Phone Handling and Interpersonal Skills

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Phone Handling and Interpersonal Skills

• Presented by Debbie Olton

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Interpersonal Skills . . .

• refer to the mental and communicative methods
  used during social communications and
  interactions to reach certain effects or results
  
• are used in business contexts to refer to the
  measure of a persons ability to operate within
  business organizations.
• http//en.wikipedia.org/wiki/Interpersonal_skills
  

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Interpersonal Skills . . .
Annual Employee Reviews rate from a Needs
Improvement to Outstanding in the areas of

• Participation and teamwork
• Contribution to unit morale
• Working cooperatively with the public, peers and
  subordinates and
• Accepting advice and counseling from superiors

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Social Skills

• Greet in a positive and professional manner
• Allow caller to explain themselves fully
• Respond to callers requests satisfactorily
• Advise the caller of what will happen next

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Social Skills

• What is your responsibility?
• You are to . . . .

• Guide and control the conversation to obtain the
  information needed to meet each customers needs.
• Provide answers to the customers requests to the
  best of your knowledge and skills.

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Communication Skills
Verbal Communication - Starting A Conversation

• Citizens are already anxious.
• To ease the tension within the first 60 seconds .
  . .
• Greet the caller in a friendly voice
• Speak clearly at a moderate speed
• State your name and agency
• Ask how you can provide assistance

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Communication Skills

• Verbal Communication Ask Questions to
• Get or clarify information from the customer
• Express interest in the customer
• Aid customer to help themselves
• A Assess
• S State
• K Know

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Listening

• Good listening can be learned
• It requires
• Your willingness to learn
• Skills to help you listen more effectively, and
• Continual practice

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Non Verbal Communication

• What are some of the things that may hinder
  Listening?
• Barriers
• Being a good listener means identifying and
  overcoming barriers
• Most barriers are derived from 3 sources
• The environment
• The customer
• You

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Guiding Customer Conversations

• Barriers to Listening

• Visual distractions that inhibit effective
  concentration
• Tiredness
• Customer speaking too fast or with an accent
  (cultural diversity)
• Customer speaking too slowly or too much
• Poor connection on the phone
• Noisy workspace

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Active Listening

• Helpful Tips
• Demonstrate that the caller has your full
  attention
• Let the customer speak without interruption
• Ask the speaker to repeat anything you did not
  understand

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A Way With Words

• Words customers dont want to hear
• Cant, Wont, Impossible
• My computer is slow, down
• Humming or singing
• Chewing
• Cell phone music or ringing

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Positive Language

• AKA Body Language

is the art of using words and phrases to create a
positive image in the customers mind. It . . .

• lets the customer know what you can do, not what
  you cant
• shows enthusiasm and sincerity
• reflects an attitude of true service and
  reinforces your commitment to doing your best

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Phone Conversations

• As a Customer, which of the following statements
  would you prefer to hear?
• Our computers are slow/down, and I cant get
  the information for you right now. Can you call
  back tomorrow?
• Sir, I need to place you on hold while I
  research the information, is that ok?

Upon returning to caller, thank them for being
patient. Your attitude is reflected not only in
your voice, but also in the steps you take to
relate to your customers.
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Ending Conversations

• Without an effective ending customers might
• Be confused about what will happen next
• Miss an important detail that just didnt come up
  in the conversation
• Hesitate to take further action
• Not feel that your agency has any interest in
  them
• Waste time contacting another agent and have the
  same conversation

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Helpful Reminders

• Put Yourself in Callers Shoes
• Listen
• Repeat
• Apologize
• Acknowledge
• Explain
• Thank