WHY IS TELEPHONE ETIQUETTE IMPORTANT?

The objectives of the call is met

Positive image is formed

Shows professionalism

Company’s reputation is enhance

Making Calls

Always identify yourself properly

Avoid leaving long winded messages

Be sensitive to the tone of your voice.

Think through exactly what you plan to say and discuss before you place a call.

Do not allow interruptions to occur during conversations

Speak clearly and slowly when leaving messages

CALL OPENING

Speak Clearly in a Cheerful & Happy Voice

Use a Normal Tone of voice

Do not eat or drink while you are answering a call.

Do not use slang words or poor Language.

Respond clearly with “yes” or “no” when speaking

Address the Caller Properly by his or her title.

. Listen to the Caller and what they have to say

During the call

Be respectful

Be genuinely polite in your tone. Let the customer “hear” politeness in your voice

Be patient with your customers and do not sound rude, annoyed or abrupt

Feel good when you speak with the customer

continued

Conversing with the customer

Say “Please” when appropriate

Say “May I” or “Could You” instead of “Can I”

Remember to maintain enthusiasm and excitement in your tone

Say “Thank You” when you get back to the customer for being on hold

“Thank you for being on hold.”

Follow appropriate hold procedure

1. Seek Permission

2. Specify the Duration

3. Explain the Reason

4. Wait for the customer’s response

5. Get back to the customer in the committed time frame

HOLD PROCEDURE

Phone Message should always include:

1 Caller’s name and company name (if applicable)

2 Time and Date of call3 What the call is regarding

(if possible)4 If a follow up or return call

is needed5 Phone number (office or

home)

Phone Message should always include:

1 Your name and company name

2 Time and Date of call3 What the call is

regarding (brief)4 If a follow up or return

call is needed5 Phone number (office

or home) speak SLOWLY even repeat the phone number – include area code

CALL CLOSURE

1. Summarize what has been discussed

2. Ask if you can provide further assistance

3. End on a positive note e.g. Have a nice

day, sir!

4. Have a pleasant tone and be courteous

5. Don’t sound rushed

6. Pause at appropriate places

● Could you ask her to call me back, please?● Could you give him a message, please.● What time do you expect her back?● I’ll call again later today. ● Thanks very much for your help.

Speaking

● I’m afraid he’s in a meeting/not in the office/still at lunch/not available just now. Is there anything I can do for you?

● Hold on a moment, please.● I’ll just find out if she’s back yet/in the other

office/available.● I’ll put you through to Miss…● I’ll ask … to call you back as soon as she is free.● What’s your extension number/fax number?

Thank You....