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Telephone etiquette

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Telephonic manners ppt
Telephonic manners ppt
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Telephone etiquette

  1. 1. Designed and Developed By Poulome Nath
  2. 2. Presenting a professional image, both in person and on the telephone, is very critical in the Hospitality Industry. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential.
  3. 3. Telephone etiquette means : Being respectful to the person you are talking with, Showing consideration for the other person's limitations, Allowing that person time to speak, Communicating clearly and much, much more.
  4. 4. During a phone call, the following aspects cannot be seen by the person , at the other end of the line: Facial Expressions Gestures Eye Contact Reaction to the conversation
  5. 5. Your voice must create a pleasant visual impression over the telephone. Smile while talking Choose your words carefully Intonate your message Control your pitch and rate of speech
  6. 6. While on the call, do not talk with your colleague beside you. Do not chew gum and talk Do not divert your attention here and there NEVER SHOUT at your customer Do not frown and talk Do not use an intimidating tone Never let the customer feel that you are mocking him/her
  7. 7. Follow these 5 Ps while on the phone:  Polite Use a soft tone  Prepared Have all the relevant details (names, numbers, dates, etc)  to the Point Don’t beat around the bush  Perceptive Don’t waste people’s time by talking on irrelevant topics  cooPerative Provide the information needed, if you can’t help, find someone who can, or tell the caller you will call back with the information.
  8. 8. Check the number carefully & then dial it correctly Allow it to ring long enough to give the called person time to get to the phone Don’t ask them to wait the moment that they answer Identify yourself immediately. Don’t make them guess who is calling Ask them if it’s convenient to talk now. Are you interrupting anything?
  9. 9. Talk loud enough directly into the phone to be heard - without shouting If you have dialled a wrong number, apologise. Don’t just hang up You are talking to a person now, not a machine. So speak accordingly Observe courtesies like “Hello, Please, Thank you and Good bye”
  10. 10. Be an attentive listener (don’t do other jobs at the same time) Don’t interrupt while the other person is speaking. If they have to be put on hold, ask if you can call them back rather than keep them waiting indefinitely on the line If they would like to wait on the line get back to them every 30 seconds to update them and give them another opportunity to be called back
  11. 11. Answer your phone promptly Greet the caller pleasantly. Take messages for others clearly and politely. If it is necessary to transfer the call, first TELL the caller that you are transferring the call and THEN do it Let the caller be the one to end the call first Remember to farewell the caller with, “Good bye” or something similar. Hang up the phone gently
  12. 12. Answer your phone promptly Greet the caller pleasantly. Take messages for others clearly and politely. If it is necessary to transfer the call, first TELL the caller that you are transferring the call and THEN do it Let the caller be the one to end the call first Remember to farewell the caller with, “Good bye” or something similar. Hang up the phone gently
  13. 13. Your Outgoing Message: Keep your outgoing message on your device short yet polite There should be no background music or other noise recorded Look at it from the caller’s perspective: What would they need to know if you are not available to talk to them? When would you be back? Who else could help them? Check for messages immediately on your return Return the call the same day; immediately if possible
  14. 14. Leaving Voice Mail Replies Don’t ask to be called back if you are merely conveying a simple message that does not require discussion Leave your FULL name and a short message clearly If you need to leave your number, do so slowly and clearly. Repeat it once
  15. 15. Do greet the caller politely or use your company standard greeting Do wait for a pause in the conversation to tell them you are going to put them on hold Explain the reason for putting them on hold Tell them you will return to their call in a minute
  16. 16. Apologize for the inconvenience or thank the caller for holding when you return to the caller Take the person's phone number and call them back if you will be more than 60 seconds away from the phone or you need to put them on hold again Do use the caller's name frequently to add a personal connection to the caller
  17. 17. Don't interrupt the call to put them on hold Don't leave them on hold for more than a minute Don't put them on hold multiple times in one call Don’t make them call you back; you call them back Don't be rude no matter how mad a customer may be
  18. 18. Use the Mute button, to cough or sneeze, or to sip water. It should be for a sec or 2 Don’t press the mute button, when the customer is abusing you. There is static when you press the mute button, hence the customer will always know!
  19. 19. If you’re friendly, courteous and helpful, answering the phone should not present you with too many problems. Go ahead and answer those calls and increase your business!
  20. 20. For training, contact: poulome.nath@englishseekho.info

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