Unit III

Telephone Etiquette: Cell phone etiquette – Social Media Usage

etiquette- Telephone etiquette guidelines - Mastering the
telephone courtesy - Active listening - Putting callers on hold -
Transferring a call - Screening calls - Taking a message - Voice
Mail - - When Making calls - Closing the call - Handling rude or
impatient clients.

Internet & email etiquette : Internet usage in the workplace -

Email - Netiquette - Online chat - Online chat etiquette - Online
chat etiquette guidelines
Cell Phone Etiquette
 CELL PHONE ETIQUETTE
Learn to use your phone’s features like silent ring, vibrate and voice mail to handle the times when your phone
would be bothering others if it rang and you answered it. Be in control of your phone, don't let it control you.
July is National Cell Phone Courtesy Month
• Speak softly.
• Although it may be tempting, avoid texting during face-to-face conversations
• Be courteous to those you are with; turn off your phone if it will be interrupting a conversation or activity.
• If it must be on and it could bother others, use the "silent" mode and move away to talk.
• Watch your language, especially when others can overhear you.
• Avoid talking about personal or confidential topics in a public place.
• Speak in a soft tone when taking calls in public
• Don’t make calls in a public place like library, theater, church, or from your table in a restaurant.
• Don’t text during class or a meeting at your job.
• Don’t light up your screen in a dark theater
• Private info can be forwarded, so don’t text it.
• NEVER drive and use your phone at the same time.
 Cell Phone Etiquette
Hidden Cell Phone
Whether you are attending an important business meeting, on a date, or in a casual setting with friends
and family, keep your phone out of sight. Placing your phone on the table or desk sends the clear
message that they are not your number-one priority. According to Forbes, 84% of working professionals
believe texting or sending emails during a formal business meeting is highly unacceptable and rude.
Silent Smartphone
It’s polite and responsible to turn off your cell phone before meetings, meals, and meaningful moments.
If you can’t turn your device off, turn it to silent or vibrate. Your phone is not a replacement for an in-
person meeting.
Exceptions
There are exceptions to every rule:
A) Doctors, nurses, first responders, and health providers
B) Those expecting emergency calls
C) Those who have an infant with a babysitter, or a person with a caregiver
D) Those momentarily sharing photos with others
E) Those researching an important request, such as directions.
 Cell Phone Etiquette
Get Excuse
If accepting an emergency call, excuse yourself as quietly and calmly as possible from the gathering with an
apology.
Consider Content Carefully
With cell phones, spontaneity can be contagious. Remember, once a text, tweet or post is sent, it’s live. Sure,
you can delete it, but it’s out there on the Internet, just waiting to bite you back. According to a survey, 57% of
Americans regret a text or social media post they’ve sent. So use common sense and don’t post inappropriate
photos, or text while consuming adult beverages. Consider these tips when the urge strikes to send a
spontaneous message:
• Step away from your phone, take a deep breath, and count to 30 to attempt to dissolve negative emotions towards the receiver
• Ask a friend to advise whether your content is appropriate
Respond promptly
When you miss a call, text, or email, respond in an appropriate and timely manner by apologizing for missing
their message. Then respond with substance.
10-foot rule
When making or taking a call, move 10 feet away from the building including windows. No one wants to see you
nervously pacing or gesturing during your conversation. Step outside when responding to a call while in a house
of worship, medical office, library, theatre, or hospital. Refrain from confidential conversations on planes,
trains, and automobiles.
 Cell Phone Etiquette
Don’t Talk & Drive
Many cities now ban Smartphone use while driving. If you must use the phone, drive to a safe
area away from traffic. New vehicle technology comes with integrated hands-off, Bluetooth
options. If your vehicle has this technology, be attentive to the road and use caution. Safety first.
The Cellular Crutch
Your phone isn’t a gadget to turn-to when you are not sure what to do in uncomfortable
situations. If you walk into a new office, or a wedding reception and don’t know anyone, take
time to engage face-to-face. Deferring back to your phone as a crutch will keep you from truly
connecting with new people. Practice improving your face-to-face interactions by turning your
cell phone off, or leaving it hidden in the car.
Focus Attention Towards Other Hobbies
We tend to use our phones everywhere- at parties, at work, before we go to sleep. This
dramatically impacts how much, or how little, we accomplish daily. Make a conscious effort to
focus on projects, without the distraction of constantly checking your phone for email, texts,
or surfing the web.
