call Center Employee
About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,
More informationPreparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with
Preparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with confidence. At That s Good HR, we take our responsibility
More informationafraid aggravated anxious confident scared secure stressed
LEVEL 1.5-2.0 BUSINESS ENGLISH PHONE MESSAGES 05 LEAVING A MESSAGE 02 IN CONTEXT 8-10 min Match the pictures with the adjectives How do you feel when you need to leave a message in English to your foreign
More informationVERIZON VOICE MAIL USER GUIDE DC/DE/MD/NJ/PA/VA REGION BUSINESS
VERIZON VOICE MAIL USER GUIDE DC/DE/MD/NJ/PA/VA REGION BUSINESS ABOUT YOUR VERIZON BUSINESS VOICE MAIL SERVICE Business Voice Mail service can be a benefit to your business and to callers who need to leave
More informationCounty of Yuba Customer Service Examination Study Guide
County of Yuba Customer Service Examination Study Guide The following study guide will familiarize and assist you with preparing for a written examination containing multiple-choice customer service items.
More informationWhat do you need to know in the workplace?
What do you need to know in the workplace? Your internship may be the first time you ve worked in a professional setting. People will expect you to act as a professional. The rules are different among
More information10 Secrets to Developing Client Loyalty. with Ken Hardison, PILMMA and LawMarketing.com
10 Secrets to Developing Client Loyalty with Ken Hardison, PILMMA and LawMarketing.com 10 Secrets to Developing Client Loyalty Page 2 Ken Hardison, President & Founder, PILMMA Ken Hardison practiced injury
More informationUniversity Recreation Staff Training Modules Etiquette
University Recreation Staff Training Modules Etiquette This training module will outline the employee work practices we expect all staff members to follow. Lesson 1: Dress Code The employee dress code
More informationPresented by: Kelli McLeland Assistant Director of Student Employment
Presented by: Kelli McLeland Assistant Director of Student Employment Student Employee As a student employee, you represent the school. You re a partner with faculty, staff and other student workers. The
More information10/25/2013. Why are Telephone Etiquettes Important? Learning Objectives. Training for Healthcare Professionals. Module :Telephone Etiquette
Module :Telephone Etiquette Training for Healthcare Professionals Why are Telephone Etiquettes Important? Imagine, you call up the switchboard of an organization. You want to just reach out to your friend.
More informationWorking in a Customer Service Culture
Working in a Customer Service Culture Customer service skills course designed for participants in the Senior Community Service Employment Program. You can find the student guide to this course located
More informationParks, Recreation Community Services
Department of and Parks, Recreation Community Services Telephone Procedures Manual A MESSAGE FROM THE DIRECTOR.. The first contact many residents have with city government is the voice that answers the
More informationReversing OutMigration Michelle Rathman Batschke Impact! Communications
Energy, Momentum, Motion Changing Community Perception Strategies for Reversing Outmigration Copyright 2012 by, Inc No part of this presentation can be reproduced or distributed without written consent.
More informationExceptional Customer Service Means
MISSION: VISION: Creating inspired lives by connecting people with information and ideas. Mandel Public Library of West Palm Beach reaches out to inspire, inform and create a delightful quality of life.
More informationLiving Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD
Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012
More informationA GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE
Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication
More informationHello, my name is Jessica and I work in Human Resources for Target Corporation.
University of St. Thomas Career Development Center Streaming Audio 4 Sections Interviewing Script Preparing for Interviews Hello, my name is Jessica and I work in Human Resources for Target Corporation.
