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    Telephone Skills Etiquettes

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    Gajanan Shirke Author
    The document provides training on proper telephone etiquette and techniques for staff. It covers topics such as greeting callers appropriately, projecting a positive company image, using an effective telephone voice, handling different call situations like transfers and messages, and managing difficult calls. The training aims to help staff communicate effectively and provide good customer service over the phone.

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    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd

    Telephone Skills Etiquettes

    Uploaded by

    Gajanan Shirke Author
    399 views28 pages
    The document provides training on proper telephone etiquette and techniques for staff. It covers topics such as greeting callers appropriately, projecting a positive company image, using an effective telephone voice, handling different call situations like transfers and messages, and managing difficult calls. The training aims to help staff communicate effectively and provide good customer service over the phone.

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    The document provides training on proper telephone etiquette and techniques for staff. It covers topics such as greeting callers appropriately, projecting a positive company image, using an effective telephone voice, handling different call situations like transfers and messages, and managing difficult calls. The training aims to help staff communicate effectively and provide good customer service over the phone.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    399 views28 pages

    Telephone Skills Etiquettes

    Uploaded by

    Gajanan Shirke Author
    The document provides training on proper telephone etiquette and techniques for staff. It covers topics such as greeting callers appropriately, projecting a positive company image, using an effective telephone voice, handling different call situations like transfers and messages, and managing difficult calls. The training aims to help staff communicate effectively and provide good customer service over the phone.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
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    At a glance
    Powered by AI
    The key takeaways are the importance of phone etiquette such as greeting the caller, identifying yourself, speaking clearly and politely, and listening attentively. Proper phone etiquette helps make a good impression and positive experience for the caller.

    The phases of a professional call are: opening the call with a greeting and introduction, building rapport and identifying the need by asking questions, collecting and verifying information through paraphrasing, providing solutions or information to address the need, and closing the call with a summary.

    Some tips for having a pleasant phone voice include speaking at an even, low tone and smiling while on the phone to sound alert, active and pleasant. It's also important to avoid distractions and speak clearly.

    Gajanan Shirke

    Whether at work or
    on your mobile
    OFFICE
    phone, it is very
    important that we
    are fully aware of
    how we talk or
    behave over the
    phone.

    MOBILE
    Gajanan Shirke
    OBJECTIVEVE
    AT THE END OF THE TRAINING, STAFF WILL BE ABLE TO;

    Use effective call greetings as a caller and a receiver.


    Project the company in a positive manner.
    Practice good telephone techniques and telephone manners.
    Use appropriate language during telephone conversations.
    Speak with an effective telephone voice.
    Use an effective approach to handle special telephone tasks like
    call transfers, taking messages, call holds, interruptions, and
    unintentional disconnects.
    Manage difficult calls.

    Gajanan Shirke
    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. Namaste. 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.

    Gajanan Shirke
    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.
    6. Never put the customer on hold for more than 30
    seconds

    Gajanan Shirke
    Namaste, Thanks for
    calling Trinity Grand. My
    name is Rahul. How may I
    Assist You?

    Gajanan Shirke
    PHASES OF PROFESSIONAL
    CALL
    Phase 1 - Phase 5
    Opening - Close
    the Call the call
    (Greeting & (Summari
    Introductio ze)
    n)

    Phase 2 Phase 3 Phase 4


    - Building - - Provide
    Rapport & Collecting Solutions,
    Identifyin / Verifying Alternative
    g Need of s or
    (Question) Informati Informatio
    on n
    (Paraphra
    se)
    Gajanan Shirke
    Telephone Etiquette

    Words 14%

    Tone of Voice
    86%

    The tone plays a very important role as the guest cannot see you. Your voice sets up the perception
    in the Guests mind. Words that we use are also important but not as important as Tone in a
    telephone conversation. Gajanan Shirke
    PHONE CALL IMPRESSION
    PHONE IMPRESSION
    The person on call forms a mental PICTURE of you.

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

    Gajanan Shirke
    ENDING A CALL
    DIFFERENT PHONE
    CALL SITUATIONS

    Gajanan Shirke
    ANSWERING CALLS CALLS
    BEFORE ANSWERING A CALL, BE PREPARED;

    Have a pen, pencil and notepad ready.


    Have your computer on.
    Ensure no noise at the background.

    Gajanan Shirke
    WHILE ANSWERING A CALL:
    Give your name and the
    Answer call before Greet the caller, for name of the company/
    the third ring, calls example Dept, for example HK,
    beyond the third Namaste. Good This is Rahul. This is a
    ring indicates manners indicate courtesy statement that
    inactiveness in your respect for the serve to introduce and
    office. personalizes the customer
    caller.
    service experience.

    Ask the caller if or how


    you can help them, for
    Focus your example HK, This is
    Rahul, How may I assist
    attention on the you? Asking to help tells
    caller. the customer you are
    there to serve and solve
    his/her

    Gajanan Shirke
    PLACING CALLS CALLS

    BEFORE PLACING A CALL, BE PREPARED;

    Know the name of the person you want to reach and


    how to pronounce it.
    Know what you need to say before placing the call will
    make your call brief and effective.
    Verify the phone number before calling.