 Cell Phone Etiquette
Etiquette for cell phones at work
• If you are a part of a business that allows you to use your phones, it is important to follow proper
cell phone workplace etiquette to help reduce the chances of you getting these privileges taken
away. 
• Be aware of your ringtone. If you work at a business that requires you to answer your cell phone
often you may want to download a ringtone that sounds professional (no high pitches, isn’t too
loud, no obnoxious sounds, no profanity, etc;
• Don’t look at your phone during meetings;
• Don’t place your phone on your lap;
• Focus on the person that should have your attention i.e. customer, client, coworker, boss, etc;
• Keep your personal calls private;
• Keep your phone out of sight;
• Don’t engage in arguments over the phone while at work;
• Silence your device- If necessary.
 Cell Phone Etiquette
Etiquette for cell phones at Professional Gatherings
There are cell phone etiquette tips to keep in mind for professional gatherings
such as conferences, training sessions, seminars, product launches, and more: 
• Don’t take photos unless you’re allowed to;
• Don’t use your phone as a way to avoid social interactions;
• Focus on face-to-face networking;
• Keep your phone on silent;
• Verbally excuse yourself for important calls when necessary;
• When you do take photos, turn off your flash as a courtesy to others around
you. 
 Cell Phone Etiquette
When to not use your cell phone
In some scenarios, it is unacceptable to use your mobile phone entirely, despite taking the above
etiquette tips into consideration. The following list outlines different situations when you’ll want to
avoid your phone altogether:
• At movie theaters and other large gatherings of any kind;
• Attending religious functions or gatherings;
• During a job interview;
• Funerals;
• When someone is talking to you;
• While driving;
• While you’re eating a meal;
• While you’re studying.
How often you use your cell phone is entirely up to you. However, when doing so, keep in mind that
there is a time and place for it. By following the above cell phone etiquette guidelines, you can
ensure you’re not being disrespectful or breaking any rules and are mindful of those around you.  
Social Media Etiquette
 Social Media Etiquette
• Social media etiquette refers to the guidelines that companies and individuals use to preserve their
reputation online.
• Just as social etiquette dictates how people behave around others in the real world, social media
etiquette revolves around online guidelines to follow.
• Know why you’re getting online. In an interview with Business Insider, eBay’s chief blogger Richard
Brewer-Hay pointed out that it’s not enough to start a social media campaign just because
“everybody’s doing it.” It’s important to “have specific goals and stick to them.”

Importance of social media etiquette

• Protect against legal and security issues. If you exist in an industry with stringent privacy and
compliance laws, your system will keep you on the right side of the regulations.
• Empower staff. When your employees know how to share content safely online, they can represent
and advocate for your organization, without harming your reputation.
• Defend your brand. Social etiquette ensures that everyone who interacts with your brand on social
media will see a respectable, professional business.
 Social Media Etiquette
Don’t pretend to be someone you’re not
Even though the internet gives you a sense of anonymity, you don’t even realize how easy it is to find info on
anyone. You don’t need to reveal every detail of your life, but if you are an Indian man, don’t pretend to be a
UK Modal.
Don’t behave as an Expert of All Fields
It’s nice to have something valuable to say, but what the internet (ok, the people on the internet, to be more
precise) hates is self-acclaimed experts in every field. So if you say you know everything about military,
politics, foreign affairs etc... Sure you do.
Don’t get into arguments
Social media is a great source not only for news, but also exchanging views. Even if you don’t agree with
others, don’t let it turn into a nasty argument.
Don’t stoop too low
If you do get into an argument, say whatever you have to say and leave. Don’t call anyone names, swear or use
5th grade-worthy comebacks.
Double-check your grammar
Nothing undermines your credibility more than grammatical errors. And although nobody’s perfect,
everybody can use Google and a spell check.
 Social Media Etiquette
Interact with people
If someone replies to your post or tweet, say thanks or start a conversation. Social media, like the
name suggests, is a social activity and no one likes to be ignored.
Censor yourself. Don’t make your private data public
Some people treat their Face book or Twitter accounts as diaries. But please, don’t share
EVERYTHING with your readers. Some things are meant to be kept private and let’s keep it that way.
Don’t post party photos
Maybe you impressed your high school friends with photos of you drinking and smoking, but avoid
doing it.