More informationTelephone Etiquette: Thirty-Six Tips. Before you answer be prepared (this includes knowing how to use the phone/system features):
Workforce Investment Act Pathways To Our Future Program Employment Unit Telephone Skills Telephone Etiquette: Thirty-Six Tips Before you answer be prepared (this includes knowing how to use the phone/system
More informationSales Presentations. 1. Before you start
Sales Presentations A presentation is an ideal opportunity to make a sale. You have a captive audience and far more flexibility than in a simple sales letter or phone call. Although many people do not
More informationPremium Feature Pack
Premium Feature Pack Purpose: To provide an explanation and example of each feature and service that Bright House Networks Business Solutions offers. Each item will provide the reader with the following:
More informationAIDET Overview: Why, What & How
AIDET Overview: Why, What & How TRAINING OBJECTIVES By the end of this training session you will be able to: 1 Explain what AIDET means and understand the use of Key Words as a tactic to: Improve Operational
More informationTELEPHONE SKILLS & TELEPHONE SALES
TELEPHONE SKILLS & TELEPHONE SALES You never get a second chance to make a first impression! Do you want to add new customers and increase sales? Viable solutions, such as database software packages, employee
More informationRFP Trend Update: The People Behind the Metrics
RFP Trend Update: The People Behind the Metrics Making Technology Work for You Introduction 2 Beyond the Metrics 2 Start Right with PEPP 3 Training & Career Path 5 Keeping Score with Metrics 6 People Factor
More informationMake and receive. telephone calls. Unit Q107. What you will learn. Understand how to make telephone calls Understand how to receive and transfer
Unit Q107 Make and receive telephone calls What you will learn Understand how to make telephone calls Understand how to receive and transfer telephone calls Be able to make telephone calls Be able to receive
More informationBusiness Call Answering
Business Call Answering A Verizon Business Messaging Service USER GUIDE 05-040 www.verizon.com/smallbiz NY-CNS Thank You for Selecting a Verizon Business Messaging Service. Questions? Please call -800-HELP-986
More informationINTRODUCTION TO COMMUNICATION SKILLS *
Core Competencies: Communication Skills INTRODUCTION TO COMMUNICATION SKILLS * ABOUT THIS ACTIVITY Time: 70 minutes Objectives: By the end of this session, participants will be able to: Define verbal,
More informationSuccessful Job Interview Techniques
Professionally You Professionally You Successful Job Interview techniques Successful Job Interview Techniques Family Economics & Financial Education April 2008 Values, Needs vs. Wants & Goal Setting Unit
More informationThis guide is provided as an educational resource by: Stuart J. Bryan, Founding Partner I-M Technology, LLC www.i-mtechnology.
FREE Small Business Advisory Guide: The 7 Most Common And Costly Mistakes Companies Make When Choosing A New Business Phone System And How To Avoid Them This exclusive insider s report will reveal: Eight
More informationModerating Usability Tests Principles & Practices for Interacting
Moderating Usability Tests Principles & Practices for Interacting Joe Dumas and Beth Loring Morgan Kaufmann, 2008 ISBN 978-0-12-373933-9 Introduction Getting Started 10 Golden Rules Initial Contacts Interacting
More informationCustomer Service Training 101, Second Edition By Renee Evenson
Excerpt from: Customer Service Training 101, Second Edition By Renee Evenson Chapter One Taking Your First Steps: The Basics Always remember, the customer is the reason you have a job. What has happened
More informationAnswering Service Buyer s Guide
Answering Service Buyer s Guide 1-800-645-2616 I www.answerfirst.com I sales@answerfirst.com Table of Contents 1. What is An Answering Service? The basics: what are answering services and what do they
More informationEffective International Conferences User Guide
Effective International Conferences User Guide Tips for a Successful Global Conference Call QUICK START As you host and join more and more international conference calls, it is important that you and your
More informationTelephone Answering Service Considerations
TAS Considerations Our goal of this document is to provide you with insight that we hope will allow you to make an informed decision when choosing your Telephone Answering Service (TAS). A discussion of
More informationModule B: Communication Verbal and Nonverbal
Module B: Communication: Verbal and Nonverbal California WIC Training Manual 6/1/2010 Task I/Module B Page i TABLE OF CONTENTS OVERVIEW.... 1 Good Communication.. 2 How We Communicate...... 3 Non-Verbal
More informationExcellent Customer Service
Tips for Providing Excellent Customer Service 1 GREAT SERVICE IS A CHOICE 2 Hire the Smile! Appearances Humor Eye Contact Smile Energy Manners Pride Train the Skills 3 EVERYONE CAN BE GREAT BECAUSE EVERYONE
More informationDESCRIBING OUR COMPETENCIES. new thinking at work
DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE
More informationAnonymous Call Rejection
Anonymous Call Rejection Don t waste time taking calls you don t want. Anonymous Call Rejection (ACR) allows you to block incoming calls from people who use *67 to block their phone number as well as calls
More informationCUSTOMER SERVICE Maine Woods Tourism Training Initiative
