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Telephone
Etiquettes
by:
Sarwan Singh
Corporate Training │ Personality Development │ Mentoring │ Hand Holding
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.
Poor
Telephone Behavior
Not returning calls,
Eating while on the phone,
Slamming the phone down,
Long hold times,
Telephone Etiquette
Poor
Telephone Behavior
Loud talking,
Discourteous tone,
Leaving the cell phone on,
Telephone Etiquette
Don't make personal
phone calls in the
office environment.
Make your personal
calls outside the office
during breaks.
Telephone Etiquette
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
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
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.
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.
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.
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.
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”).
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
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
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
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
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?
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
Telephone
Etiquettes
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
Find us at
(05) Conclusion.pptx

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Office etiquette telephoning

  • 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
  • 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 Find us at (05) Conclusion.pptx