Workshop - Personal and Phone Serive

WORKSHOP PERSONAL SERVICE

By Samantha Albano

Let's Break the ICE!

Encontre alguém que:

● Já tenha estudado Inglês alguma vez na vida.

● Tenha que usar Inglês no trabalho.● Já tenha passado por uma situação embaraçosa por não saberfalar outro idioma.

● Já saiu correndo para nãoter que atendr um estrangeiro.

ObjectivesAt the end of the Workshop, participants will be able to:

● Greet people in a business like environment.● Introduce themselves and others.● Serve customers in an appropriate manner.● Use effective call greetings as a caller and receiver.

● Use good telephone techniques and telephone manners.

● Be confident in your phone abilities.

Formal speech

Generally speaking, when you are at a business context (making calls related to employment,

finances, law, health or applications of any sort, or at a customer service), you should show

politeness by using words like:

couldwouldcanmay

Politeness

When making a request. When you ask for something, or receive help or information, you

should use:

pleasethank you

thank you very much.

Greetings

Formal greetings are more polite and also used if you don't know the person.

● Good Morning● Good Afternoon● Good Evening● How are you? - I am fine, thank you. And you?

Conversation 1

A – Good Morning Mr. Jones.B – Good Morning Ms. CarolanA – How are you?B – I am fine, thank you. And you?A – I am great, thank you.

Introducing yourself and other people.● To introduce yourself you can say:I'm Jane Carolan Or My name is Jane Carolan

● To introduce other people you can say:You: Linda I'd like to introduce you to my friend. This is Jack Jones, from Ireland.Linda: It is a pleasure to meet you / Nice to meet youJack: Pleased to meet you, too / Nice to meet you, too

Reception Desk Service

Receptionist: Good morning. Can I help you?Visitor: Good morning. Yes, please. I'd like to see Mr. Jones.Receptionist: What's your name?Visitor:I'm Linda CarolanReceptionist: Just a minute, please.

OrI'm afraid he is not in at the moment.

OrDo you have an appointment?Visitor: Thank you.

OrI'll wait / I'll come back another time / Can you take a

message?Or

Yes, I do. / It's at 3 pm. / No, I don't

WORKSHOP PHONE SERVICE

Before the workshop

After the workshop

Smile!

● Did you know people can hear you smile? It's true. Let's try it:

● Say 'Good Morning' without a smile.And now, with a smile.

● You'll notice that there is an inflection when you smile and it gives your voice energy and cheery tone, conveying friendliness to the person at the other end of the line.

Tak with a smile in your voiceBe corteous

● Keep your voice in a corteous manner. Be kind, polite, direct and enthusiastic.

● Don't speak too fast or too slow. Keep a good pace.

● Don't yell or talk to others in the room while you are on the phone.

● Don't eat, drink or chew gum.● Always have pen and paper by the phone.

What would you do if you were talking on the phone and another

line were ringing?

Answer promptly

● Answer before the third ring if at all possible.

● If you are talking on another line or to a person at your desk, excuse yourself: May I place you on hold for a moment, please?

Answer the phone, permit the caller to state his purpose, them tell him you are on another line and ask him if he can wait for a minute, or ask if he'd like to leave a message.

What should you say when you answer the phone?

Identify yourself

● When answering the main line or someone's else's line, give the name of the company and your name: “CNA, good morning, Darla speaking.”

● When answering your own line you can give your department name: “CNA, sales department, Darla speaking.”

Taking Phone Messages

Include:● Caller's name, phone and company if applicable. If the caller doesn't identify himself ask politely for his name: 'May I ask who's calling, please?' or May I tell Mr. Johnson who is calling, please?

● Time and date of the call● What the call is regarding to● If a follow up or return call is needed

How to close the call?

Close the call correctly

● Make sure the caller has no more queries.

● Use 'Godbye, Thank you for calling' or some other appropriate closing to indicate that the conversation is ended.

● Let the caller put down the receiver first so they don't feel you have cut them off

Conversation Techniques

● Assume and keep the initiative in conversations:

Caller: I'd like to talk with Mr. Johnson, pleaseReceiver: I'm afraid he is not in at the moment. Can I take a message or May I help you?

Conversation TechniquesWhat you Mean Tell the caller

He/she is out He/she is not in the office at the moment. Would you like to leave a message?

I don't know where he/she is He/she has stepped out the office. Would you like to leave a message?

He/she is in the bathroom He/she has stepped out the office. Would you like to leave a message?

He/she has't come in yet I expect him/her shortly. Would you like to leave a message?

He/she took the day off He/she is out of the office for the day. Can someone else help you or would you like to leave a message?

He/she doesn't want to be disturbed He/she is unavailable at the moment. Would you like to leave a message?

He/she is busy He/she is unavailable at the moment. Would you like to leave a message?

