Developing Your Telephone Skills အပိုင္း ၂
Telephone မေခၚခင္မွာ ဘာေၾကာင့္ ေခၚရမွာလဲ (Why you are making the call )ဆိုတာအရင္သတိထားရပါမယ္။ဥပမာ -ေခၚဆိုရျခင္းက
To obtain /receive information လား ၊To return a call (ျပန္ေခၚတာလား) ၊To schedule an appointment (ခ်ိန္းဆိုဖို ့လား)၊ဒါမွမဟုတ္ To service a customer (၀န္ေဆာင္မွဳေပးဖို ့လား) စသည္ျဖင့္ေပါ့။ဘာေၾကာင့္ပဲေခၚေခၚ(အလုပ္နဲ့ပတ္သက္လို ့) အရင္ဆံုး Positive attitude towards making the calls at the time you are making it .ကၽြန္ေတာ္တက္ဖူးတဲ့ Training မွာဆိုရင္ Telephone ကို 3 rings (သို ့) 10 seconds မျပည့္မီ ကိုင္ရမယ္ ဆိုတာနဲ. Telephone မေျဖခင္ အရင္ ျပံဳးလိုက္ပါတဲ့ (တစ္ဖက္ကကိုယ္ကိုမျမင္ရေတာင္) ။ဘာေၾကာင့္လဲဆိုေတာ့ Sensing (အရင္Postမွာေျပာခဲ့သလို)ေၾကာင့္ပါပဲ။Psychologically Effective ျဖစ္ပါတယ္။ထားပါေတာ့။
အေရးၾကီးတာကေတာ့ Telephone ဆက္သၢယ္တဲ့အခါ Tones of Voice ကအေရးၾကီးပါတယ္။ခ်ိဳေနစရာ၊ၾကယ္ေလာင္စရာမလိုပါဘူး။ဒါေပမယ့္ Clear ျဖစ္ဖို ့နဲ့ စကားလံုးပီသဖ.ို လိုပါတယ္။တစ္ဖက္နဲ ့တစ္ဖက္ Mutual Understanding ျဖစ္ဖို ့ဆိုတာအေလးထားသင့္ပါတယ္။
ႏွစ္ပိုင္းခဲၢေျပာၾကည့္မယ္ေနာ္
ကိုယ္ကေခၚရင္ (When making a call )
1.Identify yourself immediately to get the call off to a positive start.
2.Tell the person why you are calling. Be specific.
3.Ask well-stated, appropriate questions to obtain the desired action.
4.Close the call in a friendly tone with an understanding between both parties of the action(s) that need to be taken.
ကိုယ္ကဖုန္းလက္ခံနားေထာင္မယ္ဆိုရင္ (When answering the phone)
1.Answer the telephone no later than the second/third ring.
2.Identify yourself in a friendly tone.
3.Use the caller's name.
4.Gather as much information as possible.
5.Do not interrupt the caller.
6.Give accurate information.
7.Thanks the caller at the end of every telephone conversations
ဆိုတာေတၢကိုသိထားရင္ Telephone Operator အလုပ္ေလ်ာက္လို ့ရျပီ။ ေဟး ေဟ့…
ဒီမွာ Organisation အၾကီးစားေတၢမွာ(သို ့)လုပ္ငန္းေတာ္ေတာ္မ်ားမ်ားမွာ အသံုးျပဳေလ့႐ွိတဲ့ Standard Format ေလးကေတာ့
1.Good (Morning/Afternoon/Evening )
2.Company Name or Department (E.g - လင္းၾကယ္ျဖဴ Blog)
3.Name of the receiver (E.g - လင္းၾကယ္ျဖဴ is speaking)
4.May I help you ?/How can I assist you ? etc,,… ေပါ့ေလ…
ေနာက္ Screening Calls ဆိုတာ႐ွိေသးတယ္ ေထၢေထၢထူးထူးေတာ့မဟုတ္ပါဘူး Caller ကို သူေျပာခ်င္တဲ့ ဥပမာ -ကိိုယ့္ Boss ဆီ Transfer လုပ္ေပးသင့္မသင့္စသည္ျဖင့္ေပါ့။ဒီမွာ Transfer လုပ္တယ္(Transferring Calls)ဆိုတာ မ်ားေသာအားျဖင့္ Organisation Phone ေတၢက High –Tech ပဲ။Function မ်ိဳးစံုပါတယ္။အဲ့ဒီ့ System ေတၢကို သိထားရင္ေတာ့ OK ပဲ။
Transferring a call means that, for any number of reasons, it would be best for the caller to speak with someone else. It is important to be thoroughly familiar with the specific procedure for transferring a call.
