I. Whether you work in an office or call center, there is a right and wrong way to talk on the workplace telephone. II. When answering the phone, you become the face of the company. III. How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth. IV. If the call leaves a bad taste in the customer's mouth, you may lose his business.

1. PHONE ETIQUETTES
WORK
AT

2. BRIEF OVERVIEW

Whether you work in an office or call center, there is a
right and wrong way to talk on the workplace telephone.

When answering the phone, you become the face of the
company.

How you handle the call from start to finish will leave a
neutral, good or bad taste in the customer's mouth.

If the call leaves a bad taste in the customer's mouth, you
may lose his business.

3. “FIRST IMPRESSION IS THE LAST
IMPRESSION”

4. CONTD…

For this reason, it is best to make sure each call received
is handled with excellence

Phone Etiquettes simply mean etiquette on the telephone
so its important to notice your tone.

Never slam the phone on people, do not play pranks, do
not drop the phone suddenly, do not keep the caller
waiting for too

5. ESSENTIALS OF PHONE ETIQUETTES
Make sure you identify yourself, speak clearly and are
smiling as you answer the phone.
 Before placing a caller on hold, ask for their permission
first and thank them next.
 It is better to return a call than to keep someone on hold too
long. If the phone rings back to you, you've kept them on
hold too long.
 Do not forget to return a call as promised.
 Do not permit the phone to ring into the office more than
three times.
 Always use a pleasant, congenial and friendly tone.


6. CONTD…
Never interrupt the person while he/she is talking to you.
 Never engage in an argument with a caller.
 Do not handle an unhappy caller's concern openly at the
checkin-checkout desk.
 Do not make it a habit of receiving personal calls at
work.
 Do not answer the phone if you are eating or chewing
gum.
 Do not give the impression that you are rushed. It is
better to return the call when you can give the person the
time they need to handle the reason for their call.


8. CONTD…
Learn how to handle several callers simultaneously with
ease and grace.
 Return calls promptly that have been left on voice mail
and ansafones.
 Always get the best number (and an alternate) and the
best time to have a call returned to the caller, especially
if a manager or another team member must return the
call.
 Do not leave a message with someone else or on an
ansafone or voice mail regarding details of a delinquent
account. Instead, leave a message asking the person to
call the "Accounting Department."


9. NOTE DOWN THE MESSAGE OR
IMPORTANT POINTS

10. CONTD…
Always make collection calls in private and away from the
patient flow or public areas.
 If possible, provide a telephone for
patients/customers/clients to use. An area providing
privacy is preferred.
 Do not call a patient, customer or client's home before
8:00AM or after 9:00PM, unless you have been given
permission to do so.
 When hanging up the phone, make sure the caller or
person called hangs up first. Always hang up the phone,
gently.


11. TYPES OF CONVERSATION

12. CORRECT WAY

Answer using your name, title and ask how can you help

Always leave your phone number and speak slowly

Leave a short, detailed message

Return calls in a timely manner

Smile when you answer the phone

13. INCORRECT
WAY

Eat when you are on phone

Put someone on speaker phone

Talk with others

Say anything that you don’t want the caller to hear

Answer the phone if you are not prepared

Answer calls when you are in office or in a meeting

14. COMPONENTS OF AN E-MAIL
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