COMMUNICATION
ANSWERING THE PHONE
Employees are expected to answer all phone calls within the first three rings and should answer all calls with a helpful attitude and the identifying message below:
Answer with an introduction and the name of the facility, site, or program you are with, so the customer knows they have reached their intended location or program. “Good morning/afternoon/evening, you have reached the ___(site/program)___” Followed up with your name, this provides personalized communication.
“this is__ (your name)__”
Finish up the greeting by opening the opportunity for the customer to share.
“How can I assist you today?”
SMILE
Remember to
, even over the phone, it makes the difference.
TONE OF VOICE
When communicating over the phone, it’s not just what you say, it’s how you say it. Your tone of voice is the most dominant over the phone and reflects your attitude. Flat tone: says you are uninterested. Slow pitch and dramatic voice: conveys annoyance or lack of engagement. Loud voice: can signal aggression or frustration. High pitch and rapid voice: shares over eagerness and increases miscommunication. Keys to effective phone conversations: Inflection - the wave of high and low in your pitch should be intentional with every call, even if the employee has repeated the same phrase multiple times to multiple people. Ways to improve awareness of inflection include regulating breathing, changing the word around (repetition equals monotony), and smiling. Volume Control - speaking in a moderate voice is the most effective, especially when a customer is unpleasant. Pay attention to volume, timing is important, occasionally speaking louder for short bursts can emphasize or focus attention. Pacing - an awareness of pace controls the conversation with the customer, giving the customer the opportunity to consider what is most important and beneficial to know. Pace is also important when articulating a solution or answer in a way the customer understands.
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