Telephone Etiquettes

By VanSight

2

COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd

• No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice.

• VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies.

• Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd.

• This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

3

What is Telephone Etiquettes

The Essence of dealing with people ,

politely and efficiently over the phone

can be boiled down to……

Telephone Etiquettes

4

Basic Telephone Etiquette

5

Pre-calling guidelines

• Before the call always have purpose in mind

• If you are calling in relation to a meeting then prepare an agenda

• Identify a second point of contact

• For a conference call identify a coordinator or a leader to lead the call

• Answer calls promptly – within 3 rings

6

Pre-calling guidelines

• Before picking up the receiver, discontinue any other

• Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party

• Keep a note pad and pen handy at your desk

• Smile as you pick the phone – the caller will hear it in your voice

7

Welcome - The Grand Opening

8

In coming call

• When receiving an incoming call always identify yourself for example

• “Jaya speaking”,

• “This is Dev here”

9

Outgoing calls

• When making an outgoing call

• Introduce yourself and the company you are calling from.

• If you are routed to a receptionist or operator, also include the name of the person you’re trying to reach for example,

– “Hello, this is Jaya from VanSight. May I speak with Mr. Patel?”

10

In case of an unscheduled call:

• Do not call very early or late in the day

• State the purpose of the call as soon as possible

• Be sure to ask if it is a convenient time to speak

• If no check for callback time

11

In case of an scheduled call:

• Greet the client as per his time zone

• Introduction

• Repeat the agenda of the meeting

• Introduce who is with you

• Send minutes of the call

12

During the call guidelines

• Speak slowly, enunciate clearly and spell out words if necessary

• Use plain English and avoid unnecessary jargon and acronyms

• Focus your full attention on the caller and the conversation

13

During the call guidelines

• Use active listening to clarify and check for under-standing

• Assertiveness

• Build rapport to ease the conversation

• It pays to write down the client’s name and use it regularly in your conversation.

14

Concentrate Full Strength

15

Why??

• It’s a basic courtesy

• People who do two things at a time don’t do either one very well

• When you split your attention, you’re likely to lose something important the client says

How to Purchase & Download full Course from VanSight.

16

Download Presentation from

www.vansight.net