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Telephone etiquette & manners – including emerging trends

  2.  Introduction  Etiquette  Manners  Social v/s business etiquette  Telephone etiquette  Tips for telephone etiquette  Do’s and don’ts  Emerging trends  Conclusion  References
  3. Phone is an important instrument in daily business.  Part of doing business means doing business over the phone.  Etiquette is an essential element of every aspect of business communication.
  4.  Etiquette is a code of behavior that delineates expectations for social behavior according to contemporary conventional norms within a society, social class or group.  The customary code of polite behavior in society or among members of a particular profession or group.
  5.  The socially correct way of acting; etiquette.  The prevailing customs, social conduct, and norms of a specific society, period, or group, especially as the subject of a literary work.
  6.  SOCIAL ETIQUETTE : Social etiquette is important for an individual as it teaches him how to behave in the society.  BUSINESS ETIQUETTE : Business Etiquette includes ways to conduct a certain business. Don’t ever cheat customers. It is simply unethical.
  7.  Telephone Etiquette just means etiquette on the telephone.  TELEPHONE ETIQUETTE- It is essential to learn how one should interact with the other person over the phone. Telephone etiquette refers to the way an individual should speak on the phone. Never put the other person on long holds. Make sure you greet the other person. Take care of your pitch and tone.
  8. 1. Mobile phones  Portable and handy  Pay-as-you-use  Stay connected always  Advanced technologies and facilities  Usually single ownership  Radiation  Range limitations of service providers.
  9. 2. Land phones  Not portable  Rent based  Need not always be used by single person  No hazards
  10. 1. Before the call  Know the name of the person you want to reach and how to pronounce it.  Organize what you want to say before dialing.  Choose the right time to call  Check the number  Avoid interruptions
  11. 2. During the call  Greet, Introduce your self  Use simple language  Ask the caller if it is convenient to talk.  Be courteous and put a smile in your voice  Take notes and check them  Ask questions  Obtain feed back  End the call politely
  12. 3. After the call  Make notes  Take notes
  13.  Answer the call promptly  Identify yourself immediately  Be polite and listen carefully  Focus on the caller by giving the person your complete attention.  Speak clearly and respond appropriately  Maintain a positive attitude  Take accurate messages  Transfer calls efficiently  Screen calls politely  End calls politely
  14.  Ask permission before placing a caller on hold  Offer to call back if unwilling to wait  Return to the line periodically.  Ask callers if they want to continue holding.  Indicate how long the delay could be.  Offer to call the person back if the wait will be long.  Never leave a caller on hold for longer than one minute  Be courteous and professional.  Apologize for having the caller wait when placed on hold.
  15.  Transfer calls only if you are unable to help the caller.  Correct transfer of a call requires the one who answers the telephone to get adequate information for correct referral.  Ask permission to transfer calls.  Be sure you are transferring the caller to the proper person or department.  If the caller complains about being transferred, suggest having the call returned instead.  Give the new party any helpful information before completing the transfer  Never transfer a caller more than two times.
  16.  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.
  17.  Smile  Speak Clearly and Concisely.  Be Enthusiastic.  Lower the Pitch of your Voice.  Talk in a Positive Mood.  Listen/Discuss
  18.  Frown  Mutter  Sound Tired  Speak in a Shrill Voice  Speak Negatively  Ramble
  19. 4G 4G is the fourth generation of mobile phone mobile communication technology standards. It is a successor to the third generation(3G) standards.  A 4G system provides mobile ultra-broadband Internet access, for example to laptops with USB wireless modems, to smart phones, and to other mobile devices
  20. Wi-Fi is the Way to Go  Mobile devices that offer Wi-Fi capabilities are all the rage now, and reports have shown that 61% of American homes now have a Wi-Fi network.  It is predicted that 800 million households worldwide will have Wi-Fi access by 2016.  Tablet and Smartphone users are consuming more data on-the-go than ever before, and Wi-Fi appears to be a viable opponent to carrier networks.
  21. Rise of Texting (Sort of)  Traditional texting, the kind where you use your mobile carrier’s network, has, according to one report, actually seen a small dip in the third quarter of this past year.  This may be because Smartphone owners are using social networks and switching to internet-based messaging apps, like Vonage Mobile, to avoid their carrier’s charges for texts sent or received.
  22.  Telephone is necessary for a business organization.  Effective use of telephone can be made only by following the telephone etiquette.  One must be polite , service-minded and informative on telephone.
  23.  Business Communication by K K Sinha  Business communication today by Courtland L Bovee ,John V Thill ,Abha Chatterjee.  