Press F-11 for full screen CUSTOMER SERVICE Maine Woods Tourism Training Initiative WHAT IS CUSTOMER SERVICE? Business Perspective Customer Service is a function of how well an organization meets the needs
More informationCustomer Service Communications Guidelines
Customer Service Communications Guidelines Effective October 1, 2013 Purpose Authority Reference Resource To establish Customer Service Communications expectations for the Department of Natural Resources
More informationModule 9. Building Communication Skills
Module 9 Building Communication Skills Essential Ideas to Convey To apply a facilitative approach to supervision, supervisors have to approach the people they manage in a different way, by using certain
More informationBUSINESS ETIQUETTE QUIZ
BUSINESS ETIQUETTE QUIZ 1. What is one of the problems in business today that result from poor listening skills? a. Broken relationships b. Short term memory c. All of the above 2. You re attending a conference
More informationEffective Interviewing Skills. The Key to Maximizing Your Job Interview
Effective Interviewing Skills The Key to Maximizing Your Job Interview Workshop Outcomes Knowledge of: Types of interviews Interview preparation steps and tips Stages of an interview Common and illegal
More informationNational Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org
Public Relations for the Educational Office Professional National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Preface This publication is
More information06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises
01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people
More informationGood Communication & Customer Service Basics. Brought to you by Human Resources and Information Services & Resources
Good Communication & Customer Service Basics Brought to you by Human Resources and Information Services & Resources Presentation Contents Principles of Good Communication Telephone Guidelines Voice Mail
More informationThe Emotional Bank Account
The Emotional Bank Account We all know what a bank account is. It is where we put our money, make deposits, save for the future, and make withdrawals when we need to. An Emotional Bank Account is a metaphor
More informationProviding Exceptional Customer Service
Providing Exceptional Customer Service Rev July 2011 Department of General Services Bureau of Procurement Introduction Providing exceptional customer service will build the bond that keeps customers coming
More informationGetting the Most From Your Phone System
Getting the Most From Your Phone System Looking at your system through the eyes of a patient will help you understand what you need. ILLUSTRATIONS BY JANIE BYNUM H ave you ever called your office, pretending
More informationMEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS.
MEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS. The most important abilities of a CMA are: the ability to Communicate effectively, with professionalism and diplomacy to all types of patients. Recognize
More informationBusiness Office. Phone Etiquette
Business Office Phone Etiquette Santa Maria-Bonita School District 708 South Miller Street Santa Maria, California 93454 (805) 928-1783 Excellent Customer Service and Answering Phones Presenting a professional
More informationAT&T MERLIN COMMUNICATIONS SYSTEM ADMINISTRATION MANUAL: MODELS 206 AND 410 WITH FEATURE PACKAGE 1
AT&T MERLIN COMMUNICATIONS SYSTEM ADMINISTRATION MANUAL: MODELS 206 AND 410 WITH FEATURE PACKAGE 1 Table of Contents Page How to Use This Manual The MERLIN Voice Terminal Setting the Control Unit Model
More informationINTERVIEW TIPS. 1. Know the exact place and time for the interview, the interviewer's full name, correct pronunciation, and title.
PREPARATION FOR THE INTERVIEW: INTERVIEW TIPS Preparation is the first essential step toward a successful interview. Company interviewers are continually amazed at the number of applicants who drift into
More informationSCRIPT FOR COLD CALL FROM LEAD
SCRIPT FOR COLD CALL FROM LEAD The interview should be fast paced and full of energy and enthusiasm Hello,? How are you doing today? This is calling you back with the information you requested about working
More informationThe USPI Physician and Care Provider s Guide to Effective Communication
The USPI Physician and Care Provider s Guide to Effective Communication KNOW HOW PATIENTS WILL EVALUATE PROVIDER SKILLS The Clinician and Group CAHPS - Consumer Assessment of Healthcare Providers and Systems
More informationand Department of Education and Training Patient and Staff Experience Training San Francisco Department of Public Health
and Department of Education and Training Service Excellence Patient and Staff Experience Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH CULTURAL
More informationHow To Be A Team Member
The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during
More informationAT&T Business Voice Mail. Comprehensive Messaging Solution
AT&T Business Voice Mail Comprehensive Messaging Solution Welcome to AT&T Business Voice Mail AT&T Business Voice Mail is an easy-to-use, easy-to-set-up business messaging tool. Before voice mail can work
More informationAdvantages of the Phone Interview. Types of Telephone Interviews. What to Expect
The Telephone Interview Telephone interviews are used by companies to screen candidates and narrow the pool of applicants who will be invited for in-person interviews. They minimize expenses associated
More information1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.