Message Taking ဆိုတာကလည္း Telephone conversations ေတၢမွာ သိထား၊အေလးထားသင့္တဲ့အခ်က္ပဲေနာ္..
Today, messages may either be left as voice-mail messages for the person being called or written down by someone else. If you are writing down the message, use a telephone message form to fill in the appropriate parts. တဲ့
ေနာက္ေတာ့ Telephone calls ေတၢကလည္းဒီလိုကၢဲျပားေသးသတဲ့
1.Information calls: Calls you make to gather information require careful thought to determine exactly what information you are trying to obtain. (သတင္းအခ်က္အလက္အတၢက္ သို ့ ပံုမွန္ ေခၚၾကရင္)
2.Scheduling appointment calls: Know exactly when you want an appointment before you place the call. Have all information in front of you when you place the call. If you are making calls for another individual, notify that person of the scheduled appointment. Likewise, be certain you have carefully recorded on an appointment calendar the designated scheduled time as well as any special instructions. (ဥပမာ-Meeting ေတၢ၊ Interviews ေတၢ ကိုခ်ိန္းတာေပါ့)
3.Complaint calls: Often a complaint call can become a negative experience by nature of the call's very existence. Be prepared to deal with emotions in as positive a fashion as possible.(Complaint တက္တဲ့ ေခၚဆိုမွဳေတၢ)
4.Collection calls: Collecting money over the telephone is a challenging experience. Good questioning skills are of paramount importance in handling a collection call. (ဥပမာ- Bank ေတၢ၊pre-paid ဖုန္း၀န္ေဆာင္မွဳေတၢကလွမ္းေတာင္းတာေတၢ၊အေၾကၢးေတာင္းတာေတၢစသည္ေပါ့)
5.Telemarketing calls: Selling a product or service over the telephone is done by a skilled Salespersons called a telemarketer. Generally, telemarketers have been trained to deal with a wide variety of responses and situations.(Telephone ကေန Market ျဖန္. ့တာ၊အေရာင္းအားျမွင့္တာေပါ့)
6.Customer Service on the Telephone(ဒါကေတာ့ Hospitality Industry ေတၢမွာလုပ္ရင္ အေသးစိတ္ေလ့လာရမွာပါ)
Customer service is an extremely important aspect of telephone skills. This is the reason most businesses are in existence—to serve the customer. Good customer service via the telephone shows respect for the customer and builds business over time. Good customer service is provided by maintaining an excellent voice quality that is easy to understand and includes a pleasant tone spoken at a reasonable speed. Selecting appropriate vocabulary is also important. If words are used that are not understood, positive communication will not be conveyed. Listen intently when servicing a customer. Be prepared to offer responses that will be delivered in a positive manner. E.g – Reservation calls or calls for Booking
ဘယ္လိုအေၾကာင္းနဲ ့ပဲေျပာေျပာ ဒါေတၢကို သိထားသင့္ေသးတယ္
1. Always respond in a courteous and professional manner.
2. Give accurate information.
3. Be prepared to deal with rejection and negative responses.
4. Offer a variety of positive solutions.
5. End all calls courteously.
6. Thanks the caller at the end of every call
ေနာက္ဆံုးေတာ့ဒီ ေအာက္က Knowledge ေလးကို လက္ေဆာင္အျဖစ္ေပးလိုက္ရင္းနဲ ့ဒီ Post ကို ရပ္လိုက္ေတာ့မယ္ေနာ္
Tools for Effectively Making Telephone Calls
Incoming Telephone Calls
Be prepared to answer the telephone when it rings. Keep pens and message pads close by as well as telephone directories and other reference materials. Use an answering machine if you must be away from your desk.
Telephone numbers may be obtained from your own record, from directories, or from directory assistance.
Have the telephone number directly before you when you get ready to make the call. Developing your own personal telephone list is very helpful.
Telephone directories that contain both White Pages and Yellow Pages can also be sources of excellent information. Use the White Pages when you want to locate a specific name of a person. Use the Yellow Pages when you want to locate a product or service.
Directory assistance provides access to a telephone number by going through a directory assistance operator. Usually there is a fee for obtaining this information.
မိတ္ေဆၢမ်ားအားလံုးေပ်ာ္ပါေစ
လင္းၾကယ္ျဖဴ
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