3. Importance of Good Telephone Etiquette
⢠Objective of the call is met
⢠Customers are very happy with the interaction
⢠Positive image is formed.
⢠Shows professionalism
⢠Positive word of mouth
⢠Reputation of the company is enhanced
4. Benefits
⢠Saves you time
⢠Makes your job easier
⢠Keeps you in touch
⢠Helps you stay in control
⢠Makes you feel popular
⢠Keeps you up to date
⢠Gives you instant access to people and information
⢠Helps you to get things done
5. Taking Calls
Common Reasons for calls are:
For information
To speak to someone specific
And sometimes to complain
All incoming calls should be answered in a timely manner, Donât let it ring
for too long time.
6. Pre-Call Preparation
⢠Feel good about your work
⢠Smile
⢠Have a positive outlook
⢠Organize your desk and have basic things like water, paper, pen
7. Opening of the Call
⢠1st impression is the last impression
⢠Be courteous and efficient at the beginning of the call
⢠Voice is a tool, keep it clear, articulate, courteous and crisp
⢠How should we open the call:
⢠Warm and professional greeting
⢠Identify yourself
⢠Be enthusiastic
8. During the Call
⢠Be respectful.
⢠Never be rude, abrupt or annoyed to the customers
⢠Be genuinely interested in what client is saying and have a conversation.
⢠Feel good when you interact with the customer (Voice intonation)
9. Closing the Call
⢠Summarize what has been discussed.
⢠Ask when you can meet for further discussions.
⢠Have a pleasant tone
⢠Do not be rushed and pause at appropriate intervals
⢠Listen and pay attention to client requirement
10. Have you ever:
⢠Continued doing other things while on the telephone ?
⢠Said youâd call back - and then didnât ?
⢠Let the phone ring unanswered ?
⢠Had to make a second call because you forgot to ask about...?
⢠Pretended youâve been cut off ?
⢠Made faces to your colleagues about the person on the other end of the phone ?
⢠Lost callers while transferring them to another extension ?
⢠Asked the caller to hold while you fetch a pen and paper ?
⢠Been caught out because you âdidnât confirm it in writingâ ?
⢠Lifted a ringing receiver and replaced it at once ?
⢠Had to ask callers to repeat themselves because you were distracted ?
11. ⢠Be alert and attentive to the person who you are speaking to
⢠Never chew anything while speaking on the phone
⢠If you wish to put the person on the hold, seek the permission
first.
⢠Always return the call and message within a reasonable
amount of time.
⢠Never speak on speakerphones when others are around
you.(Unless the others have to be on the call too)
⢠Speak clearly and slowly when you answer a business
telephone; do not slur or mumble your words.
⢠Never be rude to a caller, no matter how nasty they are.
12. Cell Phone
Etiquettes
Donât allow your cellphones to ring audibly in the office.
Use social media and other chat application sparingly;
Your phone is your own but office timings belong to organization.
Avoid long personal calls at work.
Speak softly and watch your language.
13. Cell Phone
Etiquettes
Avoid discussing personal/confidential topics in
presence of others.
Avoid
Avoid use of cellphones while in face to face
conversations with someone.
Avoid
Never text/send emails during meetings, business
lunches etc.
Text/send
14. Conclusion
Following telephone etiquettes is a basic
requirement of professionalism.
Using correct telephone etiquettes
gradually leads to creating a reliable and
trustworthy image of your organization.