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Call handling ettiqutes

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Call handling ettiqutes

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Every phone call is an attempt at communication between the Customer & Representative; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be more difficult. In general, people are asked to keep their language more standard, as opposed to using slang; to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling friends, it's often best to stick to established etiquette.

Every phone call is an attempt at communication between the Customer & Representative; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be more difficult. In general, people are asked to keep their language more standard, as opposed to using slang; to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling friends, it's often best to stick to established etiquette.

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Call handling ettiqutes

  1. 1. CALL HANDLING ETIQUETTE Prepared By: Laiba Muddassar
  2. 2. Topic index ❑ Pre Call Preparation ❑ WHY IS TELEPHONE ETIQUETTE IMPORTANT? ❑ "Do's & Don'ts" of Telephone Etiquette ❑ CALL OPENING ❑ CONVERSING WITH THE CUSTOMER ❑ HOLD PROCEDURE ❑ CALL CLOSURE ❑ USEFUL PHRASES WHEN ON THE PHONE Prepared By: Laiba Muddassar
  3. 3. PRE CALL PREPARATION ✓ Feel good about your work ✓ Smile ✓ Have a positive attitude ✓ Make sure that the telephone is placed correctly ✓ Organize your desk that you have the following handy namely a pen, a paper pad and a glass of water ✓ Recall all the emails & product knowledge to provide better service ✓ Make sure, you have all the updated information Prepared By: Laiba Muddassar
  4. 4. WHY IS TELEPHONE ETIQUETTE IMPORTANT? ✓ Company’s reputation is enhanced ✓ The objectives of the call is met ✓ Customers are happy with interaction ✓ Positive image is formed ✓ Shows professionalism ✓ There is positive word of mouth Prepared By: Laiba Muddassar
  5. 5. Prepared By: Laiba Muddassar "Do's & Don'ts" of Telephone Etiquette "Do" Speak Clearly "Do" Greet Customers Appropriately "Do" Ask How You Can Help "Do" Probe the Customer Appropriately "Do" Listen to the Caller's Request "Do" Ask to Place the Caller on Hold "Don't" Talk with Your Mouth Full "Don't" Speak too Loudly or Softly "Don't" Leave the Caller on long/Unnecessary Hold "Don't" use Slang Words/Jargon/Negative Words "Don't' Answer the Phone Casually "Don't’ Blame the Customer
  6. 6. CALL OPENING ✓ Warm and professional greeting ✓ Identify yourself ✓ Be enthusiastic ✓ Your voice is your communication tool, hence keep it honed & polished at all times ✓ A good voice is clear, articulate, courteous & charming ✓ Follow the Company Standardized Greetings How should you sound when you open your call? Prepared By: Laiba Muddassar
  7. 7. CONVERSING WITH THE CUSTOMER ✓ Be respectful to the customer ✓ Be genuinely polite in your tone. Let the customer “hear” politeness in your voice ✓ Be patient with your customers and do not sound rude, annoyed or abrupt ✓ Feel good when you speak with the customer ✓ Show Empathy not Sympathy ✓ Conversing with the customer ➢ Say “Please” when appropriate ➢ Say “Thank You” when the customer spells out his name/The customer compliments you etc. ✓ Remember to maintain enthusiasm and excitement in your tone Prepared By: Laiba Muddassar
  8. 8. ✓ Follow appropriate hold procedure ✓ Seek Permission ✓ Specify the Duration ✓ Explain the Reason ✓ Wait for the customer’s response ✓ Get back to the customer in the committed time frame ✓ Say “Thank You” when you get back to the customer for being on hold o “Thank you for being on hold.” HOLD PROCEDURE Prepared By: Laiba Muddassar
  9. 9. CALL CLOSURE ✓ Summarize what has been discussed ✓ Ask if you can provide further assistance ✓ End on a positive note ✓ e.g. Have a nice day, sir! ✓ While, closing the call: o Have a pleasant tone and be courteous o Don’t sound rushed o Pause at appropriate places o Follow the Company Standardized Greetings Prepared By: Laiba Muddassar
  10. 10. USEFUL PHRASES WHEN ON THE PHONE ✓ When Pt give information "Thank you for giving me this information". ✓ For Hold "May i put you on quick hold to transfer your call to XYZ". ✓ After Resuming from Hold "Thanks for being hold on the line Sir/Ma'am". ✓ After Resuming from long Hold "Please accept my apology for long hold Sir/Ma'am". ✓ If you required information for registration for unlisted or listed Customer "May I have your information please to complete your file , when next time you will call us you don't need to go through this procedure". Prepared By: Laiba Muddassar
  11. 11. USEFUL PHRASES WHEN ON THE PHONE ✓ "Thank you for your cooperation." ✓ " I am sorry for the inconvenience." ✓ "How may i assist you today Sir/Ma’am." ✓ In case of inconvenience "Please accept my apology for inconvenience." ✓ Courtesy "Hope you will get better soon." ✓ Courtesy "Thank You for your understanding." ✓ Courtesy "Please stay on line" if you required time to search data in system Prepared By: Laiba Muddassar
  12. 12. Prepared By: Laiba Muddassar • The question could be an irrelevant question, but cannot be wrong. • Only the answer could be wrong ✓ Remember:
  13. 13. Prepared By: Laiba Muddassar

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