An assistant manager of a marketing department gives a speech on etiquette. John Cleese highlights several several points she left out. Vignettes demonstrate inappropriate behavior.
Answer the phone within four rings and introduce yourself at the beginning of the conversation.
Establish whether or not it is a convenient time for the other person. Several scenarios demonstrate correctly and incorrectly handled telephone conversations.
Be careful not to bully the caller. Ask open questions or the 6 Ws: who, what, where, when, why and how. Ensure that the caller feels connected to the conversation.
Make listening noises to ensure that the caller feels understood. Active listening makes customers feel respected and loyal. Record and repeat pertinent information to help diffuse aggressive callers.
Volunteer useful information. Mention the steps you will implement and suggest a timeline for action. If you delegate a step, follow through to ensure that its completed.
Use telephone techniques for voicemail. Prepare what you are going to say prior to leaving a message. Barbara redoes the telephone etiquette speech.
Credits: Telephone Behavior: Classic John Cleese Business Education Videos
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This video, featuring John Cleese and Rebecca Front, presents practical rules for conducting a call from start to finish. Learn about the verbal handshake, telephone etiquette, how to control, and how to close a call on this episode of Classic John Cleese Business Education Videos.
Length: 32 minutes
Item#: This title is currently not available.
Copyright date: ©1997
Prices include public performance rights.
Not available to Home Video, Dealer and Publisher customers.
Only available in USA and Canada.
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