Commonly used phrases

Introduction / Making contact● ‘Hello’● ‘Good Morning’● ‘Good Afternoon’● ‘This is ___ speaking’● ‘Could I speak to ___ please?’● ‘I would like to speak to ___’● ‘I’m trying to contact ___’


Giving more information● ‘I am calling from ___● I’m calling on behalf of ___’


Taking / Receiving a call● ‘Hello, this is ___ speaking’● ‘___ speaking, how may I help you?’


Asking for more information / Making a request● ‘May I ask who’s calling please?’● ‘Can I ask whom I’m speaking to please?’● ‘Where are you calling from?’● ‘Is that definitely the right name/number?’● ‘Could I speak to someone who ___?’● ‘I would like to make a reservation please’● ‘Could you put me through to extension number

___ please?’


Asking the caller to wait / Transferring the call● ‘Could you hold on a moment please’● ‘Just a moment please’● ‘Hold the line please’● ‘I’ll just put you through’● ‘I’ll just transfer you now’’


Giving Negative Information● ‘I’m afraid the line is busy at the moment’● ‘That line is engaged at the moment, could you

call back later please?’● ‘I’m afraid ___’s busy at the moment, can I take a

message?’● ‘I’m sorry, he’s out of the office today’● ‘You may have dialled the wrong number’● ‘I’m afraid there’s no one here by that name’


Telephone Problems● ‘I’m afraid I can’t hear you very well’● ‘Would you mind speaking up a bit please?’● I’m afraid my English isn’t very good, could you

speak slowly please?’● ‘Could you repeat that please?’


Leaving / Taking a message● ‘Can I take your name and number please?’● ‘Can I leave a message please?’● ‘Could you please ask ___ to call me back?’● ‘Could you spell that for me please?’● ‘Can I just check the spelling of that please?’


Saying Goodbye● ‘Thank you for calling’● ‘Have a good day’● ‘Goodbye’


Telephone Problems● ‘I’m afraid I can’t hear you very well’● ‘Would you mind speaking up a bit please?’● I’m afraid my English isn’t very good, could you

speak slowly please?’● ‘Could you repeat that please?’

Commonly used phrasel verbs● Hang on – wait● Hold on – wait● Hang up – finish the call● Pick up – answer a call● Put through and Get through – to be connected to

someone on the phone● Call back and Get back to – return someone's call● Cut off – to be disconnected during a phone call● Speak up – to talk louder

Forbidden Phrases

● I don't knowThat is a good question, let me find out for you. Place the caller on hold or call him back later.

● Just a secondGive a more honest estimate of how long it would take. It will take me about 15 minutes to get to the staff room, would you mind waiting while I check that for you?

Avoid Verbal Barriers to Communication

● Hold on...Do you mind waiting while I check that for you?

● You'll have to check with Mr. Johnson.Mr. Johnson is handling that matter. Can I ask him to get in touch with you? Or Would you like to talk to him?

Dealing With Difficult Callers

● Listen without interrupting;● Gather the facts and make note of them;● Take their details so you can get back to them;● Synpathize with them and offer to act as fast as you can;

● Apologize if you made the mistake;● Stay calm even though the caller is angry and possibly abusive.

Key phrases to keep the caller cool!

● Hello, I am sorry to keep you waiting.● Good Morning! Thank you for waiting.● It was nice talking to you.● Thank you. Is there anything else I can do for

you?● Thank you for calling.● You're welcome. I'd be happy to do that for you.

Conversation 1A – CNA, good morning, Jeff speaking!

B – Good morning Jeff! Is Darla there, please?

A – I'm afraid she is not in at the moment. May I help you?

B – My name is Arthur and I'd like to know about my son's grade, could you please check that for me?

A – Of course Sir. Could you tell me your son's full name?

B – It is Lucas Jhonson.

A – How do you spell your last name Sir.

B – It is J-H-O-N-S-O-N

A – Thank you Sir. Do you mind waiting while I check that for you?

B – I'll wait.

A – Hello Sir!

B – Hello.

A – Your son's grade is 99. He passed with distinction. Congratulations!

B – Thank you. Have a good day!

A – Thank you for calling!


B – Good morning Jeff! May I speak with Dan Brown, please?

A – I'm afraid he is not in at the moment. Would you like to leave him a message?

B – Yes, please. Tell him that Ms. Sumathi needs to contact him.

A – Sure. I'll tell him. Does he have your phone number?

B – No, It is 1234-5678.

A – 1234-5678. Ok, I'll give him your message.

B – Thank you.

A – You're welcome. Is there anything else I can do for you?

B – No, that's all. Good bye.

A – Good Bye. Have a good day Ms Sumathi.


B – Good morning Jeff! May I speak with Mr. Da Vinci, please?

A – May I ask who's calling, please?

B – This is Mr. Jackson.

A – Could you hold on a moment please?

B – Yes, thank you.

A – I'm afraid the line is busy at the moment. Would you like to leave a message.

B – No, thank you. I'll call back later.

A – Thank you for calling.

Now it is your turn!Let's make some phone

calls!!!

Thank you!

Self Improvement

Workshop - Personal and Phone Serive