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TELEPHONE ETIQUETTE
Telephone Etiquette
 Every time we make or receive a telephone call at work, we
are representing our self, our department and brand-to both
external and internal customers.
 The impression you create will be a lasting one.
 Our voice and mannerism reflect that we are alert and at
your best.
Golden Rules of Telephone
Etiquettes
The golden rules for good telephone Etiquettes are:
 Always answer with a greeting (example: good morning /
good afternoon / good evening).
 Always identify your company and yourself.
 Keep a courteous and audible tone.
 Listen to the guest carefully and note down the points, if
needed.
 Don’t interrupt the guest or break his conversation.
 The way you will answer all calls will therefore follow
the pattern:
“Good morning Sir / Madam, Thank you for calling
Grand hotel. This is Manoj speaking, How may I help you
sir/madam”.
Answering Calls
 Answer your calls within three rings.
 Always identify yourself when you answer the phone:
"This is ______."
 Speak in a pleasant tone of voice - the caller will
appreciate it.
 Learn to listen actively and listen to others without
interrupting.
 Use the hold button when leaving a line so that the
caller does not accidentally overhear conversations
being held nearby.
 If the caller has reached a wrong number, be
courteous. If possible, take the time to find out
where they should be calling/to whom they
should be speaking to.
Putting the caller on hold properly
 When putting a caller on hold, always ask permission. If
they ask why, provide them with the answer.
 Examples:
"Would you mind holding while I get your file?“
"Can you hold briefly while I see if Mr. Jones is
available?“
 When taking a caller off of hold, always thank them for
holding.
Extended absences
 Better known as “Dead air”.
 Don’t leave the caller on
hold for a long time.
 Ask him if he/she would
like to know any other
detail while you process the
earlier request.
 Keep a continuous
conversation so as to make
the caller feel comfortable.
Ending Conversation
 There are several ways that we can end a long
phone call without making up a story or sounding
rude.
 Before hanging up, be sure that we have answered
all the caller's questions.
 Let the caller hang up first. This shows the caller
that you weren't in a hurry to get off the phone
with them. Leave the conversation open.
 Always end with a pleasantry: "Have a nice day" or
"It was nice speaking with you."
Five Phases of a Call
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Opening
the
Call (Greeting
&
Introduction)
Building
Rapport &
Identifying
Customer
Need
(Question)
Collecting/
Verifying
of
Information
Provide
Customer
Solutions,
Alternatives
or
Informatio
n
Get
Customer
Buy-in;
Establish
Next Steps;
Close the call
(Summarize)
Watch Your Language
Don't use words and phrases such as:
 "Huh?
 "Yeah.
 "I don't know where he is.
 "She's at lunch. Call back later.
 "He's not here.
 "I don't know where he is or when he'll be back."
Words You Use
 "I'm sorry.“
 "Thank you.“
 "Please.“
 "May I take a message?“
 "Would you like to leave your number?“
 "May I put you on hold?“
 "I'm sorry to keep you waiting."
THANK YOU

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Telephone Etiquette Tips

  • 2. Telephone Etiquette  Every time we make or receive a telephone call at work, we are representing our self, our department and brand-to both external and internal customers.  The impression you create will be a lasting one.  Our voice and mannerism reflect that we are alert and at your best.
  • 3. Golden Rules of Telephone Etiquettes The golden rules for good telephone Etiquettes are:  Always answer with a greeting (example: good morning / good afternoon / good evening).  Always identify your company and yourself.  Keep a courteous and audible tone.  Listen to the guest carefully and note down the points, if needed.  Don’t interrupt the guest or break his conversation.  The way you will answer all calls will therefore follow the pattern: “Good morning Sir / Madam, Thank you for calling Grand hotel. This is Manoj speaking, How may I help you sir/madam”.
  • 4. Answering Calls  Answer your calls within three rings.  Always identify yourself when you answer the phone: "This is ______."  Speak in a pleasant tone of voice - the caller will appreciate it.  Learn to listen actively and listen to others without interrupting.  Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby.  If the caller has reached a wrong number, be courteous. If possible, take the time to find out where they should be calling/to whom they should be speaking to.
  • 5. Putting the caller on hold properly  When putting a caller on hold, always ask permission. If they ask why, provide them with the answer.  Examples: "Would you mind holding while I get your file?“ "Can you hold briefly while I see if Mr. Jones is available?“  When taking a caller off of hold, always thank them for holding.
  • 6. Extended absences  Better known as “Dead air”.  Don’t leave the caller on hold for a long time.  Ask him if he/she would like to know any other detail while you process the earlier request.  Keep a continuous conversation so as to make the caller feel comfortable.
  • 7. Ending Conversation  There are several ways that we can end a long phone call without making up a story or sounding rude.  Before hanging up, be sure that we have answered all the caller's questions.  Let the caller hang up first. This shows the caller that you weren't in a hurry to get off the phone with them. Leave the conversation open.  Always end with a pleasantry: "Have a nice day" or "It was nice speaking with you."
  • 8. Five Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Opening the Call (Greeting & Introduction) Building Rapport & Identifying Customer Need (Question) Collecting/ Verifying of Information Provide Customer Solutions, Alternatives or Informatio n Get Customer Buy-in; Establish Next Steps; Close the call (Summarize)
  • 9. Watch Your Language Don't use words and phrases such as:  "Huh?  "Yeah.  "I don't know where he is.  "She's at lunch. Call back later.  "He's not here.  "I don't know where he is or when he'll be back."
  • 10. Words You Use  "I'm sorry.“  "Thank you.“  "Please.“  "May I take a message?“  "Would you like to leave your number?“  "May I put you on hold?“  "I'm sorry to keep you waiting."