This presentation is about proper telephoning etiquette we must use to come across as a successful professional.

1. Telephone
Etiquettes

2. by:
Sarwan Singh
Corporate Training │ Personality Development │ Mentoring │ Hand Holding

3. Telephone Etiquette
The telephone is the
most important tool used
in our business activities.
It is our link to the
outside world. That is
why it is critical for us
to understand why
professionalism matters
the most on the phone.

4. Poor
Telephone Behavior
Not returning calls,
Eating while on the phone,
Slamming the phone down,
Long hold times,
Telephone Etiquette

5. Poor
Telephone Behavior
Loud talking,
Discourteous tone,
Leaving the cell phone on,
Telephone Etiquette

6. Don't make personal
phone calls in the
office environment.
Make your personal
calls outside the office
during breaks.
Telephone Etiquette

7. Speak directly into the mouthpiece.
If this is a problem use a headset,
Do not eat while talking on the telephone
If someone walks into your office while you’re
on the telephone, ask the caller if you may put
him/her on hold briefly.
Telephone Etiquette

8. Don’t lay the receiver on the
desk, without placing the
caller on hold,
(the caller will hear everything
being discussed in your
office)
Return to caller and complete
the call as soon as possible.
Telephone Etiquette

9. ANSWERING THE
TELEPHONE/GREETING
Identify yourself and your organization:
“ Excellent Telecommunications, Rita Shah,”
OR “Mahesh Prakash, may I help you?”
Answer your own telephone within 2-3 rings.
Use a greeting that gives the caller the
impression that you are professional and pleasant.

10. Placing Callers On Hold
Remember to ask your caller “Do you mind holding?”
or “May I put you on hold?” before doing so.
If you ask your caller to hold, be sure to listen to the
response.
After placing your caller on hold, check back periodically
(between 30-45 seconds).
Give them the option to continue to hold if it takes
longer to find information OR offer to call them back.

11. Placing Callers On Hold
When returning to your caller,
remember to thank them for waiting.
If your caller cannot hold, offer to take a
message; transfer to another party;
or arrange for them to return the call at a
specific time.

12. Taking Phone Messages
If possible, use telephone message form to record accurate
and complete information.
A good phone message includes:
» Caller’s name (get the correct spelling),
company or dept. and number
» Date and time
» Message
Action to be taken
(i.e., “Please Call,” “Will call back,” or “URGENT”)
Deliver the message as soon as possible
Maintain confidentiality with all messages.

13. Returning Phone Calls
When calling someone, establish specific
call- back times. Ask, “When is the best time
for me to call again?” or “When is the best
time for them to call me back?”
When taking calls for another individual,
schedule return calls during specific blocks
of time (i.e., “I expect him to return by 2:00
p.m. You can reach him between 2 and 5”).

14. Whenever you make a telephone call for yourself
be sure you have the right number before calling.
 Keep a “frequently called numbers” list within your reach
 Get ready. Visualize your caller as friendly, positive person
 Plan what you want to achieve by jotting them down.
 Write the information you need to obtain during the call.
 Anticipate questions or objections you may encounter to
avoid making additional calls. Take notes during the call
 Spell out any follow-up action to the caller
(such as when you plan to get back to him)
Placing Outbound Calls

15. Many times people find it difficult to end a
telephone conversation.
There are some specific things that you can say to close
you conversation professionally:
Talk in the past tense and use “closing” phrases
(i.e., “I’m really glad you called”
or “I’m glad we resolved this concern”).
State the action you will take. Spell out follow-up action,
including time frames/deadlines.
Thank them for calling and say “Good-bye” not “bye-bye,”
“Alright,” or any other slang phrase
Closing The Conversation

16. Sorry. I didn’t
hear what you said.
I am on my mobile &
the line is not very good.
Could you repeat
the price, please.
It’s very bad line.
Can I call you back .
I can hardly hear you.
Can you speak up please?
Sorry. I am not able to understand
you. Can you call me on……………
I cannot understand you. Can
you speak more slowly please.
I think the signal is going
down. I’ll call you back.
Telephoning Skills
Avoiding Misunderstanding

17. Proper Telephone Language
Don’t Say Say
You have to… Will you please?
You need to… Would you please?
Why didn’t you?
Would you please?
Your problem or
Your complaint
Your question,
Your concern, or this situation.
I can’t do that/
It’s not my job.
Tell the caller what you can do

18. Proper Telephone Language
Don’t Say Say
Hang on… May I put you on hold?
Hold on… May I put you on hold?
Who is calling?
May I say who is calling?
I can’t hear you
Can you please speak up? I am
having difficulty to listen to you.
I can’t help you.
I need to transfer your call to
.. so that they can answer your
question. May I do so?

19. Telephone etiquette can
be given in just one word:
COURTESY!
Unfortunately, courtesy is not something
people use routinely in the business world.
If the caller is a potential customer and you are
courteous to him, you will gain a new customer.
If he is an existing customer, you’ll keep him for
life!
Proper Telephone Etiquette

20. Telephone
Etiquettes

21. by:
Sarwan Singh
(The English Academy)
englishacademybaroda@gmail.com
http://www.facebook.com/TheEnglishAcademyBaroda
@sarwan_singh
(91)88666 80407, (91)97279 19756
http://www.linkedin.com/pub/sarwan-singh/17/722/313
http://sarwansingh6644.blogspot.in
305-Helix Complex
Nr. Hotel Kansar, Sayajigunj, Vadodara-390 005, Gujarat (India)
http://writebetter-speakbetter-english.blogspot.in
sarwansingh6644@gmail.com
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