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Telephone Etiquette
How to Use the
Telephone Effectively
After this training, you will be able to
gain an understanding of the:
• Basic skills for using a telephone
and conducting...
After this training, you will be able to
gain an understanding of the:
• Basic skills for using a telephone
and conducting...
NextBack
Activity 1
- Listen -
- Think -
- Analyze -
- Discuss -
Activity 1
Basic Skills
Professional
Skills
Dos and
Don’t...
NextBack
Basic Skills
Select a button
to switch
topics.
Why do you Need Phone Calls?
• To create first impressions: In mos...
NextBack
Basic Skills
Select a button
to switch
topics.
Making Calls
• Do not chew food or gum during or before phone call...
NextBack
Basic Skills
Select a button
to switch
topics.
Answering Calls
• Take a deep breath and clear your throat before ...
NextBack
Basic Skills
Select a button
to switch
topics.
Smile
• Always smile when you speak. A smile changes your voice
in...
NextBack
Basic Skills
Select a button
to switch
topics.
Greeting
• When answering phones, pick up the phone before the
thi...
NextBack
Basic Skills
Select a button
to switch
topics.
Verbal Handshake
• Makes calls personal and irate callers more agr...
NextBack
Basic Skills
Select a button
to switch
topics.
Focus!
• You should be completely focused on your caller.
• When o...
NextBack
Basic Skills
Select a button
to switch
topics.
Taking Messages
• When taking a message for someone else, always n...
NextBack
Basic Skills
Select a button
to switch
topics.
Closing the Call
• Before closing, always make sure of the followi...
NextBack
Professional Skills
Select a button
to switch
topics.
Need for Professional Skills
• Each call has a purpose that...
NextBack
Professional Skills
Select a button
to switch
topics.
Listening
• Callers are not always sure what they want.
• L...
NextBack
Professional Skills
Select a button
to switch
topics.
Passive Listening
• Passive listening: Allowing the caller ...
NextBack
Professional Skills
Select a button
to switch
topics.
Active Listening
• Active listening: This involves the foll...
NextBack
Professional Skills
Select a button
to switch
topics.
Gathering Information
• Gathering pertinent information is ...
NextBack
Professional Skills
Select a button
to switch
topics.
Communicating Effectively
• You are communicating effective...
NextBack
Professional Skills
Select a button
to switch
topics.
Communication Checklist
 Check your communication: Are you...
NextBack
Professional Skills
Select a button
to switch
topics.
Using Correct Phrases
• Examples of good phrases:
“Hello, I...
NextBack
Professional Skills
Select a button
to switch
topics.
Using Correct Phrases
• Examples of “forbidden” phrases:
“I...
NextBack
Professional Skills
Select a button
to switch
topics.
“I Don’t Know…”
• What should be the correct alternative?
“...
NextBack
Professional Skills
Select a button
to switch
topics.
“You Have To…”
• What should be the correct alternative?
• ...
NextBack
Professional Skills
Select a button
to switch
topics.
“Just a Second…”
• What should be the correct alternative?
...
NextBack
Professional Skills
Select a button
to switch
topics.
“No…”
• What should be the correct alternative?
• Nobody li...
NextBack
Professional Skills
Select a button
to switch
topics.
“Hold On…”
• What should be the correct alternative?
• If y...
NextBack
Professional Skills
Select a button
to switch
topics.
“Who is This?”
• What should be the correct alternative?
“M...
NextBack
Professional Skills
Select a button
to switch
topics.
“I / We Can’t Do That”
• What should be the correct alterna...
NextBack
Professional Skills
Select a button
to switch
topics.
“I Can Take a Message”
• What should be the correct alterna...
NextBack
Professional Skills
Select a button
to switch
topics.
“So and So is Responsible For That!”
• What should be the c...
NextBack
Professional Skills
Select a button
to switch
topics.
“No One Here Would Have Promised You That…”
• What should b...
NextBack
Professional Skills
Select a button
to switch
topics.
