THE ANATOMY OF CALL SCRIPTS

STEPS ON CALL SCRIPTS

Opening 3 As Apologize, Acknowledge, Assure Verify needed information Hold guidelines Hold courtesy Transfer guidelines Resolution Summary Resolution close Closing

HOW TO ROUTE INCOMING CALLS

PHONE HANDLINGS THE DOS AND DONTS

Answer the phone promptly Entertain the call when you are ready to talk Make sure the distance between the mouthpiece and your mouth is right: 1 11/2 inches away Be friendly and show respect before you know who it is Dont rush callers Dont interrupt while the caller is talking Acknowledge that you are still on the line Always have a pad of paper and a pencil handy for orders and or message Do not make the caller wait for a long time Focus on the caller. Concentrate. Be attentive

oNegative Impact Words o Would you mind? oCant oPolicy oHave to; Should oNecessary oRequired oYou need to... oBut oNext oTry oProblem oJargon/Buzz words of your industry oIts not my job/department

Positive Impact Words Explanations; Information What have you considered? How can it be corrected? What are the alternatives? I understand Here are some others Which do you prefer? How can I help? Will Willing When will However; and Situation Concern

 Use I will to build confidence Use Will you to reduce frustration Use You can to say no courteously Give reason first to save time Say specifically what you have done or will do to show sincere interest That Make A Difference