Don’t post or repost anything illegal
Nevertheless, you can be fined or face even more serious consequences for posts, reposts, and other
actions on social media in most countries. So you’d better know the laws in your country and
remember them when posting or reposting something on Face book or Twitter.
Link original sources
Although the idea of original source on the internet is rather an unachievable fantasy, posting a
photo/video/article/joke with a link to the site or person you got it from will surely be appreciated.
 Social Media Etiquette
Think of readers’ reactions
You probably have colleagues, superiors, and clients among your Facebook or
Instagram connections. When you apply for a new work position, for example,
human resources will likely check your social media profiles. Consider what
you want them to see — and more to the point, what you don’t want them
to see.
Don’t repost scams
I you Don’t want to check each and every post of this kind, then don’t click on
it at all — don’t risk turning yourself and your friends into scam victims.
Have fun
Last but not least, social media is supposed to be fun. Leave whining, crying
and complaining elsewhere and instead meet new people, share interesting
stuff, broaden your horizons and enjoy it to the fullest!
 Social Media Etiquette
Top Rules of Social Media Etiquette
• Fill out your online profiles completely with information about you and your business Use your real name and your
own photo.
• Use a different profile or account for your personal connections. Business and pleasure do not mix in this medium.
• Create a section on your main profile detailing who you are seeking to befriend. Everyone need not apply.
• Offer information of value. Don't talk just about yourself and your company.
• Pick a screen name that represents you and your company well. Don't call yourself 'Loser1' unless you want to be
known by that name.
• Don't send out requests for birthdays, invitations to play games or other timewasters for those using the site.
• Don't put anything on the Internet that you don't want your future boss, current client or potential clients to read.
• Check out the people who want to follow you or be your friend. Your mother was right when she said that people
will judge you by the company you keep.
• If someone does not want to be your friend, accept their decision gracefully. They have the right to make that
choice and you have to accept it.
• Never post when you're overly-tired, jet lagged, intoxicated, angry or upset.
• Compose your posts, updates or tweets in a word processing document so you can check grammar and spelling
before you send them.
Telephone Etiquette Guidelines
 Telephone Etiquette Guidelines
• Answer the call within three rings.
• Immediately introduce yourself.
• Speak clearly.
• Only use speakerphone when necessary.
• Actively listen and take notes.
• Use proper language. 
• Remain cheerful.
• Ask before putting someone on hold or transferring a call.
• Be honest if you don't know the answer.
• Be mindful of your volume.
• Check for and respond to voicemails.
• Avoid Eating or Drinking
• Minimize Multi-Tasking
 Telephone Etiquette Guidelines
Be consistent.
Have everyone answer the business line consistently. If it's an inbound call, all the customer wants to know
is that they got the right number. Your "hello" should be brief. Train staff to use a professional greeting that
mentions the company and then their own names. "How can I help you?" is assumed, so don't waste
precious time adding those five words. "Hello, IBM, this is Yogesh" is sufficient.
Never interrupt.
Don't interrupt a complaining customer. It can be hard not to do this, but train your team to listen to the
whole problem, no matter how long it takes. Even if call center employees will eventually hand off the call
to another member of your staff, listening to the whole story is important so the customer feels taken care
of.
Get to know the hold button.
The hold button is your friend. Never put the phone to your chest to muffle the mouthpiece, so you can
speak among yourselves. Clients may hear things you don't want them to hear.
Then get to know the transfer button.
You need to know how to transfer someone to another member of the team. Say to the client, "The best
person to handle this is Joseph, so I'm going to transfer you." If it's going to take time for you to locate
Joseph or explain the problem to him, tell the client it'll be a while. For instance, say, "It will take me about
three or four minutes to get Joseph up to speed, so can I please put you on hold?“
 Telephone Etiquette Guidelines
Keep customers informed.
It's important to train your team on this. They have to give the client a list of what
they're going to do, then a longer timeframe than necessary. Because when you fix the
problem in less time than you stated, they know you went to bat for them. You'll have a
loyal customer at that point. Take longer than you said and they're steaming mad.
Smile when you talk to customers.
Did you know you can hear a smile? Research shows that smiling while speaking on the
phone makes a detectable difference in your tone of voice, so make sure that your
team sounds happy to talk to customers. Words and inflection are much more
important over the phone than in a face-to-face encounter.
Answer after the first few rings.
You should answer within the first few rings rather than keeping a caller waiting.
