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, Don’t 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 you’d call back - and then didn’t ?
• Let the phone ring unanswered ?
• Had to make a second call because you forgot to ask about...?
• Pretended you’ve 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 ‘didn’t confirm it in writing’ ?
• 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
Don’t 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.
