CBP Program – Business Etiquette

Module 6: Telephone Etiquette

Module 6: Telephone Etiquette

Objectives:1. Describe the basics of cell phone etiquette2. List the skills that the telephone customer care professional must

possess3. Explain the importance of mastering telephone technology and

equipment4. Explain the principles of answering the telephone courteously5. Describe the importance of active listening in telephone customer care6. Note the guidelines when putting callers on hold and transferring a call7. Describe the methods of screening calls8. Note the guidelines used when taking a message, handling voice mail,

and closing a call9. Outline the fundamentals of making telephone calls10. Describe the methods of handling discourteous callers

Introduction

Organizations depend heavily on telephones for gathering and disseminating information, as such telephone

etiquette and telephone cultures in organizations are given great attention.

Cell Phone Etiquette

The following are some etiquette guidelines for cellular

usage:

Do not drive and use the cellular phone

If you must drive and use the cell phone, use hands-free

Don’t speak loudly when using cell in public places

Turn the ringer off in meetings and quiet places

Keep SMS short with basic courtesies

Ask people, “Do you mind if I make a call?”

Voice mail and caller ID help phone etiquette

Cell Phone Etiquette continued…Etiquette guidelines for cellular

usage continued… Don’t record conversations or take

pictures without permission Use ring tones that are not offensive Don’t play music or video that are

offensive in the workplace Limit the use of cell phones in the

workplace Don’t display offensive material on

your cell phone’s screen Follow your company’s policies about

cell usage

Etiquette guidelines for Pager usage

Turn off pagers when not in use

Use vibration mode in meetings and quiet areas

Asked to be excused if you need to make a call in response to a page

Telephone Etiquette Guidelines

The major telephone etiquette requirements are covered in the following topics:

• Mastering the telephone

• Answering the telephone

• Active listening

• Putting callers on hold

• Transferring a call

• Screening calls

• Taking a message

• Using voice mail

• Closing a call

Mastering the Telephone

It is very important that you master the available phone technology. Some telephone systems are simple and can be mastered in five minutes, and some are so complex

that require at least a week of training

Guidelines for mastering telephone technology: Depending on its complexity, allocate at least one day to

learn the features of your telephone system Review any training materials or manuals that describe the

features of your telephone system

Mastering the Telephone continued…

Practice the following features, placing special emphasis on the following:

Placing a call on hold Putting a call on hold Transferring a call Forwarding a call to voice mail

Answering the Telephone Courteously

Make sure to Create a Positive First Impression

Guidelines required when answering the phone:• Make sure there are no distractions• Avoid eating, drinking, or chewing gum• Speak directly into the transmitter, and place ear firmly against the receiver• Three ring-policy!• Answer the phone• Greet the customer professionally (see next slide)• Offer your assistance to the customer• Be courteous if the caller has reached the wrong department and try to find

out where they should call

Answering the Telephone Courteously continued…

Professional Greeting: your greeting should be friendly and respectful, and should include your name. your greeting must display your willingness to serve.

Example: “Good morning. Thank you for calling IBTA. This is Suzan speaking how may I assist you today?”

* Good morning, good afternoon, good evening are excellent ways to greet customers.

* If it is an internally transferred call, you need only give your name and probably state your department. If its an external

call, you will need to state your company’s name.

Answering the Telephone

Courteously continued…

Have you ever celled from someone and heard this:“I am sorry; no one has seen John today. If I see him, I will tell him

you called.”Or

“John had to go to the doctor because he isn’t feeling well. He may come in tomorrow.”

The following would be a more effective way:“John is out of the office for the day. Would you like to leave a

message for him, or may I be of some assistance?”Or

“John is presently in a meeting; may I take a message for him, or can I assist you myself?”

Active Listening Listening involves more than words, but messages. Messages can be projected using voice, facial expressions,

emotions, and body language. At all times during the conversation, you should make the

distinction between the following: Questions Statements Objections

You should respond to the customer in the following manner: Answer Questions Acknowledge Statements Resolve Objections

Putting Callers on Hold

Recommendations for putting customers on hold:

• Ask the customer’s permission first and wait for an answer• Inform the customer why its necessary to be placed on hold• Inform the customer how long the hold will be for• Thank the customer for holding when you return on the line

Transferring a Call

The following are recommendations when transferring a call:

• Make sure to transfer the call to the right person or department• Explain why the call needs to be transferred• Ask the customers permission; wait for a reply• Make sure the transfer is successfully received by the person or

department• Inform the call details to the next person or department

Screening Calls

Answer the phone by saying:“[Department Name], how may I help you?”

If the caller asks to speak to the principle (for example), ask:“May I tell him/her who is calling?” and “May I ask what is this in

regard to?”Wait for the principle to answer and announce the name of the

callerWait to see if the principle will take the callIf yes, transfer the callIf not, respond to the caller:“He/she is unavailable at the moment. May I take a message or

would you like his/her voice mail.”

Taking a Message

The following are recommendations when taking a message:

• Be prepared when you answer the phone (have pen & paper)• Explain why co-worker cannot be reached• Provide an estimation of when your co-worker will be available• Provide some other options to service the customer needs • Forward the call to another helpful person• Offer to take the message; ensure that you get the person’s

name, company, nature of call, time and date of call, contact information, and acceptable time frame in which the customer can expect a response

• Offer your assistance• Ask them if they would like to leave a voice message

Voice Mail Make sure your voice recording is friendly,

professional, and personal. Use the same recommendations

in “taking a message” Remember to change your message, to

express the nature of your absence.

Checking Messages and Returning Calls Check your messages daily and return any responses with 24

hours Reply, forward, or delete messages immediately. You should have

only up to 20 messages total in your mailbox. If you forward a message, explain to the forwarded recipient why you

are sending it to them.

Closing a Call

End Conversations Gracefully – there are several ways that you can end a phone call without sounding rude:1. Leave the conversation open2. Promise to finish your discussion at another time3. End on an “Up” note4. Tell the person how much you’ve enjoyed speaking with him/her

Guidelines for closing the call:• Thank the customer for calling• Ask the customer if you can be of further assistance• Express your appreciation for the customer’s business• Confirm any action steps that have been agreed upon and assure

the customer of their timely implementation• Let the caller hang up first

When Making Calls

1. Answer the phone by saying: “This is _________ . To whom am I speaking?”

2. Always know and state the purpose of the communication.

3. If you reached the wrong number say: “I’m sorry, I must have the wrong number. Please excuse the interruption.”

4. Fulfill your commitment to return a call as promised. If you cannot, call to postpone the call.

5. If you don’t leave a number/message for someone to call back, don’t be angry if he/she is not available when you call again.

Handling Rude or Impatient Callers

Handling Rude of Impatient Callers • Stay calm• Show willingness to resolve the conflict• Think like the caller• Offer to have your supervisor talk to the caller• If you are the supervisor, speak slowly and calmly with

the caller. Be firm and understanding.