Customers often grow frustrated or even hang up if they are left on the line without
assistance for too long.
 Telephone Etiquette Guidelines
Learn how to handle angry and abusive people.
First, don't tell someone to calm down. No one wants to sound like a crazy person, but when a
client is that mad, they can't help it. Our words should be reassuring, like "how awful," "you're
absolutely right to be upset" or "I can't believe this – how terrible." The client will feel understood.
Slowly, the caller's voice will resume normal volume. Once the customer is quieter, you can explain
them to describe how you will solve the problem.
Eliminate background noise.
Background noise is extremely distracting and unprofessional. To eliminate unwanted sounds,
make sure you are in a quiet area, like a call box or private office, and don't use the
speakerphone. If your typical workspace happens to be too loud, try taking the call elsewhere or
asking those around you to lower their voices.
Ask questions and take notes.
If you're unsure who exactly the caller is and what they need from you, ask them. Make sure you
jot down information like their name, number and company, and understand exactly what they're
asking or requesting. For instance, if they're trying to reach someone in the company who is
currently unavailable, you'll want to record the message they wish to relay, along with their phone
number and full name, so you can deliver it accordingly.
Mastering the Telephone Courtesy
 Mastering the Telephone Courtesy
Effective Listening
With a telephone in our hand, we can often feel a sense of power and can feel the urge to perform
all of the speaking – and forget how to listen.
Focus
Stay focused on the purpose of call and listen for the facts or ideas being presented. Pay attention to
the callers tone of voice and try to understand the message the caller is telling you from their point of
view.
Take Notes
Take notes as you listen to capture key points that you can refer to later.
Eliminate Distractions
Try to prevent yourself from becoming distracted by colleagues and side conversations. Listen
carefully and do not multi-task by checking emails, texts, Face book or continuing to do data entry.
Remember the caller deserves your undivided attention.
Demonstrate Empathy
Listen to the emotion in your caller’s voice. Adjust your own tone of voice accordingly by showing
empathy and interest in what the caller is saying.
 Mastering the Telephone Courtesy
Ask questions
When in doubt as to what your caller is saying, ask questions to gain more information on points you
need to clarify. This shows the customer that you are interested in what they are saying and that you are
taking responsibility for the call.
Don’t interrupt
You listen more effectively when you’re not talking, so refrain from interrupting your caller. Listen
objectively and let them finish what they are saying as interruptions may break their train of thought.
Confirm and Summarize
Let the customer know you understand what they are saying by summarizing the conversation. Use
statements such as “I understand”, “I agree”, “I see”, “You’re right”. These are all great ways to reflect
back and summarize. Refer back on your notes by asking questions such as “It’s my understanding that
we will be installing on…” or “May I take a moment to confirm what you’ve said?”. If your customer is
upset, emphasize with them by saying statements such as “I understand how you are feeling right now. I
will get this resolved as soon as possible.”
Ask the Customer to Repeat Some Information
While it’s not good to ask callers to constantly repeat information, if you are having difficulty listening,
you could say, “I’m sorry I missed what you just said. Could you please repeat that for me?.
 Mastering the Telephone Courtesy
Transferring Calls
Transferring a call to another telephone number may seem like an easy task, but it still requires a
bit of skill in any office environment. Many times, when a caller is transferred, they feel as
though they are being ignored and simply ‘dumped’ onto someone else. So if you have a caller
on the line that needs to be transferred to somewhere in the department or the company, first
notify the caller as to why you are transferring them. Once they understand why, let them
know where you are transferring them to and the name of the person to speak with, if known.
This lets the caller know that you are trying to help them by getting them to the correct place.
When possible, ‘warm transfer’ the caller to the extension. Warm transferring allows the
telephone operator to call the department they are trying to reach, speak with an agent and give
them information about the call. Once the agent is ready, the operator transfers the call directly
to them.
Tips for transferring calls:
• Tell the caller why they are being transferred
• Let them know who/where you are transferring them to
• When possible, introduce the call before transferring
 Mastering the Telephone Courtesy
Placing Callers on Hold
Just the same as transferring a call, placing a caller on hold can make them feel ignored and that
the telephone operator does not want to help them. In order to assure the caller that we are there
to help them, we must take precautions when placing them on hold. When handling calls from
within or outside the office, always ask the caller if they are able to hold and wait for their answer
before doing so. Let them know why you may need to put them on hold, such as if you need to
search for more information or find the person they are trying to reach. When you return, be sure
to thank them for their patience while holding and let them know what you have found for them.
