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Video Clip Wh en I Call You
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Handling Telephone Calls
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ETIQUETTE
The practices and forms prescribed by social
convention or by authority.
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WHY IS TEL EPHONE ETIQUETTEIMPORTANT?
The objectives of the call is met
Customers are happy withinteraction
Positive image is formed
Shows professionalism
Companys reputation is enhanced
There is positive word of mouth
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PRE CA L L PREPA RATION
Before the call
Feel good about your work
Smile
Have a positive attitude
Make sure that the telephone isplaced correctly
Organize your desk that you havethe following handy namely a pen, apaper pad,a glass of water.
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CA L L OPENING
Your Voice is your Company!
The first impression a customer gets of yourcompany, is the first 15 seconds of yourconversation with the customer.
Your voice is your communication tool, hencekeep it honed & polished at all times
Voice will always convey your body language
A good voice is clear, articulate, courteous &charming
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CA L L OPENING
Warm and professional greeting Identify yourself
Be enthusiastic
How should you sound when you open your call?
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CONVERSING WITH THE CUSTOMER
Be respectful to the customer
Be genuinely polite in your tone. Let thecustomer hear politeness in your voice
Be patient with your customers and do not soundrude, annoyed or abrupt
Feel good when you speak with the customer
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CONVERSING WITH THE CUSTOMER
Conversing with the customer
Say Please when appropriate
Say May I or Could You instead of Can I
Remember to maintain enthusiasm andexcitement in your tone
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CONVERSING WITH THE CUSTOMER
Say Thank You when...
You get back to the customer for being on
holdThank you for being on hold.
The customer spells out his name
The customer compliments you
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Follow appropriate hold procedure
Seek Permission
Specify the Duration
Explain the Reason
Wait for the customers response
Get back to the customer in the committed timeframe
HOL D PROCEDURE
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CALL CLOSURE
Summarize what has been discussed
Ask if you can provide further assistance
End on a positive notee.g. Have a nice day, sir!
While, closing the call:
Have a pleasant tone and be courteous Dont sound rushed
Pause at appropriate places
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USEFUL PHRASES
WHEN ON THE PHONE
Could you ask her to call me back, please?
Could you give him a message, please.
What time do you expect her back?
Ill call again later today.
Thanks very much for your help.
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USEFUL PHRASES
WHEN ON THE PHONE
Speaking
Im afraid hes in a meeting/not in the office/still at lunch/notavailable just now. Is there anything I can do for you?
Hold on a moment, please.
Ill just find out if shes back yet/in the other office/available.
Ill put you through to Miss
Ill ask to call you back as soon as she is free. Whats your extension number/fax number?
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Th ank Yo u ....