1.
Telephonic Etiquette

2.
What are Etiquette?
• Etiquette refers to good manners.
• An individual must behave well in public to gain respect and
appreciation from others.
• It is essential to behave in a socially acceptable way.

3.
Telephone Etiquette
• An individual needs to follow a set of rules and regulations while
interacting with the other person over the telephone.
• Creating an impression of our personality, education, family
background .
• It will create a “PICTURE” into the mind of another person.

4.
Importance:
• First Impression:it can only takes seconds to decide if they like you or
not.
• It can potentially make or break a business relationship.
• What you say (verbal communication) and how you say it (nonverbal
communication) are critical because the caller cannot see your facial
expression or body language- which carry a lot of information about
your confidence, competence, and sincerity.

5.
• Why it is important , we hire receptionist , secretary or administrative
assistant that has to know how to present well over the phone?

6.
Tips to keep in mind:
• Greeting: begin the call with appropriate greeting like good morning /
afternoon depending on time.
• Be polite : A polite word or two always helps in bringing warmth into
the conversation .
• Clarity : Always use a clear , crisp and simple language , including the
old 7C's of communication .
• Purpose : Before making a phone call , be sure of the purpose of the
call.

7.
• Find some quiet place : Communicating over the telephone is much
more effective when both parties can hear each other clearly without
background noise.
• Be enthusistic : enthusiastic about the chance to speak with the
caller. Adults pay more attention to the tone of your voice than they
do to the words you use.
• Summarise : There are various benefits of summarising and
paraphrasing, it helps you to reaffirm what was discussed during the
phone call.

8.
Dont's
• Do not eat or drink while you are on telephone duty.
• Do not use filler : um or ah
• Never snap back or act rude to the caller .
• Never leave the person o hold for more than a few secounds (not
more than 30 sec) or they may become upset and hang up.

9.
Usage of language
• Speak in a normal way but in an effictive manner.
• Words delivered should be clear and understood to the caller .
• Offer assistance : “How May I Help You?”
• Identify Yourself: ” Aman speaking “ , “pooja speaking”.

10.
• Take time to speak clearly and slowly and in a cheerful manner .
• If you have tendency to speak loud or shout , avoid doing so on the
telephone.
• Taking care of customers over the telephone and making them fell
well informed and appreciated is essential.
• The ability to listen is a problem in general but it is very important to
listen to what the caller has to say .

11.
The tone plays a very important role as the guest cannot see you .Your voice sets up the
perception in the Guest's mind.
Ussage of tone

12.
Challanges
1. Handling rude or impatient callers :
-Stay calm and try to remain polite.
-Try to think like the caller and focus to resolve their problems .
2. If you are in a non supervisory position :
If the caller needs to speak to another person or department ,transfer
the caller directly to the desired person's extension rather than the
operator.

13.
3.Wrong number :
When you reach a wrong number, don't argue with the person who
answered the call or keep them on the line. Say: "I'm sorry, I must have
the wrong number. Please excuse the interruption." And then hang up.
4. Important Messages :
Be prepared with pen and message slip when you answer the phone.