【正文】 ge. Learn how to say no in a positive manner by subtracting Not Words and negative phrasing from your munication. The end result: callers who understand and accept your information more quickly. 33 Dealing With Difficult Callers What you should do is: Listen without interrupting Gather the facts and make a note of them Take their details so you can get back to them Sympathize with them and offer to act as fast as you can Apologize if you have made the mistake Stay calm even though the caller is angry and possibly abusive. 34 Three Myths about Students/Callers 1. Students try to make things difficult. 2. Students like to plain. 3. Students expect the impossible. 4. Students are never satisfied. 35 16 Words and Phrases That Keep Students Cool Hello! I39。t use the standard default greeting or have another person record your greeting. Write down what you want to say in your greeting and practice saying it a few times before recording. Include in your greeting your name and department so that people know they have reached the correct person. Your regular greeting should include your normal work hours. Use the attendant feature if available! This feature allows the caller to reach another person in your department from your voic. 28 Checking Messages and Returning Calls Check your messages daily and return messages within 24 hours. Reply, forward, or delete messages immediately. If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them. 29 Leaving a Voic Message for Another Person When you have to leave a message for someone to return your telephone call, try to have the correct pronunciation of their name and make sure you state the following clearly: Speak clearly and slowly. Be sure to leave your name and extension number. It39。 do you wish to wait or shall I call you back?‖ Avoid saying, ―Just a moment,‖ then leaving the line. Your caller may prefer to receive that information later than to wait out the time of your search! Get the Customer‘s attention. To pick up the telephone and continue with, ―its 3616981116,‖ will invariably bring a ―what was that?‖ So….. Thank him/her for waiting or apologize for taking more time than you had anticipated would be necessary. Now that you have his/her attention again, give him/her the information. 21 Conversation Techniques Ending the Call 1. Help your caller e to a close with a hint that your conversation has e to an end. 2. When you are listening: Keep the initiative here, too. Whether you are waiting for that break in the conversation, or whether you are listening to your conversation partner‘s plete story. 22 Conversation Techniques Closing the Call When you are closing: 1. If you initiated the call, review the information details. Whatever the business may have been. Be sure that the details you have written down are correct. 2. If you have received the call, repeat to your caller the business of the call. Make certain that your caller has understood correctly what you have told them. 23 Conversation Techniques Ending Prolonged Calls A. When you wish to end a prolonged conversation: The accepted rule accords the caller the prerogative of closing a conversation. B. If you have placed the call: Even if your partner in the conversation seems reluctant to close the contact, it is your privilege to end the tangent upon which the conversation has bee launched by a polite, ―Well, then, we will take care of that matter,‖ or ―Thank you for your information,‖ or whatever appropriately refers to the original purpose of your call— and then your polite ―goodbye.‖ C. If you have received the call: The tone of voice which conveys a kindly selfassurance is the key to making this ment turn the trick: ―I‘ve enjoyed talking with you. I wish I had more time to discuss this matter with you. Thank you for calling. 24 Conversation Techniques Gathering Information 1. SUMMARIZE the business at the close of the call. 2. Have a pencil in hand when you answer that ring. Be ready to write as well as listen. 3. Record telephone calls. 4. Have a pencil in hand when you place a call. Write down names, dates, times