sinopec 24/04 Talking on the Phone

Hurrah! At last I have got my problems with my removable device fixed and can post this lesson. Thank you for you patience.

Our last lesson was about talking on the telephone. As not all of you will be travelling overseas you will be doing any work with foreigners over the phone. As the person you are talking does not get to meet you, they will be forming their opinion - not so much about you, personally, but about your company - from your telephone personality.

Talking on the phone is both easier and more difficult than face to face meetings. When meeting in person we use all kinds of “codes” to help us understand each other which are based on sight: appearance; body language; gestures. On the phone there is only our voice to rely on. Just as a handshake gives a person their first idea of the other person, so they way we answer the phone also gives an indication of the person we are dealing with.

Remember, on the phone, the TONE of our voice is very important.

You might have to answer the phone a hundred times a day and get very fed up [bored with; sick of]saying the same thing each time. However, it is important to keep that boredom out of your voice.

You may be so used to saying the same thing over and over again that you tend to gabble[say very fast] your identifying remarks. But remember also, that the person you are speaking to is hearing you for the first time – and those identifying remarks are all-important.

If your phone is a direct line you must always identify your business clearly: e.g. ABC Company…You can say a simple “Hello" or "Good morning/afternoon” first, but make sure the business name is spoken in a way that can be understood:- the person may have the wrong number, it is good advertisement, and it helps the other person to embed the name in their mind.

After this greeting identify yourself and then politely ask:
“How can I help you?” or
“What can I do for you?” or
“May I help you?”

e.g. “Good morning, ABC Company. Bill speaking. How may I help you?”

If you are on an internal line the company name is not important but your name is:
“Hello/Good morning/Good afternoon, this is Bill.”

Tips:

Smile when you answer the phone. The other person can’t see it, but they can tell by your voice. It makes a big difference.

On the phone it is better to say “certainly” than “yes”. It sounds stronger and is clearer.

If you have to re-direct the person or put them on hold always ASK first (e.g. Shall I put you through? Would you like me to put you through? Would you mind holding for a moment? Is it o.k. if I put you on hold while I ask?”) – there is nothing more frustrating than being put through somewhere else, or put on hold when one could rather leave a message.

If someone is going to have to hold always specify “For a moment” “Until I find out” etc. Most people dread being put on hold and forgotten about. If its taking longer than expected, check back “Are you still there? I’m sorry for the delay”.

1.You may answer the phone with “Hello” OR “Good Morning/Afternoon/Evening.”.

2.But You MUST give the name of your company as soon as you have said this.

3. Then you must identify yourself – i.e. give your name.

EXAMPLE.

“Hello. Shanghai Development Company. Mary speaking.”

The person on the phone will then usually give the name of their company and introduce themselves.

You then say

", Mr. Smith (or whatever the name is). How can I help you?"

If the caller has a problem you can’t help with, say so immediately. Do not waste their time. But then offer to put the call through to someone who can help. e.g.: -

"I’m sorry. That’s not my field. I’ll put you through to Ms. Li. She’ll be happy to help".

If you are unsure who could deal with the problem – again, DO NOT waste the caller’s time. Instead say:

"I’m sorry. I’m not quite sure who the best person would be to help you. Can I have your telephone number and I’ll have someone get right back to you?"

N.B. ( If you find that the person who can help Mr. Smith is away or is not available that day, RING Mr. SMITH BACK and explain this to him.)

If, however, the caller has rung about something you could help with say:

"Yes, Mr. Smith. I’ll be happy to help."

Perhaps though, you need to consult with a colleague. DON’T PUT MR. SMITH ON HOLD without asking, or Say:

"I’ll just have to check" OR "Let me just check" "…with my colleague and I’ll get straight back to you. Can you give me your number?"


When it seems as though you and Mr. Smith have completed your business say:

"Is there anything else I can help you with?"

If there is not say:

"Well thank you for calling Mr. Smith. I’ll get on to that straight away". OR "You’ll be hearing from us in a few days time".

If Mr. Smith then thanks you say

"It’s a pleasure". OR "No problem" OR "Not at all" OR "No worries" and then say ‘Bye.



What to do if a caller has a complaint.

ALWAYS apologise personally:

e.g. “I’m so sorry this happened.”” “I really apologise for such inconvenience.” THEN say “WE will do everything to help you.”. or “WE will get this sorted out straight away.”

If the caller has a serious complaint or is rude say: “As I said, I am really sorry this happened” and THEN offer to have someone in a higher position call E.G.

“I will get our Section Manager to call you herself.”

In the unlikely event that someone is very rude to you, NEVER just hang up the phone. ALWAYS say "Well, thank you for calling" first. That way your company cannot be accused of being at fault.


KEY PHRASES:

How can I help you? What can I do for you

How may I help you Perhaps I can help

I’ll get right back to you I’ll ring you right back

I’ll get back to you straight away

I’ll have someone get back to you

I’ll call you back

We’ll call you back

You’ll be hearing from us.

We’ll get back in touch

I’ll be in touch.

Sorted out/get this matter resolved

I apologise for the inconvenience….. I’m sorry this happened

Is there anything else I can help you with? Anything else I can do for you? Will that be all?

I’ll have to check. I’ll just check. Maybe I should check.

I’ll check back with you.

Get in touch with me/us anytime.

Good to hear from you. Great to hear from you.

Look forward to hearing from you.

Hope to hear from you again/soon.

Happy to help

It’s no trouble

It’s a pleasure. No problem. Not at all. I’m happy to do it. It’s been a pleasure talking
to you.

I hope you all get a chance to relax over this weekend - I know I shall: its my top priority. So - Avagoodie. and enjoy your little holiday.