Seminar on Telephone Manners

TELEPHONE ETIQUETTES

PRESENTED BY:-PAREEK ANKUR MADHUSUDAN

ETIQUETTE What is Etiquette?

The customary code of polite behavior in society or among members of a particular profession or group

Why is Etiquette Important?

It shows a level of respect

It shows Courtesy to others

It influences a persons view of you

What do you think would happen if there was a lapse inEtiquette?

Negative overall perception

BUSINESS/CORPORATE ETIQUETTE What is Business Etiquette?

The set of unwritten rules governing proper behaviour in a business environment

Why is Business Etiquette important? It presents a seamless, mannered front to the rest of the world,

It increases the respect the world gives the business,

It results in a potentially more profitable corporation

What does Business Etiquette involve? The polite way to interact with others.

The way you speak or act in the presence of guests

The way you conduct yourself on the phone

TELEPHONE ETIQUETTE

Why is telephone Etiquette important?

When you answer the phone you are the representative of the home orbusiness that is being called

The impression that you make will influence the caller's opinion of yourhousehold or business

What is telephone Etiquette about?Telephone etiquette refers to a set of rules that apply when people makecalls to others or when they are receiving a phone call

WHAT CHARACTERISTICS DO YOU THINK CAN BENOTICED THROUGH THE PHONE?

Attentiveness

Friendliness

Sincerity

Good Listener

Smile

Articulate

Helpfulness

Confidence

Rate of Speech

Greeting

BEFORE MAKING/ TAKING A CALL

Vs.

TELEPHONE TECHNIQUES

Greeting

Placing a caller on hold

Transferring a call

Taking Messages

Closing the Call

Communication

Dealing with Difficult Callers

• Before the call always have purpose in mind

• If you are calling in relation to a meeting then prepare an agenda

• Identify a second point of contact

• For a conference call identify a coordinator or a leader to lead the call

• Answer calls promptly – within 3 rings

Pre-calling guidelines

Pre-calling guidelines• Before picking up the

receiver, discontinue any other

• Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party

• Keep a note pad and pen handy at your desk

• Smile as you pick the phone – the caller will hear it in your voice

TAKING A MESSAGE

QUICK TIPS FOR MAKING PHONE CALLS

Identify Yourself and who you represent

State your purpose

Apologise if you call a wrong number

Call at arranged time (if a time was specified)

Leave messages when asked (don’t get angry if you

don’t leave a message and can’t get through later).

Always be courteous (don’t be the “difficult” caller)

During the call guidelines• Speak slowly, enunciate

clearly and spell out words if necessary

• Use plain English and avoid unnecessary jargon and acronyms

• Focus your full attention on the caller and the conversation

During the call guidelines• Use active listening to

clarify and check for under-standing

• Assertiveness

• Build rapport to ease the conversation

• It pays to write down the client’s name and use it regularly in your conversation.

THINGS THAT AFFECT TELEPHONE ETIQUETTE

MULTI - TASKINGHi, I’m Ankur, and

I’m a Multi-Tasker!!

Concentrate Full Strength

Why??

• It’s a basic courtesy

• People who do two things at a time don’t do either one very well

• When you split your attention, you’re likely to lose something important the client says