1. TELEPHONE ETIQUETTE
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2. BASIC RULES
 ANSWER THE CALL QUICKLY & NOT MORE THAN 3 BELLS RING
WHILE SPEECH
 Speak Clearly & Slowly ( 125 Words Per Min )
 Use Of Simple Words
WHILE LISTENING
 Listen & Clarify If Unsure
 Repeat Relevant Information To Show Good Understanding
 Focus And Avoid Unrelated Action To The Call

3. 8 GUIDE FOR EFFECTIVE LISTENING
1. Attentive And Show Interest
2. Listen To The Speaker’s Understanding
3. Hear The Speaker With No Interuption
4. Judge The Content Silently ( Eg:to Know Which Category Issue )
5. No Quick Assumptions
6. Avoid Being Prejudice
7. Resist Distractions
8. Repeat Relevant Information ( To Test Own Understanding )

4. DO’S AND DON’TS
DO’S
 HAVE A WRITING PAD OR USE COMPUTER PADS
 GREET CALLER
 IDENTIFY THE ORGANIZATION DEPT ETC
 BE CHEERFUL ( SMILE IN VOICE & MODULATE TONE )
 USE SUITABLE WORDS
(EG: “HOW MAY I HELP YOU?” & NOT WHAT DO YOU WANT?
 SHOW RESPECT TO ADDRESS CALLER ( SIR/MADAM OR STATUS DATO/Y.B )
 HELPFUL TO PROVIDE EXTRA INFORMATION OR ALTERNATIVE LINE
 REMEMBER TO HANG UP POLITELY TOO
 SAYING SORRY FOR WRONG DOING IS NEVER WRONG

5. DO’S AND DON’TS
 DON’TS
 LEAVE PHONE UNANSWERED MORE THAN 1 MIN
 CUTLINE OFF (ABANDON CALLER WITHOUT CLOSING CALL)
 INTERRUPTING CALLER
 EAT, DRINK, CHEW OR MUNCH
 CURSE, SWEAR OR YAWN
 SHOUT OR SPEAK LOUDLY
 RUSH THE CALLER
 BREATHE HEAVILY OVER MOUTHPIECE
 TRY TO OUTSMART CALLER NOT ENCOURAGED

6. DO’S AND DON’TS
 LOSE TEMPER OR PATIENCE
 ARGUMENTS
 DISCUSS PERSONAL OR DEPARTMENT/COMPANY POLICIES
 CONDEMN / COMPARE WITH COMPETITORS
 FALSE & INACCURATE INFORMATION
 MAKE PROMISES WITHOUT PRIOR CHECK
 NOT TREATING ALL CALL EQUAL IMPORTANCE (BREAK HOUR CALLS)

7. ACTIVITY 1
 You’re a telephone staff in a major airline company, you encounter customer
problems & concerns daily. Most customers have a clear state of their wants and
open to new knowledge and information, but there are always some customers
that is challenging
 You received a call from an angry customer which seat is cancelled due to the
expiry of the ticketing time limit. The customer claim its unfair to expect him to
purchase ticket sooner as he only travels next month.
 How would you respond appropriately to the customer and others like him?
LET US HELP YOU..

8. Reasons for customers get mad/upset?
 Expectations have not met
 Treated rudely or discourteous manner
 Miscommunication
 Given unsatisfactory replies
 Embarrassed at doing something wrong / incorrectly
 You / your organization argued with customer

9. Types of Customer
 Angry
 Impatient
 Upset
 Talkative
 Immature (problems; make excuses/blame others)
 Special Needs (disable)
 Superior (impression they are superior from agent; rude)
 Older (50 above; incapable to make decision)
 Non-committal (difficulty making decision; seek more info; did past
mistakes)

10. Ways To Handle Them
 Show empathy, let customer knew you understand their situation
 Apologize for situation
 Probe for more information
 Repeat their concern to reassure
 Show you value their patronage
 Explain their options to be done
 Summarize theirs and yours action
 End pleasantly

11. Asian Crisis (Languages)
 Speak slow and clearly
 Avoid slang terms which is hard to translate
 Don’t pretend to understand customer
 Ask question & repeat what you understood
 No frustration to understand the customer
 Ask customer to call again with an English / Malay speaking friend
 If all fail, connect them to colleague which talks their language

12. Conclusion to Overall Situations
 Be calm and pay extra attention to each customer
 Be transparent but with limited organization’s information
 Know the difference between firm and rude
 Show high respect and attention
 Every customer are VALUABLE
 Take decision fast but the right one
 No harm by rechecking solutions while customer explain
 Encouraged to have multi-task but only work-related

13. Additional Tips
 First impression should be POSITIVE.
 Listen problem with open mind
 Give encouraging responses
 Smile, but better to smile sincerely
 Spell and pronounce their name correctly
 Make mental notes if you’re multi-tasking
 Be observer and control mouth (impossible to talk & listen same time)

14. INTERACTION SESSION

15. VIDEO ACT EXAMPLE
BAD EXAMPLE GOOD EXAMPLE

16. THANK YOUUUU 