Good for counsellors & Telecallers

1. Telephone
etiquette

2. Instructions for use
HOW TO ANSWER A BUSINESS TELEPHONE CALL
SEVEN STEPS:
1. Greetings
2. Identification
3.Offer of help
4.Exchange of Information
5.Confirmation of
Message
6. Confirmation of Action
7. Closing

3. Telephone etiquette

6. Listen his problem or
complaint carefully
Do not interrupt him, let him
finish the whole thing first
Do not say, "you are wrong"
Empathize with him

7. You should be good in
your area of work and
investigate about his
complaint or problem and
solve it
Tell him the process of
solving the problem
Do not mislead
Call him back when
you have the solution,
this feedback is
important

8. ›Always identify yourself properly. When calling a client or customer, whether in
person or when leaving a message, always identify yourself properly by
providing your name, company name and contact telephone number.
›For example, "Good afternoon Mr. Ravi, this is Disha from NFCI. My telephone
number is “123456612233."
›Always be aware of confidential information when leaving messages. Also, be
aware of people around you while talking on the phone. Be discreet! Someone
next to you might overhear confidential information that could negatively affect
your business.
›Avoid leaving long winded messages. Remember, someone has to listen to your
message, write it down and then act upon it. Your message may be just one of
many messages that need to be handled. It is often a good habit to write down
or type out your message in advance. Keep it brief and to the point.
Making Calls & Closing Calls

9. Be sensitive to the tone of your voice
›. Do not sound overly anxious, aggressive or pushy. It is important your tone conveys
authority and confidence. Do not lean back in your chair when speaking on the
telephone.
›Tip: Sit up in your chair or stand during the conversation. When at home, use a personal
tape recorder to privately record your own conversations. You will then hear how your
sound to others.
Think through exactly what you plan to say and discuss
BEFORE you place a call
›Tip: Jot down the items you want to discuss and questions you want
answered. In other words, anticipate and expect you will be placed into a
voicemail system; plan your message to be as direct and specific as possible,
asking the person to respond to specific alternatives or questions. Do not
say, “Hello, it’s Syndi, call me back.” At least state the subject about which
you want the person to call you back about.

10. A Quote is
worth a
thousand
words

11. DO’s & Don’ts
Especially
when leaving
messages,
speak clearly
and slowly
Do not allow
interruptions to
occur during
conversations
Always speak
into the
telephone
receiver with
an even and
low tone of
voice.

13. THANKS!
Any questions?