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3. What is Telephone Etiquettes The Essence of dealing with people , politely and efficiently over the phone can be boiled down to…… Telephone Etiquettes 3
5. Pre-calling guidelines Before the call always have purpose in mind If you are calling in relation to a meeting then prepare an agenda Identify a second point of contact For a conference call identify a coordinator or a leader to lead the call Answer calls promptly – within 3 rings 5
6. Pre-calling guidelines Before picking up the receiver, discontinue any other Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party Keep a note pad and pen handy at your desk Smile as you pick the phone – the caller will hear it in your voice 6
8. In coming call When receiving an incoming call always identify yourself for example “Jaya speaking”, “This is Dev here” 8
9. Outgoing calls When making an outgoing call Introduce yourself and the company you are calling from. If you are routed to a receptionist or operator, also include the name of the person you’re trying to reach for example, “Hello, this is Jaya from VanSight. May I speak with Mr. Patel?” 9
10. In case of an unscheduled call: Do not call very early or late in the day State the purpose of the call as soon as possible Be sure to ask if it is a convenient time to speak If no check for callback time 10
11. In case of an scheduled call: Greet the client as per his time zone Introduction Repeat the agenda of the meeting Introduce who is with you Send minutes of the call 11
12. During the call guidelines Speak slowly, enunciate clearly and spell out words if necessary Use plain English and avoid unnecessary jargon and acronyms Focus your full attention on the caller and the conversation 12
13. During the call guidelines Use active listening to clarify and check for under-standing Assertiveness Build rapport to ease the conversation It pays to write down the client’s name and use it regularly in your conversation. 13
15. Why?? It’s a basic courtesy People who do two things at a time don’t do either one very well When you split your attention, you’re likely to lose something important the client says 15
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