Correcting Mistakes
• Make things right: Correct the mistak...
NextBack
Professional Skills
Select a button
to switch
topics.
Handing Rude Callers
It is not what you say that is importa...
NextBack
Dos and Don’ts
Select a button
to switch
topics.
A list of Dos and Don’t have been provided to you as a
handout.
...
NextBack
Activity 2
Select a button
to switch
topics.
- Listen -
- Think -
- Analyze -
This is a graded, written assessmen...
NextBack
Discussion
Select a button
to switch
topics.
Questions?
Activity 1
Basic Skills
Professional
Skills
Dos and
Don’t...
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Telephone Etiquette

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This is an interactive module on using the telephone effectively in a professional environment.

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Telephone Etiquette

  1. 1. Telephone Etiquette How to Use the Telephone Effectively
  2. 2. After this training, you will be able to gain an understanding of the: • Basic skills for using a telephone and conducting a conversation. • Professional telephone skills for dealing and negotiating with callers. • Vocabulary to be used in successful telephone conversations. Objectives
  3. 3. After this training, you will be able to gain an understanding of the: • Basic skills for using a telephone and conducting a conversation. • Professional telephone skills for dealing and negotiating with callers. • Vocabulary to be used in successful telephone conversations. Topics Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion Select a topic to begin the training. Objectives
  4. 4. NextBack Activity 1 - Listen - - Think - - Analyze - - Discuss - Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion Select a button to switch topics. 1/1
  5. 5. NextBack Basic Skills Select a button to switch topics. Why do you Need Phone Calls? • To create first impressions: In most cases, initial contact will be through phone. • Proper engagement with callers will make them comfortable and more agreeable towards your proposals. • When you expect to exchange ideas or questions. • When a client has expressed he or she prefers the telephone to e-mail or other forms of communication. • For human contact—Personal touch! 1/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  6. 6. NextBack Basic Skills Select a button to switch topics. Making Calls • Do not chew food or gum during or before phone calls. • Schedule your calls. Make a list of callers and their details. • Ensure you have a pad and pen to make notes. • Dial carefully. • Let the phone ring a few times before you hang up. • Use a warm and appropriate greeting. • Always follow up with a brief introduction of the purpose of the call. 2/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  7. 7. NextBack Basic Skills Select a button to switch topics. Answering Calls • Take a deep breath and clear your throat before answering. • Answer the phone before the third ring. • Offer an appropriate greeting. • Stop any other conversations or tasks as you answer the call. • If the caller has reached the wrong person, be courteous and transfer the call. Alternatively, provide the caller with the correct number. 3/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  8. 8. NextBack Basic Skills Select a button to switch topics. Smile • Always smile when you speak. A smile changes your voice inflection and makes you seem more • Say aloud the following words—once with a smile and once without. Hi, good morning! My name is <your name>. • Notice the inflection when you say this with a smile. • This friendly inflection in conveyed to the person on the line. Confident Courteous Sincere Friendly Helpful Polite Pleasant Responsive Warm 4/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  9. 9. NextBack Basic Skills Select a button to switch topics. Greeting • When answering phones, pick up the phone before the third ring. • Speak • Clearly • Distinctly • In a soft, confident tone • With a smile • Don’t mumble or race through the greeting. The caller may think you do not have the time to speak with him or her. 5/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  10. 10. NextBack Basic Skills Select a button to switch topics. Verbal Handshake • Makes calls personal and irate callers more agreeable. • Ask for the caller’s name and introduce yourself. Good morning! May I know whom I am speaking to, please? Hello, Mr. Das. I’m Shekhar. How may I help you today? Rakesh Das. 6/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  11. 11. NextBack Basic Skills Select a button to switch topics. Focus! • You should be completely focused on your caller. • When on the phone, turn away from • Your computer and mobile devices • Other conversations • Activities such as eating, drinking, or chewing gum • Environments with a lot of noise or disturbance • If you are unable to stop other activities, politely inform your caller and request whether you can call back at a suitable time. Suggest a suitable time and get consent. 7/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  12. 