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Telephone Etiquettes දුරකථන සුසිරිත් By Sanath Gamaghe

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Communication Tools <ul><li>Pitch ස්වරමානය </li></ul><ul><li>Speed and Volume . </li></ul>

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Communication Tools - PITCH <ul><li>Voice Speed </li></ul><ul><li>Talking too fast : contact may not be able to follow you </li></ul><ul><li>Talking too slowly , tempted to cut in, supply words, or otherwise hurry you </li></ul>

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Communication Tools - PITCH <ul><li>Volume </li></ul><ul><li>The other person Should understand and hear You . </li></ul><ul><li>distracted by inappropriate volume </li></ul>

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Communication Tools <ul><li>Inflection- වරනැගීම </li></ul><ul><li>It provides the emphasis, interest, or accent </li></ul>

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Communication Tools <ul><li>Enunciation උච්චාරණය </li></ul><ul><li>Articulation or overall clarity of your speech </li></ul><ul><li>Speak clearly, pronouncing words correctly, and speaking distinctly </li></ul>

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Making a call <ul><li>do not say &quot; Who am I speaking with ?&quot; without first identifying yourself </li></ul><ul><li>Introduce yourself even you know that person – name and why I’m calling </li></ul><ul><li>Always know and state the purpose of the communication </li></ul><ul><li>Maintain focus during the call </li></ul>

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Making a call <ul><li>When you reach a wrong number , say: &quot;I'm sorry, I must have the wrong number. Please excuse the interruption.&quot; And then hang up. </li></ul><ul><li>Maintain focus during the call </li></ul><ul><li>Time is money in business. So you cant take others time unnecessarily. </li></ul>

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Making a call <ul><li>If you told a person you would call at a certain time, call them as you promised . If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call. </li></ul>

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Answering a call <ul><li>Promptly – Max 3 rings </li></ul><ul><li>Give a smile when you answer </li></ul><ul><li>Use buffer words – Good Morning </li></ul><ul><li>Company or Department Name </li></ul><ul><li>Your Name </li></ul><ul><li>Speak with confidence </li></ul><ul><li>Never be rude to a caller </li></ul>

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Put on hold <ul><li>Ask permission </li></ul><ul><li>ask if they would like to continue to hold </li></ul>

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Answering Calls for Your Department <ul><li>Answer promptly </li></ul><ul><li>Discontinue any other conversation or activity </li></ul><ul><li>Speak clearly and distinctly </li></ul><ul><li>Use hold button when leaving the line </li></ul>

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To announce a call <ul><li>Find out the name of the caller and ask what it is in regard to. ( Why they are calling). </li></ul><ul><li>Get the permission from the caller to hold for a moment. </li></ul><ul><li>Press transfer button. </li></ul><ul><li>Dial the extension of the person the caller wants to speak to. </li></ul>

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To announce a call <ul><li>Wait for the person to answer. </li></ul><ul><li>Tell the person who is calling. </li></ul><ul><li>a) If the person accepts the call, hang-up. </li></ul><ul><li>b) If the person asks you to take a message, then press the button where the caller is holding. Take a paper message. </li></ul>

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If you are currently on one line and another line rings <ul><ul><li>Get the permission from the first caller to hold. </li></ul></ul><ul><ul><li>Place caller on hold. </li></ul></ul><ul><ul><li>Answer the ringing line saying, Life Ops and your name. Get the permission from the second caller to hold </li></ul></ul><ul><ul><li>Place second caller on hold. </li></ul></ul><ul><ul><li>Return to first caller, thank him for being on hold and complete the call. </li></ul></ul><ul><ul><li>Go back to the second caller. </li></ul></ul><ul><ul><li>Say, &quot;Thank you for holding, may I help you?&quot; </li></ul></ul>

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Taking Messages <ul><li>Be prepared with pen and message slip. </li></ul><ul><li>When taking messages be sure to ask for: </li></ul><ul><ul><li>Caller's name and the center </li></ul></ul><ul><ul><li>Caller's phone number (If not from the office) </li></ul></ul><ul><li>Repeat the message to the caller. </li></ul><ul><li>U se appropriate concluding etiquettes </li></ul><ul><li>Be sure to fill in the date, time, and your initials. </li></ul><ul><li>Place the message slip in the called party's table. </li></ul>

