Text Box: Phone Professionalism First Line Impressions Text Box: Your business image is on the line with everyone who answers or speaks on the phone. Many times the customers first impression with an organization is on the phone. We often see the telephone as an inconvenience, annoyance, and a hinderance to our job. We need to see the telephone as a an immediate tool to create a service image. The service image is created by all team members taking responsibility for the quality of skills used with the telephone. We must make a commitment to develop excellent skills in using the phone and a commitment to using the telephone as a front line tool in creating a positive service image for all our Text Box: In this session we will learn and discuss…. Accept responsibility that you are the image of the organization Know telephone system features Be Prepared to deal with the customer when you answer the phone Voice Quality - be more aware of your voice Tone of Voice Inflection Volume Rate of speech Intensity Voice Self Assessment Desirable Traits Undesirable Traits Telephone Etiquette – Rules of acceptable behavior Answering the phone—greeting, identifying statement, offer assistance, enthusiasm Addressing your Customer Putting callers on hold Finding or Entering Information Telephone Etiquette Taking Messages Transferring Calls Follow up—Need for call back End a Call Voice Mail—Outbound, Inbound: messages, follow up, response ©2003 Strive Training