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Telephone Etiquette

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Telephone Etiquette Training from MMM Training Solutions(www.mmmts.com)

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Telephone Etiquette ,[object Object],[object Object],[object Object],[object Object]
Telephone Etiquette
Answering the Telephone ,[object Object],[object Object],[object Object],[object Object],[object Object]
“ Good morning, thanks for calling the ABC Hotel, my name is XYZ, how may I help you?”
Telephone Etiquette Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804 Tone of Voice 86% Words 14%
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Telephone Etiquette
Interviewing Techniques
Interviewing Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Personal Qualities For Phone Work ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for Telephone Etiquette
Tips for Telephone Etiquette ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for Telephone Etiquette ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for Telephone Etiquette ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Handling Irate Customers ,[object Object],[object Object]
5 Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Opening the Call (Greeting & Introduction) Building Rapport & Identifying Customer Need (Question) Collecting/ Verifying of Information (Paraphrase) Provide Customer Solutions, Alternatives or Information Get Customer Buy-in; Establish Next Steps; Close the call (Summarize)
Contact Information ,[object Object],[object Object],[object Object],[object Object],[object Object],Pramila Mathew - Training Consultant and Executive Coach Mobile : +91-9840988449 ; E-mail : [email_address] Vikas Vinayachandran - Training Consultant Mobile : +91-9840932894 ; E-mail : [email_address]

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Telephone Etiquette

  • 1.
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  • 4. “ Good morning, thanks for calling the ABC Hotel, my name is XYZ, how may I help you?”
  • 5. Telephone Etiquette Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804 Tone of Voice 86% Words 14%
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  • 10. Tips for Telephone Etiquette
  • 11.
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  • 15. 5 Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Opening the Call (Greeting & Introduction) Building Rapport & Identifying Customer Need (Question) Collecting/ Verifying of Information (Paraphrase) Provide Customer Solutions, Alternatives or Information Get Customer Buy-in; Establish Next Steps; Close the call (Summarize)
  • 16.