This document provides guidelines for proper telephone etiquette, including answering calls within 3 rings, greeting the caller, using an appropriate voice pitch and volume, and matching the caller's speaking rate. It emphasizes forming a good "PICTURE" by controlling your pitch, inflection, courtesy, tone, understanding, rate, and enunciation. When taking messages, notes should include the caller's name, time and date of call, topic, follow up details, and phone number. Personal qualities like motivation, determination, humor, esteem, professionalism, enthusiasm, persistence and flexibility are important for phone work.

1. Telephone Etiquettes
BY: RIA (IBS GURGAON)

2. Answering the Telephone
• Pick up with in 3 rings.
• Greet the caller.
• Use low voice pitch.
• Avoid extremes on volumes.
• Match your speaking rate with that of the
callers.

3. P.I.C.T.U.R.E
• Customer forms a mental picture of you
• P- pitch
• I- inflection
• C- courtesy
• T- tone
• U-understanding
• R-rate
• E-enuncation

4. Taking phone messages
. Callers and company name
. Time and date of call
. What the call is regarding
. Follow up or return call if neeeded
. Phone number

5. Personal qualities for phone work
• Self motivation
• Determination
• Sense of humour
• Self esteem
• Professionalism
• Enthusiasm
• Persistence
• Flexibility

7. Thank you