This ppt is on Telephone Etiquette, In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication
3. 3
Telephone etiquette implies the
manners of using Telephone
communication including the way
you represent your Business and
yourself, greeting the receiver,
the tone of voice, the choice of
words, listening skills, the closure
to the call, etc.
What is
Telephon
e
Etiquette
?
4. 4
Importance of Telephone
Etiquette
• Professionalism
Communicating with Telephone manners always shows your professionalism. It makes the
customers believe that their work is in good and safe hands. Most likely they would repeat the deal.
• Impression
The impression that you create on Telephone communication has a lasting effect. The Telephone
etiquette you follow makes the receiver feel respected.
• Loyalty and Trust
Telephone etiquette builds the trust of your potential customers. It makes them loyal to you and
purchases the products and services from you frequently.
• Customer Satisfaction
When the customers get satisfied with the Telephone conversation, they are sure that their needs
and requirements will be satisfied in-person also. It gives them a consistent and well-rounded
experience
5. 5
AVOID
“Hang on.”
“Hold on.”
“Who’s calling?”
“I can’t hear you, speak
up!”
“I can’t help you. You’ll
have to speak to
someone else.”
PROPER TELEPHONE
LANGUAGE
FOLLOW
"May I put you on hold?”
“May I say who is calling
please?”
“I am having a little
difficulty hearing you. Can
you please speak up?”
“I need to transfer your call
to (dept.) so that they can
answer your question. May
I do so?”
7. 7
• Greetings – always greet the person you are conversing with.
• Always identify yourself and the company or business you are representing.
• Ask the caller, “May I know who I am speaking to?” It is imperative that you know who is on the other
line.
• Smile when you answer your calls. The other party will hear the smile in your voice, even though
he/she can’t see it.
• Practice good listening skills.
• Be eager, considerate and courteous.
• Be as helpful as you can in addressing concerns and issues.
• Ask questions, pay attention about the caller’s concerns and show you care.
• If there is a problem, be concerned, empathetic, and apologetic.
• Speak Clearly – smile while talking on the phone and speak slowly and clearly, enunciate your words
so the person on the other line will understand what you are talking about.
• Be aware of the position of your headset’s mouthpiece. Regularly check your mouthpiece while you’re
working to ensure it is properly positioned based on the manual. Take note that the recommended
position for the microphone on most headset models is two fingers’ width from your mouth.
• Before placing a caller on hold, ask their consent first and thank them.
9. 9
• Don’t interrupt callers when they are speaking. Let them have the time to express their concerns.
• Do not call a customer or client’s home before 8:00AM or after 9:00PM, unless you have prior
permission to do so.
• Don’t forget to return the call as you promised.
• Never answer the phone if you are drinking, eating or chewing gum.
• Don’t give your clients and prospected customers the hunch that they are rushed. It is best to return
the call when you can give the person the time they need to know and identify the reason for their
call.
• As much as possible, don’t ever leave a message with someone else or on a voice-mail regarding
details of a delinquent account. Instead, leave a message asking the person to call the “Accounting or
Billing Department.”
• Don’t let callers’ negative or angry voice affect you.
• Be flexible and don’t bring your emotions from a previous call into your current call.
• Never cough, sneeze or clear your throat directly into the mouthpiece of your headset.
• Don’t breathe loudly into the mouthpiece of your headset.
• Don’t make up information when you don’t know the answers to callers’ queries.
10. 10
7
Communication
Why Your Tone of Voice
Matters (Especially on
the Phone)
• 7 percent of spoken communication is
comprehended from the words that are
actually spoken (content).
• 38 percent is comprehended in the way in
which the words are spoken (tone of voice).
• 55 percent is comprehended from facial
expressions and body language (how you
look).
D r . A l b e r t M e h r a b i a n , a p r o f e s s o r a t U C L A , i s
k n o w n f o r h i s 7 - 3 8 - 5 5 r u l e o n t h e e f f e c t i v e n e s s
a n d a l i g n m e n t o f c o m m u n i c a t i o n . I t s t a t e s :
T I T L E A T I T L E B
A
B
A
c
T I T L E C
B
C
A
11. 11
Conclusion
Appropriate telephone etiquette is
essential as usually, communication on the
Telephone is the first contact point for your
Business. Thus it becomes critical to leave
a positive lasting impression on all the
customers to build up a distant
relationship.
