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WHY IS TELEPHONE ETIQUETTE
IMPORTANT?
 The objectives of the call is met
 Positive image is formed
 Shows professionalism
 Company’s reputation is enhance
Making Calls
 Always identify yourself properly
 Avoid leaving long winded messages
 Be sensitive to the tone of your voice.
 Think through exactly what you plan to say and
discuss before you place a call.
 Do not allow interruptions to occur during
conversations
 Speak clearly and slowly when leaving messages
CALL OPENING
Speak Clearly in a Cheerful & Happy Voice
Use a Normal Tone of voice
Do not eat or drink while you are answering a call.
Do not use slang words or poor Language.
Respond clearly with “yes” or “no” when speaking
Address the Caller Properly by his or her title.
. Listen to the Caller and what they have to say
During the call
 Be respectful
 Be genuinely polite in your tone.
Let the customer “hear”
politeness in your voice
 Be patient with your customers
and do not sound rude, annoyed
or abrupt
 Feel good when you speak with
the customer
continued
 Conversing with the customer
Say “Please” when appropriate
Say “May I” or “Could You” instead of “Can I”
 Remember to maintain enthusiasm and excitement in your
tone
 Say “Thank You” when you get back to the customer for
being on hold
 “Thank you for being on hold.”
Follow appropriate hold procedure
1. Seek Permission
2. Specify the Duration
3. Explain the Reason
4. Wait for the customer’s
response
5. Get back to the customer in the
committed time frame
HOLD PROCEDURE
Phone Message should always
include:
1 Caller’s 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)
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 – include area
code
CALL CLOSURE
1. Summarize what has
been discussed
2. Ask if you can provide
further assistance
3. End on a positive note
e.g. Have a nice
day, sir!
4. Have a pleasant tone
and be courteous
5. Don’t sound rushed
6. Pause at appropriate
places
● Could you ask her to call me back, please?
● Could you give him a message, please.
● What time do you expect her back?
● I’ll call again later today.
● Thanks very much for your help.
Speaking
● I’m afraid he’s in a meeting/not in the office/still at lunch/not
available just now. Is there anything I can do for you?
● Hold on a moment, please.
● I’ll just find out if she’s back yet/in the other office/available.
● I’ll put you through to Miss…
● I’ll ask … to call you back as soon as she is free.
● What’s your extension number/fax number?
Thank You....

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How to Excel at Telephone Etiquette

  • 1.
  • 2. WHY IS TELEPHONE ETIQUETTE IMPORTANT?  The objectives of the call is met  Positive image is formed  Shows professionalism  Company’s reputation is enhance
  • 3. Making Calls  Always identify yourself properly  Avoid leaving long winded messages  Be sensitive to the tone of your voice.  Think through exactly what you plan to say and discuss before you place a call.  Do not allow interruptions to occur during conversations  Speak clearly and slowly when leaving messages
  • 4. CALL OPENING Speak Clearly in a Cheerful & Happy Voice Use a Normal Tone of voice Do not eat or drink while you are answering a call. Do not use slang words or poor Language. Respond clearly with “yes” or “no” when speaking Address the Caller Properly by his or her title. . Listen to the Caller and what they have to say
  • 5. During the call  Be respectful  Be genuinely polite in your tone. Let the customer “hear” politeness in your voice  Be patient with your customers and do not sound rude, annoyed or abrupt  Feel good when you speak with the customer
  • 6. continued  Conversing with the customer Say “Please” when appropriate Say “May I” or “Could You” instead of “Can I”  Remember to maintain enthusiasm and excitement in your tone  Say “Thank You” when you get back to the customer for being on hold  “Thank you for being on hold.”
  • 7. Follow appropriate hold procedure 1. Seek Permission 2. Specify the Duration 3. Explain the Reason 4. Wait for the customer’s response 5. Get back to the customer in the committed time frame HOLD PROCEDURE
  • 8. Phone Message should always include: 1 Caller’s 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)
  • 9. 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 – include area code
  • 10. CALL CLOSURE 1. Summarize what has been discussed 2. Ask if you can provide further assistance 3. End on a positive note e.g. Have a nice day, sir! 4. Have a pleasant tone and be courteous 5. Don’t sound rushed 6. Pause at appropriate places
  • 11. ● Could you ask her to call me back, please? ● Could you give him a message, please. ● What time do you expect her back? ● I’ll call again later today. ● Thanks very much for your help.
  • 12. Speaking ● I’m afraid he’s in a meeting/not in the office/still at lunch/not available just now. Is there anything I can do for you? ● Hold on a moment, please. ● I’ll just find out if she’s back yet/in the other office/available. ● I’ll put you through to Miss… ● I’ll ask … to call you back as soon as she is free. ● What’s your extension number/fax number?