Tetiquettes

Voice QualityVoice Quality

ToneTone

PitchPitch

VolumeVolume

SpeedSpeed

Tone conveys your emotionsTone conveys your emotions

InterestedInterested

BoredBored

ConcernedConcerned

TiredTired

EnthusiasticEnthusiastic

CompetentCompetent

PolitePolite

PitchPitch

Keep it moderate or low Keep it moderate or low

Commands confidence, respect and Commands confidence, respect and knowledge of the subjectknowledge of the subject

High pitch may irritate the customerHigh pitch may irritate the customer

VolumeVolume

Not too loud (the volume may shadow the Not too loud (the volume may shadow the message)message)

Not too low (the listener may have to strain Not too low (the listener may have to strain to hear every word)to hear every word)

Must be audibleMust be audible

Speed (Rate of Speech)Speed (Rate of Speech)

Must be comprehensibleMust be comprehensible

Not too fastNot too fast

Not too slowNot too slow

ProtocolsProtocols

MuteMute

If the wait is less than or equal to 5 If the wait is less than or equal to 5 secondsseconds

HoldHold

Must have a valid reason and if the wait is Must have a valid reason and if the wait is more than 30 secondsmore than 30 seconds

Three types of communicatorsThree types of communicators

PassivePassive

AggressiveAggressive

AssertiveAssertive

PassivePassive

Submissive to customer’s demandsSubmissive to customer’s demands

Unable to get their point acrossUnable to get their point across

Get easily influencedGet easily influenced

End with a lose-win situationEnd with a lose-win situation

AggressiveAggressive

Generates friction with the customerGenerates friction with the customer

Gets defensive and argues with customerGets defensive and argues with customer

The message to be conveyed is lostThe message to be conveyed is lost

Usually has an arrogant toneUsually has an arrogant tone

End with a lose-lose situationEnd with a lose-lose situation

AssertiveAssertive

Able to balance the interest of customer Able to balance the interest of customer and companyand company

More focused on what they sayMore focused on what they say

Respect difference of opinionRespect difference of opinion

Try to arrive at a solution through mutual Try to arrive at a solution through mutual acceptanceacceptance

End with a win-win situationEnd with a win-win situation

QuestionsQuestions

Put you in controlPut you in control

Demand answersDemand answers

Provide informationProvide information

Helps to find out how people thinkHelps to find out how people think

Types of QuestionsTypes of Questions

Open-Ended QuestionsOpen-Ended Questions

Closed-ended Questions Closed-ended Questions

Open-Ended QuestionsOpen-Ended Questions

Get the customer to talk beyond a “Yes” or Get the customer to talk beyond a “Yes” or a “No”a “No”

Remember the 5 Wives and a HusbandRemember the 5 Wives and a Husband

What, Why, When, Who, WhereWhat, Why, When, Who, Where

HowHow

Open-Ended QuestionsOpen-Ended Questions

Examples:Examples: 1. How are things going?1. How are things going? 2. What seems to be the problem?2. What seems to be the problem? 3. How do you think you will solve the3. How do you think you will solve the problem?problem?

Are the door openers for other people to Are the door openers for other people to express.express.

Closed-Ended QuestionsClosed-Ended Questions

Expects a single word answer or short Expects a single word answer or short answer from customer.answer from customer.

Makes the customer speak to the point.Makes the customer speak to the point.

Example:Example:

1. May I know your name please?1. May I know your name please?

2. May I have the model number please?2. May I have the model number please?

ParaphrasingParaphrasing

Our interpretation of what the customer Our interpretation of what the customer says.says.

Tells the customer if we have understood Tells the customer if we have understood his situation or not.his situation or not.

Prevents any misunderstanding from Prevents any misunderstanding from happening.happening.

Customers appreciate it.Customers appreciate it.

ParaphrasingParaphrasing

Example:Example:

Let me see if I understand you correctly. Let me see if I understand you correctly. You did not receive your statement. You did not receive your statement. Therefore you could not pay. And this Therefore you could not pay. And this month due to a financial crunch, you will month due to a financial crunch, you will be in a position to pay only Rs. 500. Shall I be in a position to pay only Rs. 500. Shall I document the same?document the same?

Effective Word UsageEffective Word Usage

Use simple, positive, effective words and Use simple, positive, effective words and statements.statements.

Avoid casual and slang language.Avoid casual and slang language.

Give only relevant informationGive only relevant information

Use short sentences.Use short sentences.

Receiving a telephone callReceiving a telephone call

Introduce yourself and your companyIntroduce yourself and your company

Identify the callerIdentify the caller

Understand the caller’s requestUnderstand the caller’s request

ParaphraseParaphrase

Agree on the action takenAgree on the action taken

Ask for any further assistanceAsk for any further assistance

Thank the customerThank the customer

Perform the agreed actionPerform the agreed action

Taking actionTaking action

Identify what has to be done and its Identify what has to be done and its implications regarding time, information implications regarding time, information etc.etc.

Provide the caller with the required Provide the caller with the required informationinformation

Confirm time and date of action agreed Confirm time and date of action agreed uponupon

Meet the deadline or else call backMeet the deadline or else call back

Making a telephone callMaking a telephone call

PreparationPreparationPoints to focus on during the callPoints to focus on during the callIdentify yourself and your organizationIdentify yourself and your organizationVerify the authorized person Verify the authorized person State the purpose of the callState the purpose of the callWait for customer’s responseWait for customer’s responseIf required, acknowledge the customer’s If required, acknowledge the customer’s situation with empathysituation with empathy

Making a telephone callMaking a telephone callLet the customer know that you careLet the customer know that you care

If required, establish your problem solving If required, establish your problem solving credibilitycredibility

Be concise, but pleasant too.Be concise, but pleasant too.

Maintain your smile, it transfers on the callMaintain your smile, it transfers on the call

Summarize and re-confirm what has been Summarize and re-confirm what has been agreed uponagreed upon

Thank the customerThank the customer

Let the customer hang up firstLet the customer hang up first

Substitute the following words With1. Ya/Yeah Yes 2. Yes (to acknowledge) that's Right/ Right3. No I am sorry, but….4. No issues/problem Certainly5. Can I May I6. What Would/ May7. Hello? Excuse me