    Gajanan Shirke
    PLACING
    IN PLACING CALLS
    THE CALL:

    State your name along with the name of the person


    you are calling. Example: Namaste, This is Rahul from
    HK. May I please speak with Ms. Lisa?
    Ask the caller if it is convenient to talk.
    State your business as politely and clear as possible.
    Use the clients name during the conversation.
    Insist on calling back if the connection is faulty.

    Gajanan Shirke
    ENDING CALLS CALLS

    When the conversation is complete, do the


    following;

    Make sure that the caller has no more queries


    or message.
    Use Goodbye, thank you for calling to end
    the conversation.
    Make sure the caller drops down the receiver
    before you. This prevents the feeling that you
    may have cut them off intentionally.
    Gajanan Shirke
    Than
    k Yo
    u
    TRANSFERRING CALLSALLS
    TRANSFER CA
    TRANSFER CALLS ONLY IF YOU ARE UNABLE TO HELP THE CALLER
    OR IF THE CALL IS MEANT FOR YOU FOR SOMEONE ELSE:

    Ask permission to transfer calls and explain the reason for the
    transfer.
    Let the caller know the name and department you are transferring the
    call to.
    Be sure you are transferring the caller to the proper person or
    department.
    If the caller complains about being transferred, suggest having the
    call returned instead.
    Give the new party any helpful information before completing the
    transfer. Gajanan Shirke
    Never transfer a caller more than two times.
    PLACING A CALL ON HOLD

    Make sure its for a good reason.


    Ask permission before placing a caller on hold.
    Return to the line periodically.
    Ask callers if they want to continue holding.
    Indicate how long the delay could be.
    Offer to call the person back if the wait will be long.
    Never leave a customer on hold for longer than 30 Seco
    Be courteous, respectful and professional.

    Gajanan Shirke
    ANSWERING MULTIPLE CALLSALLS

    Place the first call on hold.


    Answer the next call.
    Complete the second call only if
    it can be handled quickly.
    Return to the initial call
    promptly.
    Provide quality service that
    meets or exceeds the customers
    expectations.

    Gajanan Shirke
    TAKING MESSAGESALLS
    TAKING MESSAGES
    Write a message, even if the caller indicates they will
    call back.
    Include the time and date.
    Write legibly.
    Verify the callers name and phone number by
    repeating the information.
    Include as much information as possible to help the
    message recipient return the call.
    Sign or initial the message slip and deliver the
    message promptly.
    Gajanan Shirke
    SOMEONE CALLS YOU BY
    ANSWERING A WRONG NUMBER
    MISTAKE
    CALL ALLS
    Inform the caller politely that he/she
    reached a wrong number.
    Suggest that the caller recheck the
    number and dial again.
    If the caller is trying to reach a
    destination that you are familiar with or
    have an idea about, do your best to find the
    number and assist the caller in
    transferring the call.
    Gajanan Shirke
    HANDLING COMPLAINTS AND ANGRY
    Angry Customers:
    Do not allow yourself to getContinued
    angry when a
    guest shouts.
    Empathize. Express regret for the
    situation.
    For example: Im sorry for the
    inconvenience.
    Find a way to agree with their
    circumstances.
    For example: I understand what you
    are going through. Id be upset too if
    that happened to me. Gajanan Shirke

    Suggest alternatives for handling the


    PHONE ETIQUETTE TIPS

    Gajanan Shirke
    8 TELEPHONE ETIQUETTES

    1. Think through exactly what you plan to


    say and discuss BEFORE you place a call.
    2. Always identify yourself at the beginning
    of all calls.
    3. Always speak into the telephone receiver
    with an even and low tone of voice, high
    pitch will sound like shouting.
    4. Be sensitive to the tone of your voice

    Gajanan Shirke
    5. Especially when leaving messages, speak clearly
    and slowly.
    6. Build the habit of always turning off your cell
    phone ringer when entering a meeting, restaurant,
    theater, training class, or other place.
    7. Do not allow interruptions to occur during
    conversations.
    8. Do not allow yourself to be distracted by other
    activities while speaking on the telephone.

    Gajanan Shirke
    GENERAL PHONE ETIQUETTE TIPS
    Pick the phone, at worst, at the third ring.
    Speak pleasantly, using basic phrases of
    courtesy e.g. May I help you?, Thank
    you, You are welcome.
    Smile on phone in order to have a pleasant
    voice or tone.
    Sound alert and active let not your voice
    sound lazy, tired, and rude, bored or
    disinterested.
    Be polite or courteous to all calls
    irrespective of the circumstances.
    Do not slam the phone or cut off abruptly
    Gajanan Shirke
    Avoid slangs
    Dont eat, sip a drink, and chew gum
    while on phone.
    Listen very attentively.
    When transferring calls, whether in
    coming or out going, introduce both
    party to each other.
    Dont keep the caller on hold for more
    than sixty seconds without
    communicating your effort.
    When ending your call ensure there are
    no unfinished business.
    Gajanan Shirke
    UNACCEPTAB ACCEPTABLE
    LE PHRASES PHRASES

    1. You will have to wait 1. Thank you, Ill check, or Ill see
    2. Yeah. 2. Yes ma/sir.
    3. I do not know 3. One moment please, Ill find out
    4. No, we cant. 4. Yes, you may.

    Gajanan Shirke
    HAPPY
    CALLIN
    G

    Gajanan Shirke

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