Phone etiquette

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Basic Phone Etiquette for Business

Text of Phone etiquette

  • 1. An Overview

2. Provide helpful hints and proven techniques Part of doing business means doing business overthe phone Phone is an important instrument in daily business 3. Alertness Show that you are wide-awake, ready to engage in aconversation Pleasantness Put a smile in your voice Naturalness Use, simple, straightforwardlanguage; avoid technical terms/slang Distinctiveness Speak directly into the phone; Use a normal tone ofvoice, the louder you are, the louder everyone elsebecomes Expressiveness Talk at a moderate rate and volume, but vary yourvoice tone 4. Frown Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble 5. Smile (they really can hear it!) Speak Clearly and Concisely Be Enthusiastic Lower the Pitch of your Voice Talk in a Positive Mood Listen/Discuss 6. P itch High or low? Low carries better and is also morepleasant I nflection Use voice to express ideas or moods Dont talk in a monotone The voice naturally rises on a questions or inquiry Voices fall at a period, decision or completion 7. C ourtesy Common, everyday applies the same as face-to-faceconversation T one Many times it is not what you say, but how you say it Voice should reflect sincerity,pleasantness, confidence, andinterest 8. U nderstanding Avoid talking with anything in your mouth (gum, pencil) R ate Rate of speech should be adapted to personality ofcontact Fast talkers can arouse suspicion Slow talkers can be irritating E nunciate Clear enunciation will help avoid misunderstandingand need to repeat yourself 9. Limit your talking Cant talk and listen at the same time Dont Interrupt A pause doesnt always mean the individual is finishedspeaking Concentrate Focus on the conversation. Practice shutting out outsidedistractions and personal concerns 10. Take Notes Helps you remember important points Listen for ideas.not just words Get the whole picture, not isolated bits and pieces Interjections An occasional, Yes, I see, etc. shows that yourlistening. However, dont overuse them 11. Try to answer the phone on the SECOND ring Answer with a friendly greeting Smile - it shows, even through the phone Ask the caller their name, even if their name is notnecessary for the call, and use it! Keep the phone two-finger widths from your mouth 12. Always ask for permission Examples Would you holding while I get your file? Can you hold briefly while I see if Mr. Jones isavailable? Always thank the caller for holding 13. Always transfer the caller to the desired personsextension, not to the operator Limits number of transfers Saves the caller time from explaining issue again Tell the caller who you are transferring them to Announce the caller to the person you aretransferring 14. Before ending the call, always Make sure you answered all the callers questions Always end with e pleasantry: Have a nice day It was nice speaking with you Let the caller hand up first 15. Dont give more than your first name Dont get personal, even if they do Be prepared for rejection just apologize forbothering them and graciously get off the phone Your Phone Message Greeting make itprofessional