If, for some reason, the caller cannot or will not hold, offer to take their contact information and
give them a call back when you have the information/party they are searching for.
Tips for placing callers on hold
• Always ask permission to place the caller on hold
• Check back periodically if the caller is on hold for a long time
• Remember to thank the caller for waiting when you return
• If the caller does not want to hold, offer to take a message
 Mastering the Telephone Courtesy
Handling Voicemail Messages
Voicemails are a great tool to have in this age of technology, especially since the employee may not always be at
their desk or may be busy taking calls from another customer. It is important to understand how to retrieve and
deliver these messages efficiently so that critical information isn’t lost and the chance to build a professional
relationship isn’t missed.
Ensure the Voicemail Has a Proper Greeting
• For your personal voicemail, record your own message in your own voice. Include your name, title and department
when possible. If you are going to be away for an extended period (i.e. vacation, business travel), it is helpful to
include this information on your voicemail greeting so that callers can know to expect a callback once you return.
When Leaving a Message for Others
Many voicemail machines only allow a certain amount of time to leave a message, so it’s important to only leave
the essential information with enough details for the recipient to know why you called. When on a voicemail, leave
your name and title. Also leave the date and time that you called and the reason you’re calling. Finally, be sure to
leave a good contact number where you can be reached and the best time of day to contact you. Try and limit your
message to one topic at a time and do not overload the voicemail with various topics.
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person
 Mastering the Telephone Courtesy
Taking Messages
The occasion can arise where an employee receives a call from someone looking for
another person and wants to leave their callback information. When taking messages for
someone in the office, it is similar to the process of taking a message from an outside caller.
First, make a note of what day and time the call came to you. Then obtain the caller’s
information, such as name and their title, if they have one, and ask them for the best
callback they want to leave with you. Finally, note what the caller wants from the other
party, such as requesting a callback, simply leaving information for the other party, or if the
message is urgent and they need to speak with them right away. Ensure you have all the
information you need before disconnecting with the caller.
Tips for taking messages
• Note the date and time of the message
• Get the caller’s name and title (if they have one)
• Verify a good callback number
• Note what the message is for
 Mastering the Telephone Courtesy
End the Conversation
Sometimes ending a call with someone can be an awkward feeling and can leave both parties
unsure if the call is over. The key is to remain professional while letting the caller know that the
conversation is over, which means you are about to hang up. Begin by reviewing the information
from the call, such as if you took a message for them or will need to connect them to another party.
Once the caller has understood that you have everything you will need, offer a salutation or
parting phrase, such “Thank you for calling today” or “It was a pleasure speaking with you”. This
alerts the caller that you are wrapping up and they may offer a farewell first. Always end with a
professional “Good bye” or “Have a good day/evening/night”. Avoid using slang terms such as
“bye-bye” or “Alright” when dismissing callers since these can cheapen your sentiments and sound
unprofessional.
Samples phrases for ending a conversation
• “Is there anything else I can do for you?”
• “Thank you for calling today.”
• “Have a good day/evening.”
• “I’m glad I was able to help you today.”
 Mastering the Telephone Courtesy
Employee Evaluations
Individual employee evaluations are another great tool for assessing and correcting any
instance of poor telephone etiquette. An employee evaluation is typically created with
several points or guidelines in place that an employee is expected to follow and meet
certain criteria. Employee evaluations can be done through a number of methods, but the
main goal is to use the criteria form and assess an employee’s telephone etiquette skills and
mark areas that are excelling and which areas will need improvement. The evaluator
should meet with the employee to discuss any results of an evaluation so that they can
know which areas are not meeting expectations and can set future performance goals.
Methods of employee evaluations
• Individual call screenings
• Call re-enactment/role playing
• Direct monitoring
• Secret shoppers
 Mastering the Telephone Courtesy
Screening Calls
Many companies that offer a telephone service have taken advantage of some
sort of call monitoring service. The service records each employee call and
allows them to be played back at a later time for review. This process, known
as screening calls, can be a great tool for reviewing employee phone calls and
checking for correct telephone etiquette. A manger or supervisor can review as
many calls as needed to review an employee’s performance and determine if
any poor telephone etiquette was a small occurrence or a consistent problem.