1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.com Virtual Assistant Show your clients you re ready to do business.
More informationQuick Guide. Oral presentations. Four-step guide to preparing oral presentations. What is in this guide. Step 1: Plan
Oral presentations What is in this guide Four-step guide to preparing oral presentations Step 1: Plan Step 2: Prepare Step 3: Practise Step 4: Present Reflecting on the presentation Oral presentations
More informationVOICE MAIL. Voice mail allows business professionals access to messages even when they're away from the office.
INTRODUCTION VOICE MAIL 1. Voicemail (also known as voice-mail, VMS, or message bank) is a centralized system of stored telephone messages that can be retrieved later. The term is also used more broadly
More informationCORPORATE TELEPHONE STANDARDS AND TELEPHONE USER GUIDE
CORPORATE TELEPHONE STANDARDS AND TELEPHONE USER GUIDE September 2008 INTRODUCTION TO CORPORATE TELEPHONE STANDARDS The 2007 Citizen survey revealed 71% of the Council s customers contact the organisation
More informationVerizon Business National Unified Messaging Service Enhanced Service Guide
USER GUIDE Voice Verizon Business National Unified Messaging Service Enhanced Service Guide What Is Unified Messaging? Verizon Business National Unified Messaging Service is an interactive voicemail system
More informationGuidance on how to apply successfully for a teaching post
Guidance on how to apply successfully for a teaching post Introduction Applying for a job takes time and concentration. You need to give yourself enough time to think clearly and be well organised so that
More information6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE
6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now
More informationBUSINESS ENGLISH PHONE MESSAGES 05 UNDERSTANDING PHONE GREETING 01
LEVEL 1.0-1.5 BUSINESS ENGLISH PHONE MESSAGES 05 UNDERSTANDING PHONE GREETING 01 IN CONTEXT 5-8 min a. Complete the phrase an operator to dial to reach a tone a representative a main menu 1. is to punch
More informationInterview Skills Guide
Interview Skills Guide The main purpose of an interview is to sell yourself to a company/organization and convince them that they should hire you. As a candidate you are a salesperson, selling the most
More informationHow To Use Fairpoint.Com On A Cell Phone On A Pc Or Landline Phone On An Iphone Or Ipad Or Ipa Or Ipo Or Cell Phone (For A Cell) On A Landline Or Cellphone On A
Definition FairPoint Communications Hosted PBX is easy to use and manage. Hosted PBX is packed with a wide variety of useful standard, advanced and business group calling features, including voicemail.
More informationHosted PBX Calling Features and Voice Mail Guide
Definition FairPoint Communications Hosted PBX is easy to use and manage. Hosted PBX is packed with a wide variety of useful standard, advanced and business group calling features, including voicemail.
More informationPart 1: Beyond Words - How to Expand Social Competence
May 19-22, 2014, Toronto ON Canada Part 1: Beyond Words - How to Expand Social Competence Presented by Michael Moore, J.D. CM31 5/21/2014 10:15 AM - 11:45 AM The handouts and presentations attached are
More informationTIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW
TIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW Preparing for the Interview RESEARCH Don t forget to research the organization/company before the interview. Learn what you can about the workplace prior
More informationThe Hungry Agent s Recipe for Success
The Hungry Agent s Recipe for Success Tips from Top Medicare Agents written by: Senior Market Sales, Inc. www.seniormarketsales.com Success is a lot like spaghetti... Both require a minimal amount of ingredients
More informationHELP DESK CALL HANDLING SCRIPTS
HELP DESK CALL HANDLING SCRIPTS FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined. June 1999 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc. Page
More informationDEBATING. A Brief Introduction for Beginners
DEBATING A Brief Introduction for Beginners WHAT IS DEBATING? We live in a world where we communicate with others all the time. Debating is a more formal way of communicating. It builds confidence and
More informationJOB FAIRS AND INTERVIEWS: TIPS FOR SUCCESS. Why Attend a Job Fair?
JOB FAIRS AND INTERVIEWS: TIPS FOR SUCCESS 1. You may land a job! Why Attend a Job Fair? 2. The Employers Want to Meet You: these employers will be prepared to conduct onthe-spot interviews with the candidates
More informationExercise: Effective Customer Care and Communication for Call Center Agents
Exercise: Effective Customer Care and Communication for Call Center Agents Introduction and Learning Objective: In this exercise participants will practice communication and customer services skills required
More information