Telephone Etiquette

1. Telephone Etiquette

2. Agenda <ul><li>Answering calls for others </li></ul><ul><li>Transferring calls </li></ul><ul><li>Handling complaints by phone </li></ul><ul><li>Placing calls </li></ul><ul><li>Voice Mail </li></ul><ul><li>Call-Waiting </li></ul><ul><li>Speakerphones </li></ul><ul><li>Placing someone on hold </li></ul><ul><li>Qualities of a good voice </li></ul><ul><li>Tips for creating a good image </li></ul><ul><li>Suggested phrases for Business Telephone Etiquette </li></ul><ul><li>Acknowledgements-Suggested responses to questions or comments </li></ul><ul><li>Reports to caller </li></ul><ul><li>Obtaining the caller's name </li></ul><ul><li>Obtaining the correct information </li></ul><ul><li>Progress reports </li></ul>

3. Telephone Etiquettes We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.

4. <ul><li>Answering calls for others A) Identify yourself and the company or person for whom you are answering and say, "How may I help you? B) Offer assistance in the absence of others--say, "She is not in today, perhaps I can be of assistance". C) Do not make commitments for others-say, "I'll give him your message when he returns," rather than-"He will call you as soon as he returns". D) Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information . </li></ul>

5. <ul><li>Transferring calls A) Explain the reason for the transfer-("Let me connect you with Mr. Heron in that department). Use the name of the person you are transferring to whenever possible. B) Know the transfer instructions for the telephone system so that you do not cut off your caller! </li></ul>

6. <ul><li>Handling complaints by phone </li></ul><ul><li>A) Listen carefully. B) Convey sincere interest and be empathetic. C) Agree as often as possible. D) Remain calm and courteous. DO NOT ARGUE! E) Do not interrupt unless the person needs to talk to another person or department. F) Do not blame co-workers. G) Explain clearly and be anxious to solve the problem or correct mistakes. E) Do not make unrealistic promises. F) Apologize. Be sure to say I'm sorry. To a customer that is more sincere than we are sorry. G) Act fast. Acting quickly shows that you are sorry and that you will handle the issue. H) Follow up. Get back to the caller to make sure the problem has be solved. </li></ul>

7. <ul><li>Placing calls A) Plan your call. Knowing what you need to say will make your call brief and effective. B) Place your own calls when possible to add a personal touch and create good will. C) Identify yourself and quickly state your business. </li></ul>

8. <ul><li>Voice Mail </li></ul><ul><li>A) Outgoing messages should include your name and company name. If applicable, mention the job you handle to prevent having to route the message to someone else. </li></ul><ul><li>B) Let the caller know how to reach a person in an emergency. </li></ul><ul><li>C) Keep your outgoing message current. If you’re going to be out of the office, your message should say so. When you go away, state the date you’ll be back and whether or not you’ll be calling in for messages, or whom to contact in your absence. </li></ul>

9. <ul><li>Call-Waiting </li></ul><ul><li>A) Unless you are expecting an urgent call and say so, it’s impolite to continually put the person to whom you’re speaking on hold while you take another call. Say, "I have another call, can you hold just a second?" Take the other call, explain you’re on another line and will call back shortly. Then quickly return to your first caller. </li></ul><ul><li>Speakerphones </li></ul><ul><li>A) Although a speakerphone is a great convenience when several people need to participate in a conference call, in a two-person conversation, it often annoys or offends the person whose voice is broadcast. Use it sparingly, and always tell the person on the other end that a speakerphone is being used. Try to avoid using it with a client. </li></ul>

10. <ul><li>Placing someone on hold </li></ul><ul><li>A) Make sure it’s for a good reason, such as pulling the person’s file or answering another line. </li></ul><ul><li>B) Ask the person if he or she will hold, and wait for a response rather than assuming the answer is yes. </li></ul><ul><li>C) Never keep a caller on hold for more than a minute. If you have to take longer than that, return to the person and tell them that you absolute have to take a few minutes longer, and ask if she wouldn’t prefer that you call her back." </li></ul><ul><li>D) When you return to the caller, thank them for holding. </li></ul>

11. <ul><li>Qualities of a good voice A) Distinctness B) Pleasantness/warmth C) Vitality D) Naturalness E) Expressiveness F) Lower, mellow pitch </li></ul>

12. <ul><li>Tips for creating a good image A) Use basic phrases of courtesy--"May I help you?, Please, Thank you, You are welcome." B) Use standard, accepted business phrases. C) Avoid slang-"uh huh, yeah, nope, dude, or bye bye for good bye". D) Do not chew gum. E) Do not slam the phone or cut off abruptly. F) Keep your promises. G) Smile while speaking. People can "hear a smile" over the phone! </li></ul>

13. <ul><li>Suggested phrases for Business Telephone Etiquette </li></ul><ul><li>A) "Mid-State Band and Trust, this is Mrs. Schlerf. How may I help you? B) "Accounting department, this is Laura. How may I help you?" C) "Good morning, Dr. Nasir and Fareed's office, how may I help you?" Acknowledgements-Suggested responses to questions or comments A) "Thank you, I'll check." or "I'll see." B) "Yes ma'am/sir." C) "One moment please, I'll find out." D) "Yes, you may." </li></ul>

14. <ul><li>Reports to caller A) "Mrs. Martinez is on another line, will you wait, please?" B) "He is away from his desk, may I take a message." C) "I'm sorry, Mrs. Hann is out of the office, may someone else help you." D) "Ms. Shultz is in the Trust Department, one moment please, I'll transfer your call." E) "I'm sorry to keep you waiting." </li></ul>

15. <ul><li>Obtaining the caller's name A) "May I tell Mr. Snyder who is calling, please?" B) "May I say who is calling, please?" C) "May I have your name, please?“ </li></ul><ul><li>Obtaining the correct information A) Always repeat and read back messages for accuracy. B) "Will you spell the name, please?" C) "Will you repeat the number, please?" D) "The correct spelling is P-R-E-T-T-Y?" 4)"The correct number is 5-1-1-6 - (pause)-1-5-3-4?" </li></ul>

16. <ul><li>Progress reports A) "Mr. Lokey's line is still busy, do you wish to continue waiting?" B) "I'm sorry to keep you waiting, may I check further and call you back?" C) "That line is still busy, may someone else help you?" D) "I'm sorry, she is still away from her desk, do you wish to continue waiting?" </li></ul>

17. THANK YOU