After the manager/supervisor has reviewed the calls, it is best to bring the
employee into a secluded meeting to review the calls together. From here, the
employee can hear how their calls sound to others and identify areas they need
to improve on. This process is also a helpful tool for the manager/supervisor
and the employee to create and set future performance goals.
Handling Rude or Impatient Customers
 Handling Rude or Impatient Customers
Handling Rude or Impatient Customers
• Stay Calm, Don't React Emotionally
• Don't Take It Personally
• Train yourself to be pleasant
• Listen to Their Needs- If Appropriate, Apologize
• Never Interrupt
• Identify What You Can Do for Them
• Be honest, avoid vague terms, and don’t make promises you can’t keep
• Stand Firm
• Avoid putting a caller back on hold
• Find the root of the problem
• Offer multiple solutions
• Solve the Problem
• If all else fails, just hang up
• Dealing With the Aftermath
 Handling Rude or Impatient Customers
Stay Calm, Don't React Emotionally
Staying calm with an angry or rude called can be one of the hardest tasks a phone operator must do. Our
natural reflect to anger or rudeness is to become defensive and lash back. However, if we show our
emotions, especially negative ones, it only makes the caller angrier. So avoid "fighting fire with fire.“.
Remember that the customer just wants to be heard and wants to have their problem resolved. So even if
the customer starts speaking rudely or becomes angry with you, using your favorite tip or trick to help you stay
calm and you’ll be able to help the caller once they have begun to cool down. Resist the temptation to give
someone a "taste of their own medicine.
Tips for staying calm
• Take deep, relaxing breaths
• Empathize with the customer
• Speak in calm, assuring tones
Don't Take It Personally
• Chances are, your customer is angry about a bad product or service, and you're just the unfortunate target
for their frustration. Many other issues may also have contributed to those feelings. During a long-lasting
crisis such as COVID-19, for example, emotions such as fear, anxiety and restlessness can build up, until even
the slightest inconvenience can become the "last straw."
• So, instead of taking someone's rudeness to heart, try to empathize, Develop emotional intelligence have
enough self-control to make the right response.
 Handling Rude or Impatient Customers
Train yourself to be pleasant
You can actually practice your tone of voice, and of course the more experience you have with handling callers,
the more proficient you will become. Train yourself to maintain a pleasant and calm tone of voice, no matter
what the person says to you.
Listen to Their Needs- If Appropriate, Apologize
When we encounter rude or angry callers, our first instinct is to stop listening to what they have to say due to
their poor attitude. However, this is not the key. The caller may be upset, but they still want to be assured that
someone will hear their complaint and help them get what they need. As the telephone operator, it is important
to listen to what the caller has to say and try to identify what they are seeking. Many times the upset caller will
tell us exactly what they need, but will mask it with harsh words and raw emotions. It is your job to put these
feelings aside and let the customer know you can still help them get what they need. if your customer's
grievance is genuine, a prompt apology may stop the flow of rudeness and provide the basis for a better
relationship.
Tips
• Empathize with the caller’s needs
• Remember that their needs/concerns are important too
• Identify what the caller is asking for
 Handling Rude or Impatient Customers
Never Interrupt
When a caller is angry or rude, interrupting them will only make the caller angrier, causing the situation to
worsen. Although it may sound counter-productive, the best method to use with callers such as these is to
let them speak until they begin to slow down and eventually finished with their rant. During this process,
listen empathetically and continue to acknowledge their concerns. Once the caller has finished speaking, or
to least pauses for a continued response, then you can begin to offer ways you can help the caller and what
you can do for them. In many cases, the customer just wants to know their complaints or problems are
heard and acknowledged by someone in the company. Once they feel like someone has heard their
concerns, they will be more open to accepting some sort of solution available.
Identify What You Can Do for Them
When a customer is angry or upset, the last thing they want to hear from the company is what can’t be
done for them. This can cause them to become angrier and more upset. Once you have identified why the
caller is upset, it is time to offer a real solution. By identifying what you can do for the caller, rather than
what you can’t do, you are assuring them that you are there to help and can help them resolve the problem.
Give them realistic options that can actually be done, such as speaking with a manager, filing a complaint
with customer service or receiving help with the product/item/service. If you’re able to solve the problem,
do what you can to do so. If the caller needs to speak with someone else, take the time to ensure they reach
the appropriate person and can go to the next step of reaching a solution.
