The document discusses effective communication methods and telephone skills for customer service. It covers answering, transferring, and placing telephone calls as well as taking messages. Face-to-face, written, and telephone communication are examined. Principles for handling difficult callers are provided. The importance of personal grooming in customer service is also explained.

1. CHAPTER 8 COMMUNICATION METHODS

3. Communication Methods Face-To-Face Written Telephone

9. TIPS FOR MAKING TELEPHPONE CALLS

10. Know purpose of our call

11. Being ready with questions to be asked

12. Being courteous to caller

13. Speaking with a smile

14. If the person whom we wish to speak to is not in, we can choose to leave a CLEAR & COMPLETE MESSAGE…..

15. Leave simple message by saying our name, contact no & the call purpose

16. Avoid leaving message in a noisy environment

17. What Are Procedures for Handling Telephone Calls Effectively?

18. A Call for Mr Charlie Sales Manager - Mr Charlie Customer – Ms Lucy Receptionist – Ms Sally

19. Transferring an Incoming Call Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist

21. Putting an Incoming Call on Hold Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist

23. Making Outgoing Local Calls Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office

24. Using a normal phone – Pick up the receiver and listen for the dial tone. Using a normal phone – Dial the telephone number. Using an extension – Dial the telephone number Using an extension – Pick up the receiver, dial 9 and listen for the dial tone . When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’ When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’

25. Handling Incoming call from a nuisance caller Sally, the receptionist, receives a nuisance call.

27. Write & Complete Telephone Message Form To:___________________________________________ Date:_______________ Time:_____________________ While you were out Mr / Miss / Mrs Of Phone Telephoned you Please call Returned your call Will call again Wants to see you Urgent Message: _______________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ Call taken by: ______________ Date: ______________________ Time: ______________________ Name of person taking down the message Date and time of call Message Caller’s name Name of person caller wishes to speak to Caller’s company name & contact no.

28. What are 8 Principles in Handling Difficult Callers?

38. Good personal grooming means being appropriately dressed, and having a neat and smart, well-groomed appearance

40. Communicate effectively and be well-groomed… THANK YOU CLASS