12. NextBack Basic Skills Select a button to switch topics. Taking Messages • When taking a message for someone else, always note the following information: • The correct spelling of the caller’s name (phonetically, if required) • Designation and company • Date and time of call • Complete telephone number • Brief description or purpose of the call 8/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  13. 13. NextBack Basic Skills Select a button to switch topics. Closing the Call • Before closing, always make sure of the following: • Ensure the caller does not have any more queries. • Briefly summarize the important points discussed. • Conclude with a brief small talk or something pleasant. • Thank the caller for the time. • Let the caller hang up the phone first, so the caller does not feel you have cut the phone. If the caller does not hang up first, replace the receiver gently. 9/9 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  14. 14. NextBack Professional Skills Select a button to switch topics. Need for Professional Skills • Each call has a purpose that needs to be completed effectively using professional skills. These include the following: • Listening • Gathering information • Communicating effectively • Using the correct phrases • Correcting mistakes • Handling rude callers Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 1/21
  15. 15. NextBack Professional Skills Select a button to switch topics. Listening • Callers are not always sure what they want. • Listening helps you understand their needs. • Focus on the caller and listen—instead of planning what you are going to say next. • You can take charge of the conversation once you have understood what the caller needs. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 2/21
  16. 16. NextBack Professional Skills Select a button to switch topics. Passive Listening • Passive listening: Allowing the caller to speak without taking any action to ensure you have the right message. • You are not steering the conversation. • The caller may not provide you the right information. • You are wasting the caller’s and your own time. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 3/21
  17. 17. NextBack Professional Skills Select a button to switch topics. Active Listening • Active listening: This involves the following: • Indicating to the caller that you are listening by saying “Yes,” “I understand,” “okay,” and “right” • Encouraging the caller to say more about a particular point, thus steering the conversation by saying “Can you clarify further on that?” or “What colour? How many? When is that due?” • Repeating the information back to the caller so the caller can correct any mistakes in the caller’s communication or your understanding Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 4/21
  18. 18. NextBack Professional Skills Select a button to switch topics. Gathering Information • Gathering pertinent information is the purpose of most phone calls. • Listening is the most effective tool in this. • Be vigilant to clues in the caller’s conversation and tone of voice. Read between the lines! • Practice your questioning skills. • What questions are most likely to make the caller give you the required information? • Ensure your questions do not patronize or offend the caller. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 5/21
  19. 19. NextBack Professional Skills Select a button to switch topics. Communicating Effectively • You are communicating effectively only when your callers understand exactly what you meant and vice versa. • Listen closely to avoid misunderstandings. • Maintain a checklist for effective communication until you are adept at it. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 6/21
  20. 20. NextBack Professional Skills Select a button to switch topics. Communication Checklist  Check your communication: Are you speaking clearly? Is your voice reaching the microphone properly?  Keep caller attention: Is your caller distracted? Say “Sir,” “Ma’am,” or “Excuse me,” to regain attention. Don’t say something important if the caller’s attention is divided.  Use everyday language: Avoid jargon. Explain terms callers may not understand.  Repeat information: Repeat names or addresses to ensure you have received the information correctly.  Ask for feedback: It is all right to ask callers to repeat important information back to you to ensure they have received it.  Encourage questions: Ask callers to clarify any doubts they may have. “Before we hang up, do you have any queries about what we have discussed?” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 7/21
  21. 21. NextBack Professional Skills Select a button to switch topics. Using Correct Phrases • Examples of good phrases: “Hello, I’m very sorry to keep you waiting.” “Excuse me. Thank you for waiting.” “Please. It was nice talking to you.” “You’re welcome. Is there anything else I can do for you?” “May I help you? Thank you for calling.” “Good morning . It’s been a pleasure to serve you.” “Thank you. I’ll be happy to do that for you.” “We appreciate your business.” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 8/21
  22. 22. NextBack Professional Skills Select a button to switch topics. Using Correct Phrases • Examples of “forbidden” phrases: “I don’t know…” “I / We can’t do that…” “You have to…” “Just a second…” “No…” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 9/21
