-By

Kanthi Priya

Swadhina

Ramya

Suma

Lohita

Joshpin

Whether at work or on your mobile phone, it is very

important that we are fully aware of how we talk or

behave over the phone.

Pick up the phone in three rings . More than three

rings signals chaos in your office or

inattentiveness.

Greet the caller, e.g. “Hello”,“Namaste”. Good

manners shows you respect the caller.

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.

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.

The greeting is key, it sets the tone and style of the

whole interaction.

Never put the customer on hold for more than 30

seconds

Phase 1 -Opening the

Call (Greeting

&

Introduction)

Phase 2 -Building

Rapport &

Identifying

Need

(Question)

Phase 3 -Collecting/

Verifying of

Information

(Paraphrase)

Phase 4 -Provide

Solutions,

Alternatives or

Information

Phase 5 -Close the call

(Summarize)

The tone plays a very important role as the guest

cannot see you. Your voice sets up the perception

in the Guest’s mind. Words that we use are also

important but not as important as Tone in a

telephone conversation.

PHONE CALL 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

DIFFERENT PHONE CALL

SITUATIONS

BEFORE ANSWERING A CALL, BE PREPARED;

Have a pen, pencil and notepad ready.

Have your computer on.

Ensure no noise at the background.

Answer call before

the third ring, calls

beyond the third ring

indicates

inactiveness in your

office.

Greet the caller, for

example “Namaste”.

Good manners

indicate respect for

the caller.

Give your name and the name

of the company/ dept.This is a

courtesy statement that serve to

introduce and personalizes the

customer service experience.

Ask the caller if or how you can

help them, How may I assist you?”

Asking to help tells the customer

you are there to serve and solve

his/her problems.

Focus your attention on

the caller.

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.

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.

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.

• Know the transfer instructions for the telephone system so

that you do not cut off your caller!

• 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

Seconds.Be courteous, respectful and professional.

• 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

customer’s expectations.

Do not allow yourself to get angry when a guest

shouts.

• Empathize. Express regret for the situation.

Find a way to agree with their circumstances.

Suggest alternatives for handling the problem that

you have the authority and take responsibility for

providing answers to the customer.

• 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

UNACCEPTABLE PHRASES

ACCEPTABLE

PHRASES

1. ”You will have to

wait”

2. “Yeah”.

3. “I do not know”

4. “No, we cant”.

1. ”Thank you, I’ll check,” or

“I’ll see”

2. “Yes ma/sir”.

3. “One moment please, I’ll

find out”

4. “Yes, you may”.