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Telephone Etiquette
Iti Roychowdhury
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What do we use the
telephone for To keep in touch with friends and
family
To exchange information To give messages
For trade enquiries
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To order goods
To confirm delivery of goods
To fix appointments, meetings
To make travel arrangements
To market products
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Why Telephone
It saves time
It saves money
It saves energy
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When on the Telephone
Speak clearly
Speak politely
Speak briefly
Be a good listener
This requires
Skill Tact
Training
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Pattern
Opening Greeting
Warming up
Giving the Message
Rounding offClosing
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How to talk on the
phoneThe Receiver’s Duties
Greet and give identityGood Morning Global Institute
Offer HelpMay I help you
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Obtain the callers ID
May I know who is calling please ?
Who shall I say is calling please ?
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Acknowledge the Call
Hold the line please
Would you hold the line please
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Ringing Off
Thanks for calling
Thanks a lot
Bye Bye
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The Caller
Making Requests
Could I please speak to
Mr_______ Could you please put me through
to Mr________
May I speak to Ms ______ Could you tell me when is the next
train for Hyderabad
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Passing on Messages
Would you please let him know
that ________ called
Would you inform him that the
dinner at Taj Krishna has been
cancelled
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Talking about Numbers
Figure 0 should be pronounced as
ZERO, NOT or as OH!
Numbers should be grouped in two digits
Within the pair, refer to numbers in digits
e.g. 3, 2 and not thirty two
When the same number occurs in a pairbetween two pauses, use double e.g.
14456 –one/double four/five six
Always repeat the numbers to confirm
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When in Trouble
Sorry I didn't catch that
Could you speak a little more
slowly please Could you repeat the date please
Can I have the name please
Could you spell that please Can I have the account number
first please
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Telephone Tips
Use your left hand to pick up the
receiver so that the right is free to
take down any messages Don’t keep the receiver too close
to the mouth- its unhygienic and
also results in a buzzing sound
Don’t keep the caller waiting for too
long-people hate listening to
electronic music for too long
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Model Conversation
Tina AP Ceramic, Good Morning
Venkat Good Morning May I speak toMr Murali please
Tina May I know who is calling please
Venkat I am Venkat, calling fromGlobal
Tina I am sorry Mr Venkat, MrMurali is not in. He will beback on Monday. Could I takedown message for him
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Venkat Oh, yes. Please ask him todecide on the pricing of thetiles and get back to me byTuesday
Tina Could I have your number please?
Venkat It is 55 67 89 43
Tina 55 67 89 43 ?
Venkat That’s right
Tina I will convey the message sir.Thank you for calling
Venkat Thank you
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Role Play
Situation 1
Ring up Global to find out if the
Induction Programme would beheld on weekends also. If so , is
attendance compulsory because
you cannot attend it as you have to
go out
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Role Play
Situation 2
Deepak calls up Sita Travels to
find out if they can arrange a flightticket for his MD Mr Rupendra to
Chennai from Hyderabad for 15
Dec. 2006 . Business class.His MD
prefers to travel by Deccan Airways ,by the evening flight
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Situation 3
Arti rings up Dr Ranjit to fix an
appointment with him. This is herthird visit to the dentist’s clinic
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Situation 4
Bhanu has sent his application
form for admission to the MBAprogramme but has forgotten to
enclose copies of his certificates.
He rings up the officer in charge to
convey the same