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Concluding a call <ul><li>Greet, Wrap-up, Outcome </li></ul><ul><li>Say Thank you </li></ul>

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Basic Good Manners, Telephone Tips <ul><li>Ring a reasonable length of time </li></ul><ul><li>When you dial a wrong number, apologize, promptly and hang-up. </li></ul><ul><li>When it is time to go home, after a long day, do not delay them. </li></ul>

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Basic Good Manners, Telephone Tips <ul><li>Make your call informative and short. </li></ul><ul><li>Dial carefully and in proper lighting </li></ul><ul><li>State your name. Don’t play the game of &quot;guess who this is”. </li></ul>

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Basic Good Manners, Telephone Tips <ul><li>Avoid unnecessary jargon and acronyms in your conversations. </li></ul><ul><li>Use the caller’s name in your conversation. </li></ul><ul><li>Speak clearly and are smiling as you answer </li></ul><ul><li>Before placing a caller on hold, ask their permission first and thank them </li></ul>

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Basic Good Manners, Telephone Tips <ul><li>Never interrupt the person while he/she is talking to you. </li></ul><ul><li>Do not answer the phone if you are eating or chewing gum. </li></ul><ul><li>Learn how to handle several callers simultaneously with ease and grace </li></ul><ul><li>get the best number and the best time to have a call returned </li></ul>

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Basic Good Manners, Telephone Tips <ul><li>Never eat, drink, or chew gum while you are on a call. </li></ul><ul><li>Thank the caller for calling. Ask them to call again. </li></ul><ul><li>If there is a problem, be concerned, empathetic, and apologetic. </li></ul><ul><li>Be enthusiastic and respectful. </li></ul>

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16 Words and Phrases That Keep The Caller Cool <ul><li>Hello! I'm sorry to keep you waiting. </li></ul><ul><li>Good morning! </li></ul><ul><li>Thank you for waiting. </li></ul><ul><li>Please. </li></ul><ul><li>It was nice talking with you. </li></ul><ul><li>Thank you. </li></ul><ul><li>Is there anything else I can do for you? </li></ul>

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16 Words and Phrases That Keep The Caller Cool <ul><li>I'm very sorry. </li></ul><ul><li>Thank you for calling. </li></ul><ul><li>Excuse me. </li></ul><ul><li>It's been a pleasure to serve you. </li></ul><ul><li>You're welcome. </li></ul><ul><li>I'd be happy to do that for you. </li></ul><ul><li>May I help you? </li></ul><ul><li>We appreciate your inquiry. </li></ul>

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Most Frequent Caller Complaints <ul><li>&quot;The telephone rings for a long time before it is answered.” </li></ul><ul><li>&quot;They place me on hold for sometimes, it seems, hours.” </li></ul><ul><li>&quot;The line is busy for hours it seems.” </li></ul><ul><li>&quot;They are very rude” </li></ul><ul><li>“ Sometimes they disconnect me while transferring my call.” </li></ul><ul><li>&quot;The person says, 'Wait', and then talks to other co-workers without putting me on hold so that I can't hear their small talk.&quot; </li></ul>

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Most Frequent Caller Complaints <ul><li>&quot;The person says, 'Wait', and then talks to other co-workers without putting me on hold so that I can't hear their small talk.“ </li></ul><ul><li>&quot;They answer with an aggravated voice, as if I disturbed them by calling.&quot; </li></ul>

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10 Tips for Keeping Fresh and Cool Under Pressure <ul><li>Take a walks on your break. </li></ul><ul><li>Post motivational quotes on your phone or around your workstation. </li></ul><ul><li>Get more sleep at night. </li></ul><ul><li>Take breaks with positive coworkers. </li></ul><ul><li>Share your feelings about work with friends and family members. </li></ul>

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10 Tips for Keeping Fresh and Cool Under Pressure <ul><li>. </li></ul><ul><li>Eat a healthy lunch. </li></ul><ul><li>Listen to motivational tapes on your way to work. </li></ul><ul><li>Make time for your hobbies. </li></ul><ul><li>Keep a funny picture near your phone so you remember to smile. </li></ul><ul><li>Allow yourself one five minute phone call to a friend. </li></ul>