Scribd Logo
Upload

Welcome to Scribd!

  • 2K views

    Telephone Etiquette PDF

    Uploaded by

    Deepthi Vasanthakumar
    This document provides guidelines for proper telephone etiquette. It emphasizes that answering the phone promptly, within 3 rings, and greeting the caller politely by stating your name is important for providing good customer service. The summary also notes that tone of voice accounts for 86% of communication over the phone, so speaking in a clear, courteous and understanding manner is key. Finally, it lists tips for telephone etiquette such as being prepared before answering, focusing attention on the customer, and avoiding phrases like "I don't know" or "you'll have to."

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd

    Telephone Etiquette PDF

    Uploaded by

    Deepthi Vasanthakumar
    2K views16 pages
    This document provides guidelines for proper telephone etiquette. It emphasizes that answering the phone promptly, within 3 rings, and greeting the caller politely by stating your name is important for providing good customer service. The summary also notes that tone of voice accounts for 86% of communication over the phone, so speaking in a clear, courteous and understanding manner is key. Finally, it lists tips for telephone etiquette such as being prepared before answering, focusing attention on the customer, and avoiding phrases like "I don't know" or "you'll have to."

    Original Description:

    TELEPHONE

    Original Title

    telephone-etiquette-.pdf

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    This document provides guidelines for proper telephone etiquette. It emphasizes that answering the phone promptly, within 3 rings, and greeting the caller politely by stating your name is important for providing good customer service. The summary also notes that tone of voice accounts for 86% of communication over the phone, so speaking in a clear, courteous and understanding manner is key. Finally, it lists tips for telephone etiquette such as being prepared before answering, focusing attention on the customer, and avoiding phrases like "I don't know" or "you'll have to."

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    2K views16 pages

    Telephone Etiquette PDF

    Uploaded by

    Deepthi Vasanthakumar
    This document provides guidelines for proper telephone etiquette. It emphasizes that answering the phone promptly, within 3 rings, and greeting the caller politely by stating your name is important for providing good customer service. The summary also notes that tone of voice accounts for 86% of communication over the phone, so speaking in a clear, courteous and understanding manner is key. Finally, it lists tips for telephone etiquette such as being prepared before answering, focusing attention on the customer, and avoiding phrases like "I don't know" or "you'll have to."

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 16
    At a glance
    Powered by AI
    The key takeaways are proper telephone etiquette such as answering promptly, identifying yourself, speaking clearly and focusing on the customer.

    Tips for telephone etiquette include being prepared, answering promptly, using a polite tone of voice, focusing on the customer and avoiding forbidden phrases.

    There are 5 phases to a call - opening, building rapport, collecting information, providing solutions, and closing.

    TELEPHONE ETIQUETTE

    Answering the Telephone


    1. 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, good morning. 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.

    Answering the Telephone


    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.

    Good morning, thanks for calling the ABC Hotel. My name is XYZ. How may I help you?

    Telephone Etiquette

    Words 14%

    Tone of Voice
    86%

    Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804

    Telephone Etiquette
    Customer forms a mental

    PICTURE of you

    P PITCH I INFLECTION C COURTESY T TONE U - UNDERSTANDING R RATE E - ENUNCIATION

    Interviewing Techniques

    Interviewing Techniques
    Open-ended questions / Closed-ended questions Probing questions

    Linking questions
    Using supportive statements

    Providing non-verbal encouragement


    Showing empathy with your client

    Key words repetition


    Using summaries

    Using the pause


    Dealing with mistakes

    Counter productive questions Checking facts & asking for specific information

    Personal Qualities For Phone Work

    Self Motivation

    Enthusiasm

    Determination Sense of Humor


    Self Esteem

    Persistence Flexibility
    Quick thinking

    Professionalism

    Being Thick-skinned

    Tips for Telephone Etiquette

    Tips for Telephone Etiquette


    Before 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, identify your Company and yourself.

    Tips for Telephone Etiquette


    In the course of the conversation:
    Focus your attention on the Customer.
    Enunciate/articulate clearly. Speak distinctly. Use simple English avoid Jargon and Acronyms.

    Use action specific words and directions.


    Use the Customers name during the conversation. Always speak calmly and choose your words naturally.

    Tips for Telephone Etiquette


    Avoid forbidden phrases:

    I dont know.
    I/we cant do that. Youll have to.

    Just a second. No.

    Handling Irate Customers


    The first step in handling an Irate Caller is to simply hear the other person out. Listen intently. Allow the Customer to vent some frustration.

    Empathizing allows you to understand another persons motives without requiring you to agree with them.

    5 Phases of a Call
    Phase 1 Phase 2 Phase 3 Phase 4 Phase 5

    (Greeting & Introduction)

    Opening the Call

    Building Rapport & Identifying Customer Need (Question)

    Collecting/ Verifying of Information


    (Paraphrase)

    Provide Customer Solutions, Alternatives or Information

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

    Contact Information

    MMM TRAINING SOLUTIONS Landline: +91-44-42317735

    Cell: +91 9677044366 Cell: +91 9677040908


    Email: administration@mmmts.com Website: www.mmmts.com

    Pramila Mathew
    CEO & Executive

    Vikas V.

    Vice-President
    Training

    Coach

    You might also like

    pFad - Phonifier reborn

    Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

    Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


    Alternative Proxies:

    Alternative Proxy

    pFad Proxy

    pFad v3 Proxy

    pFad v4 Proxy