 Handling Rude or Impatient Customers
Be honest, avoid vague terms, and don’t make promises you can’t keep & Stand Firm
Avoid putting a caller back on hold
If at all possible, you should avoid placing a customer back on hold because that will usually only irritate them
further. If you need to check something or confer with another department to find a solution, then try to do so
while they are still on the line, if possible.
Find the root of the problem
Now, as you’re listening and gathering information, you can start to figure out what the root of the problem is, and
this is key. Once you know the root cause, it’s only a matter of time before it’s solved and you can end the call on
good terms.
Offer multiple solutions.
You should express an apology for the trouble the caller is having, but you can’t keep apologizing forever. Give this
person a single, definite solution if you have one, but offering a variety of solutions for a difficult issue is helpful
because they can decide for themselves how they would like to proceed. Everybody likes options.
Solve the Problem
• The best way to disarm a rude customer is to involve them in solving the problem. Look for quick, simple solutions.
Many problems that lead to customer rudeness will have occurred before, so your company may have policies that
allow you to offer refunds or replacements, for example, with little fuss.
• However, the truth is that there may be no easy answer to a customer's problem. During times of crisis, in
particular, some people will push for responses that aren't possible, or answers that you simply don't have. When
that happens, acknowledge the difficulty of the situation, explain your position clearly – but stick to it.
 Handling Rude or Impatient Customers
If all else fails, just hang up
Sometimes, a caller simply refuses to calm down or is being downright mean. If they won’t
listen to reason and continue to yell at you, then it’s probably time to hang up the phone.
Dealing With the Aftermath
• Encountering a rude customer can be a highly stressful experience, so it's important to take a
breather afterward. You'll likely gain some valuable perspective if you remember that very few
of your customers behave in this way.
• It's also important to think through what happened, to consider whether this customer's
rudeness reflects a bigger problem or a recurring issue.
• You may need to report the situation to your manager. Always do this if you were badly
affected by the incident; if the problem is beyond your remit to resolve; or if this encounter
seems to be part of a pattern.
• You might also need to follow up with the customer – even if that's not a pleasant prospect.
Before doing so, check that all the information you're referring to is correct. Don't be afraid to
seek advice from your manager, too. Use their support to boost your confidence when you
make contact with the customer again.
Internet Usage in the Workplace
 Internet Usage in the Workplace
• Company employees are expected to use the Internet responsibly and productively. Internet
access is limited to job-related activities only and personal use is not permitted.
• Job-related activities include data for the job, research and educational tasks that may be
found via the Internet that would help in an employee's role.
• All Internet data that is composed, transmitted and/or received by company's computer
systems is considered to belong to company and is recognized as part of its official data. It is
therefore subject to disclosure for legal reasons or to other appropriate third parties.
• The equipment, services and technology used to access the Internet are the property of
company and the company reserves the right to monitor Internet traffic and monitor and
access data that is composed, sent or received through its online connections.
• Emails sent via the company email system should not contain content that is deemed to be
offensive. This includes, though is not restricted to, the use of vulgar or harassing
language/images.
• All sites and downloads may be monitored and/or blocked by company if they are deemed
to be harmful and/or not productive to business.
• The installation of software which is against the interest of the company is strictly prohibited.
 Internet Usage in the Workplace
Unacceptable use of the internet by employees includes
• Sending or posting discriminatory, harassing, or threatening messages or images on the Internet or via
company's email service.
• Using computers to perpetrate any form of fraud, and/or software, film or music piracy.
• Stealing, using, or disclosing someone else's password without authorization.
• Downloading, copying or pirating software and electronic files that are copyrighted or without
authorization.
• Sharing confidential material, trade secrets, or proprietary information outside of the organisation.
• Hacking into unauthorized websites.
• Sending or posting information that is defamatory to the company, its products/services, colleagues
and/or customers.
• Introducing malicious software onto the company network and/or jeopardizing the security of the
organization's electronic communications systems.
• Sending or posting chain letters, solicitations, or advertisements not related to business purposes or
activities.
• Passing off personal views as representing those of the organization.
 Internet and Email Etiquettes
Netiquette
Network + Etiquette (The Rules of the Internet)
Netiquette also called Internet Etiquette refers to a set of rules an individual needs to follow while communicating
through mails, writing blogs, sharing views on online portals or any other online forum.
An internet usage policy is a document used by employers to communicate the acceptable use of technology in the
workplace. The document provides rules and guidelines surrounding the organization's expectations of their
employees when using the internet and other company-provided devices.
