Handling Telephone Calls

ETIQUETTE

The practices and forms prescribed by socialconvention or by authority.

WHY IS TELEPHONE ETIQUETTE IMPORTANT?

• The objectives of the call is met

• Customers are happy with interaction

• Positive image is formed

• Shows professionalism

• Company’s reputation is enhanced

• There is positive word of mouth

PRE CALL PREPARATION

• Before the call

– Feel good about your work

– Smile

– Have a positive attitude

– Make sure that the telephone is placed correctly

– Organize your desk that you have the following handy namely a pen, a paper pad,a glass of water.

CALL OPENING

• Your Voice is your Company!

• The first impression a customer gets of your company, is the first 15 seconds of your conversation with the customer.

• Your voice is your communication tool, hence keep it honed & polished at all times

• Voice will always convey your body language

• A good voice is clear, articulate, courteous & charming

CALL OPENING

• Warm and professional greeting

• Identify yourself

• Be enthusiastic

How should you sound when you open your call?

CONVERSING WITH THE CUSTOMER

• Be respectful to the customer

• 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

CONVERSING WITH THE CUSTOMER

• 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

CONVERSING WITH THE CUSTOMER

Say “Thank You” when...

•You get back to the customer for being on hold

“Thank you for being on hold.”

•The customer spells out his name

•The customer compliments you

Follow appropriate hold procedure

• Seek Permission

• Specify the Duration

• Explain the Reason

• Wait for the customer’s response

• Get back to the customer in the committed time frame

HOLD PROCEDURE

CALL CLOSURE

• Summarize what has been discussed

• Ask if you can provide further assistance

• End on a positive note e.g. Have a nice day, sir!

• While, closing the call:

• Have a pleasant tone and be courteous

• Don’t sound rushed

• 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....