Telephone etiquette

WHY IS TELEPHONE ETIQUETTE IMPORTANT?

The objectives of the call is met

Positive image is formed

Shows professionalism

Company’s reputation is enhance

PRE CALL PREPARATION

• Before the call Think through exactly what you plan to say and

discuss before you place a call.

Smile

Have a positive attitude

Organize your desk that you have the following handy namely a pen, a paper pad, a glass of water.

CALL OPENING

Speak clearly

The first impression a customer gets of your company, is the first 15 seconds of your conversation with the customer.

Your voice is your communication tool, hence keep it honed & polished at all times

Voice will always convey your body language

A good voice is clear, articulate, courteous & charming

CALL OPENING

1. Warm and professional greeting

2. Identify yourself

3. Be enthusiastic

How should you sound when you open your call?

During the call

Be respectful

Be genuinely polite in your tone. Let the customer “hear” politeness in your voice

Be patient with your customers and do not sound rude, annoyed or abrupt

Feel good when you speak with the customer

continued

Conversing with the customer

Say “Please” when appropriate

Say “May I” or “Could You” instead of “Can I”

Remember to maintain enthusiasm and excitement in your tone

Say “Thank You” when you get back to the customer for being on hold

“Thank you for being on hold.”

The customer spells out his name

The customer compliments you

Follow appropriate hold procedure

1.Seek Permission

2.Specify the Duration

3.Explain the Reason

4.Wait for the customer’s response

5.Get back to the customer in the committed time frame

HOLD PROCEDURE

Phone Message should always include:

1 Caller’s name and company name (if applicable)2 Time and Date of call3 What the call is regarding (if possible)4 If a follow up or return call is needed5 Phone number (office or home)

Phone Message should always include:

1 Your name and company name2 Time and Date of call3 What the call is regarding (brief)4 If a follow up or return call is needed5 Phone number (office or home) speak SLOWLY

even repeat the phone number – include area code

CALL CLOSURE

1. Summarize what has been discussed

2. Ask if you can provide further assistance

3. End on a positive note 4. e.g. Have a nice day, sir!

5. While, closing the call:

6. Have a pleasant tone and be courteous

7. Don’t sound rushed

8. Pause at appropriate places

● Could you ask her to call me back, please?● Could you give him a message, please.● What time do you expect her back?● I’ll call again later today. ● Thanks very much for your help.

Speaking

● I’m afraid he’s in a meeting/not in the office/still at lunch/not available just now. Is there anything I can do for you?

● Hold on a moment, please.

● I’ll just find out if she’s back yet/in the other office/available.

● I’ll put you through to Miss…

● I’ll ask … to call you back as soon as she is free.

● What’s your extension number/fax number?

Thank You....