  23. 23. NextBack Professional Skills Select a button to switch topics. “I Don’t Know…” • What should be the correct alternative? “That’s a good question. Let me find that out for you.” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 10/21
  24. 24. NextBack Professional Skills Select a button to switch topics. “You Have To…” • What should be the correct alternative? • By saying this, you come across as a problem solver. You are offering the caller hope. • You are not putting the responsibility back on the caller to find the solution. “Here’s what we can do.” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 11/21
  25. 25. NextBack Professional Skills Select a button to switch topics. “Just a Second…” • What should be the correct alternative? • Always be honest about that time you will require to complete a task. • Inform the caller what task you are completing. “Give me a minute, Mr. Das. I’m looking up that information for you. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 12/21
  26. 26. NextBack Professional Skills Select a button to switch topics. “No…” • What should be the correct alternative? • Nobody likes hearing no. Try to state this positively. • Give alternatives or try to find solutions. “Can you do this instead…” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 13/21
  27. 27. NextBack Professional Skills Select a button to switch topics. “Hold On…” • What should be the correct alternative? • If you put callers on hold, always give them an update every fifteen-to-twenty seconds. “May I put you on hold?” or “Can you hold?” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 14/21
  28. 28. NextBack Professional Skills Select a button to switch topics. “Who is This?” • What should be the correct alternative? “May I know your name, please?” or “May I ask who is calling?” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 15/21
  29. 29. NextBack Professional Skills Select a button to switch topics. “I / We Can’t Do That” • What should be the correct alternative? “I believe we can offer <an alternative>. Will that work for you, Sir? Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 16/21
  30. 30. NextBack Professional Skills Select a button to switch topics. “I Can Take a Message” • What should be the correct alternative? “I’ll be happy to take a message and ensure it gets to Mr. Khan right away.” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 17/21
  31. 31. NextBack Professional Skills Select a button to switch topics. “So and So is Responsible For That!” • What should be the correct alternative? “I’m sorry you are having this problem. What can I do to help?” 18/21 Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion
  32. 32. NextBack Professional Skills Select a button to switch topics. “No One Here Would Have Promised You That…” • What should be the correct alternative? “If I understand correctly, you were promised…” Or “Let’s figure out how we can resolve this.” Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 19/21
  33. 33. NextBack Professional Skills Select a button to switch topics. Correcting Mistakes • Make things right: Correct the mistake immediately. • Apologize: This makes you appear human, not incompetent. • Let the matter rest: Don’t bring up the issue again and again. Apologizing once is enough. • Offer something extra: Ask if you can help in any other way, if you think an apology may not be enough. • Inform your colleagues: If the mistake is uncommon, let others know so they can learn from it as well. • Keep records: Keep records of the mistakes, their causes and the solutions, so you can avoid them in future. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 20/21
  34. 34. NextBack Professional Skills Select a button to switch topics. Handing Rude Callers It is not what you say that is important while addressing callers, but how you say it. • Stay calm: Remain polite and be diplomatic. Never get angry. • Show enthusiasm and sincerely: Show that you are willing to solve the caller’s problem in any way possible. • Show empathy: Consider the caller’s perspective. Their concerns are important. • Offer to connect to supervisor: If callers persist, offer to connect them to your supervisor. Sometimes, callers just want someone in a supervisory capacity to know of their problem. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 21/21
  35. 35. NextBack Dos and Don’ts Select a button to switch topics. A list of Dos and Don’t have been provided to you as a handout. You can use this as a job-aid or checklist until you are adept at conducting successful telephone conversations. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 1/1
  36. 36. NextBack Activity 2 Select a button to switch topics. - Listen - - Think - - Analyze - This is a graded, written assessment. Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 1/1
  37. 37. NextBack Discussion Select a button to switch topics. Questions? Activity 1 Basic Skills Professional Skills Dos and Don’ts Activity 2 Discussion 1/1

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