Telephone etiquette

Presenting by,Avinash SulladTelephone etiquette

ANSWERING THE PHONE1. Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness.2. Greet the caller, e.g. hello sir/mam, good morning sir/mam . Good manners shows you respect the caller.3. Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service.

4.Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.5.The greeting is key, it sets the tone and style of the whole interaction

Usage of Tone

Use your normal tone of voice when answering a call.

In case if you have a tendency to speak loud or shout, avoid doing so on the telephone.

Usage of Language

Speak in a normal way but in a effective manner.

Never use swear words.

Words delivered should be clear & understood to the caller.

Tips for Telephone EtiquetteBefore you answer, be prepared:Have your computer switched on.Have pens, pencils, and notepad ready.In answering the phone:Answer calls promptly by the second or third ring.Smile as you pick up the phone.Use your telephone voice, controlling your volume and speed.Project a tone that is enthusiastic, natural, attentive and respectful.Greet the customer, and identify your company and yourself.

Tips for Telephone EtiquetteIn the course of the conversation:Focus your attention on the customer. Speak distinctly.Use simple English.Use action specific words and directions.Use the customers name during the conversation.Always speak calmly and choose your words naturally.

Tips for Telephone EtiquetteAvoid forbidden phrases: I dont know.I/we cant do that.Youll have to.Just a second.No.

Dos & Don'ts

Dos Be patient and helpful.

Respond clearly with yes or no when speaking.

Always remember it is important : -If you are answering a call on behalf of your team member please mention to the caller & try if you can assist them on the query. -Else note down the callers number so that a concerned user can make a call back on the query for resolution.

DOsAddress the Caller Properly by his or her title. Eg : ( Good morning Mr. Sharath, Good afternoon Ms. Anjali).

Listen to the Caller and what they have to say.

Always ask if you can put the caller on hold.

Verify that you have heard and transcribed the message accurately.

DONTsDo not eat or drink while you are on telephone duty. Do not use Poor Language.Never snap back or act rude to the caller. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

Five Phases of a CallPhase 1Phase 2Phase 3Phase 4OpeningtheCall (Greeting & Introduction)Building Rapport & Identifying Customer Need (Question)Collecting/VerifyingofInformation

(Paraphrase)Provide Customer Solutions, Alternatives or Information

Phase 5Get Customer Buy-in; Establish Next Steps; Close the call(Summarize)

THANK YOU