AI Virtual Influencers: The Future of Influencer Marketing
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Telephone etiquette
1.
2. WHY IS TELEPHONE ETIQUETTE
IMPORTANT?
ï The objectives of the call is met
ï Positive image is formed
ï Shows professionalism
ï Companyâs reputation is enhance
3. PRE CALL PREPARATION
âą Before the call
ï Think through exactly what you plan to say and
discuss before you place a call.
ï Smile
ï Have a positive attitude
ï Organize your desk that you have the following
handy namely a pen, a paper pad, a glass of
water.
4. CALL OPENING
ï Speak clearly
ï The first impression a customer gets of your
company, is the first 15 seconds of your
conversation with the customer.
ï Your voice is your communication tool, hence
keep it honed & polished at all times
ï Voice will always convey your body language
ï A good voice is clear, articulate, courteous &
charming
5. CALL OPENING
1. Warm and professional greeting
2. Identify yourself
3. Be enthusiastic
How should you sound when you open your call?
6. During the call
ï Be respectful
ï Be genuinely polite in your tone. Let the
customer âhearâ politeness in your voice
ï Be patient with your customers and do not sound
rude, annoyed or abrupt
ï Feel good when you speak with the customer
7. continued
ï Conversing with the customer
Say âPleaseâ when appropriate
Say âMay Iâ or âCould Youâ instead of âCan Iâ
ï Remember to maintain enthusiasm and excitement in your
tone
ï Say âThank Youâ when you get back to the customer for
being on hold
ï âThank you for being on hold.â
ï The customer spells out his name
ï The customer compliments you
8. Follow appropriate hold procedure
1.Seek Permission
2.Specify the Duration
3.Explain the Reason
4.Wait for the customerâs response
5.Get back to the customer in the committed time
frame
HOLD PROCEDURE
9. Phone Message should always include:
1 Callerâs name and company name (if applicable)
2 Time and Date of call
3 What the call is regarding (if possible)
4 If a follow up or return call is needed
5 Phone number (office or home)
10. Phone Message should always include:
1 Your name and company name
2 Time and Date of call
3 What the call is regarding (brief)
4 If a follow up or return call is needed
5 Phone number (office or home) speak SLOWLY
even repeat the phone number â include area
code
11. CALL CLOSURE
1. Summarize what has been discussed
2. Ask if you can provide further assistance
3. End on a positive note
4. e.g. Have a nice day, sir!
5. While, closing the call:
6. Have a pleasant tone and be courteous
7. Donât sound rushed
8. Pause at appropriate places
12. â Could you ask her to call me back, please?
â Could you give him a message, please.
â What time do you expect her back?
â Iâll call again later today.
â Thanks very much for your help.
13. Speaking
â Iâm afraid heâs in a meeting/not in the office/still at lunch/not
available just now. Is there anything I can do for you?
â Hold on a moment, please.
â Iâll just find out if sheâs back yet/in the other office/available.
â Iâll put you through to MissâŠ
â Iâll ask ⊠to call you back as soon as she is free.
â Whatâs your extension number/fax number?