Important Email Etiquettes
• Make sure emails are self explanatory.
The other person should understand your views and ideas.
• Don’t use capital letters in emails
Unless and until it is the first alphabet of a word, turn off the CAPS lock key. Emails written in all capitals are
considered rude and loud.
• Be crisp.
Lengthy emails are seldom read. Never ever deviate from the actual topic.
• The subject line ought to be meaningful and relevant.
Through subject line employees can quickly know what is written in the email.
• Start your mail with formal greetings.
 Internet and Email Etiquettes
• Format your emails correctly. Justify your text. Break the complete message into short
paragraphs with equal spaces in between. Use bullets -points wherever required.
• Keep all related members in loop. Do mark a blind copy to your reporting boss for him to
know what you are up to?
• All official emails must have signatures at the bottom. Your signature should include your
name, your company’s name, your designation and contact details. Make sure your
signatures do not have incorrect information.
• Avoid writing offensive emails to anyone. It worsens the situation. It is always better to sit
with the other person and discuss issues face to face.
• Take care of your font style and size. Official emails should ideally be written in Arial style
with a font size of twelve. Emails written in various colours and designer styles are
considered unprofessional and childish.
• Make sure you reply to all your mails. Don’t add members just for the sake of it.
• Don’t send mails to individuals who have nothing to do with your information. It is a sheer
waste of yours as well as their time.
 Internet and Email Etiquettes
• Don’t write anything in your mail which might fall back on you. Read your mail twice before hitting
the send button.
• Employees should not open illegal or porn sites at workplace. Read carefully the terms and
conditions before opening any website. Do not open any site which might harm your office computer.
• Take care of spelling errors, punctuation marks and grammar. Wrong spellings irritate the readers.
• Be polite and soft in your communication.
• Avoid using short forms or abbreviations in official mails.
• It is important to respect other’s privacy. Don’t check anyone’s mails in his absence.
• The mail meant for a particular individual should be marked only to him. Do not mark anyone else in
bcc. Communicate with him in private.
• Use words like “regards”, “thanks”, “yours sincerely” to close your mails.
• Avoid attaching heavy files to your mail.
• Do not upload objectionable photographs in any networking site.
• Respect the other person’s views while sharing information on various online forums.
Online Chat Etiquette
 Online Chat Etiquette
• Stay on Topic
• Avoid Emotionally Loaded Topics
• Be Careful With Your Tone
• Be Accurate and  Factual
• Search First, then Discuss
• Use humor cautiously; avoid Sarcasm
• Be as Polite as You are in Person
• Use Proper  Grammar and Punctuation
• Remember That Nothing Is Private Online
• Make Clear and Brief Points
• Respect People’s Privacy
• Use the Proper Titles
• Respect Others’ Opinions
• Control your emoji
 Online Chat Etiquette
• All Caps Make You Smaller
In written language, capitalized sentences stand for shouting. So don’t send emails or chat
messages THAT READ LIKE THIS. People will think you're being commanding or angry at them.
• Assume Positive Intent
• Avoid Ambiguity
• Be Transparent
• Show your Response Immediately
• Don’t Stress about Typos
• Instant Messaging / Instant Replying
Send your messages directly and get them out of your head, but don’t feel entitled to receive
– or pressured to send – instant replies.
• Tailor your Level of Formality
• Forgive a Breach of Etiquette
 Online Chat Etiquette
Business Chats
• Start the chat conversation with a friendly greeting.
• You should know the person.
• Be mindful of the receiver's preferred style of communication.
• Don’t act like a robot.
• Be careful with abbreviations.
• Keep the conversation short.
• Do make promises you can keep.
• Don’t take on more than you can handle.
• Never send bad news via Instant Messaging.
• Don’t leave customers hanging.
• Do remember to take breaks.
• End conversations with a short closing.
• Do train your team.
 Online Chat Etiquette
Business Chats
• Start the chat conversation with a friendly greeting.
• You should know the person.
• Be mindful of the receiver's preferred style of communication.
• Don’t act like a robot.
• Be careful with abbreviations.
• Keep the conversation short.
• Do make promises you can keep.
• Don’t take on more than you can handle.
• Never send bad news via Instant Messaging.
• Don’t leave customers hanging.
• Do remember to take breaks.
• End conversations with a short closing.
• Do train your team.