2. TELEPHONE
ETIQUETTE
Presented by:-
ROSHNI KAPOOR (6942)

3. Etiquette is a
code of
behaviour that
delineates
expectations
for social
behaviour
according to
contemporary
conventional
norms within a
society, social
class, or
group.

4. TELEPHONE
ETIQUETTE

5. THE ESSENCE OF
DEALING WITH
PEOPLE POLITELY
AND EFFICIENTLY
OVER THE PHONE
CAN BE BOILED
DOWN TO
TELEPHONE
ETIQUETTE

6. Different etiquette with
different people

7. BASIC
TELEPHONE
ETTIQUETTE

8. Pre-calling Guidelines
 Before the call always have a
purpose in your mind
 Answers call promptly-within three
rings
 Before picking up the receiver
discontinue any other
 Conversation or activity such as
chew gum or typing etc should be
stopped
 Keep a note pad and pen at your
desk
 Phone calls generally should not be
made before 7:00 in the morning
or after 9:30/10:00 at night. Try to
avoid mealtimes.

9. WELCOME- the GRAND
opening

10. ANSWERING THE TELEPHONE
 Call should be receive in 3 rings.
 Greet the person.
 Introduction of yourself.
 How can I help you?
Greeting is the key ,
sets the tone and
style of whole
interaction.

12. In
answering
the call

13. Smile as you pick
up the phone.
Use your
‘telephone’ voice,
controlling your
volume and
speed.
Project a tone that
is enthusiastic ,
natural, attentive
and respectful.

14. In the course of
conversation:-
 Focus your
attention on the
whom you are
talking.
 Speak distinctly
 Avoid jargon and
acronyms.
 Always speak
calmly and choose
your words
naturally.
 Avoid forbidden
phrases : NO,I
DON’T KNOW etc.

15. Outgoing calls
 Turn off television
 Introduce yourself.
 Greet
 Be friendly, don't waste
time, get to the point of
call.
 Listen actively what the
other party said.
 Ask for permission
before placing
someone on speaker.
 If dialed any wrong
number then
apologize.

16. The person who is talking
to you on phone forms a
PICTURE of you in mind….

17. OTHER TELEPHONE ETIQUETTE…
 Never interrupt the person while he/she is
talking to you.
 Do not make it a habit of receiving personal
calls at work.
 When leaving a phone message, always
state your name, company, phone number
and reason for calling. Do not stammer or
stutter and use up an unreasonable amount
of time.
 Don’t keep the call on hold for more than 60
seconds and say thanks for holding call too.
•Use common sense

18. IT’s NOT WHAT YOU
SAY THAT COUNTS ,
IT’s WHAT THEY
HEAR..

19. Wouldn’t it be a better world if we all
treated each other the way we wish to be
treated? When you’re on the telephone
with a customer, you should treat the
caller with the same dignity and respect
you extend to the owner of your
company.

20. Cell phone
etiquette

21. Cell phone etiquette
involves common
courtesy when using a
cell phone in public,
designed to make
public places more
Don’t talk loudly in enjoyable for all.
public place
Lights Out, Phone Off.
Observe the 10-foot
Proximity Rule.
Use Common Sense.
Keep It Short.