Description
This is a presentation describes on telephone etiquettes in the corporate world.
2/5/2013
1
?
A quality of mature Business Professional.
?
It is often said that human communication consists of 93% body language… while only 7% of communication consists of words themselves.
Whether answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a certain level of professionalism. Proper etiquette leaves callers with a favorable impression of you, your department, and company. Therefore, it is imperative to be at your best when answering the telephone. For sales/ Marketing professionals its most important.
?
?
?
?
2/5/2013
2
?
There are many characteristics that come across the phone.
•Confidence •Rate of Speech •Good Listener •Attentiveness •Posture •Demeanor •Recall Ability •Greeting •Vocal Tone
•Body Language •Pleasantness •Courteousness •Responsiveness •Friendliness •Articulate
•Attitude
•Helpfulness •Sincerity
2/5/2013
•Name
•Smile •Informative
3
? ?
Did you know people can hear you smile? It's true. Say good morning in two ways:
? first, without a smile
? and now, with a smile
?
You'll notice there's an inflection when you smile and it gives your voice energy and a cheery tone.
?
And that voice inflection conveys friendliness to the person at the other end of the line.
2/5/2013
4
?
Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc. that may be heard by the calling party. Cell phones should be placed on low volume, vibrate, or silent. Answer promptly (before the third ring if possible). Speak clearly and distinctly in a pleasant tone of voice. If the caller has reached the wrong person and/or department, be courteous. Sometimes they have been transferred multiple times with a simple question. If possible, attempt to find out where they should call/to whom they should speak, and provide a direct number. They will greatly appreciate it.
5
? ? ? ?
?
2/5/2013
?
A bright, cheerful greeting will lift most people’s spirits and set the proper tone for the call.
Speak clearly and at a conversational pace; softly yet audible. Don’t mumble or race through the greeting. This can give the impression that you don’t have time for the caller. “Thank you for calling Sir, my name is Sachin, How may I help you today?”
6
?
?
?
2/5/2013
?
A verbal handshake builds on the framework you set-up with the greeting. It makes the call more personal, and helps to disarm irate callers.
?
?
So, ask for the caller's name, and introduce yourself.
? Sachin: Who am I speaking to, please?
? Caller: My name’s Louis Painadath, Ch. Ops Manager , RHQ.
? Sachin: Hello Sir, my name is Sachin, How are you today?
2/5/2013 7
?
Forgetting or mispronouncing the caller’s name, after they have provided it will put the prospect or customer off side immediately. Make sure you jot down the caller’s name (how to pronounce it phonetically). If you do mispronounce their name, which can happen, apologize, ask them how to pronounce it properly, tell them you want to get it right.
?
?
2/5/2013
8
?
If you are currently on one line and another line rings:
? Tell the first caller to "Please hold." ? Place caller on hold. ? Answer the ringing line and capture the caller’s phone
number and name during the verbal handshake.
? Place second caller on hold/ or ask him is it ok if I call you
back, as I am on other line.
? Return to first caller and complete the call.
? Go back to the second caller. ? Say, “Thank you for holding [Caller’s Name], how may I
help you today?"
2/5/2013 9
?
Transfers - If you need to transfer the caller to another person.
? ? ? ? ? ?
Let the caller know WHY you need to transfer them and ASK their permission. Let the caller know WHERE and to WHOM you are transferring them. Stay on the line until the other staff member answers. Provide them with the caller’s name, phone number, and the reason for their call. If the other staff member is unavailable, DO NOT send the call to voicemail. Return to the caller, apologize for the inconvenience, and try to find an available person that can handle the call. If no one else is available, ask the caller for their permission to take a written message or to transfer them to the appropriate voicemail.
?
2/5/2013
10
?
Be prepared with pen and message slip when you answer the phone.
?
When taking messages be sure to ask for:
? ?
Caller's name (ask the caller for correct spelling) Caller's phone number and/or extension (including area code)
?
? ?
Repeat the message to the caller.
Be sure to fill in the date, time, and your initials. Place the message slip in the called party's inbox or in a conspicuous place in their office, such as their chair. Don't forget that you can transfer them to voicemail instead of taking a paper message, but don't forget to ask, "Would you like me to transfer you to ______'s voicemail?" Do not assume that the caller would rather go to voicemail. Always ask first.
11
?
2/5/2013
? ?
Remember it’s not WHAT you say, it’s HOW you say it!!! Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier. Enthusiasm and Sincerity. Always show willingness to resolve the problem or conflict, and sound sincere. Be Empathic. Try to think like the caller. Remember, their problems and concerns are important. Non-supervisory: Offer to have your supervisor talk to the caller or call him/her back if the caller persists. Supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them.
12
?
?
?
?
2/5/2013
?
When you call someone and they answer the phone, do not ask "Who am I speaking with?" without first identifying yourself: “ Hello,This is Sachin Bhat from RHQ HR. Can I Talk to Anurag Deepak? “ Hello,This is Sachin Bhat from Patni Computers. To whom am I speaking?"
?
Always know and state the purpose of the communication. When you reach a wrong number, don't argue with the person who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption”…then hang up. If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call. If you don't leave a number/message for someone to call you back, don't become angry if they are not available when you call again. Keep in mind the Golden Rule when it comes to phone etiquette. Don't make people dread having to answer their phone or call your department.
?
?
?
?
2/5/2013
13
? ? ?
Say Thank You For your help/ Information Is there anything else, I need to update you on It was great talking to you.
2/5/2013
14
? Hello! I'm sorry to keep
? I'm very sorry. Thank you
you waiting.
for waiting. with you.
? Thank you. Is there
for coming in (or calling).
pleasure to serve you. happy to do that for you.
? May I help you? We
? Good morning! Thank you ? Excuse me. It's been a
? Please. It was nice talking ? You're welcome. I'd be
anything else I can do for you?
2/5/2013
appreciate your business.
15
?
Real communication occurs only when the other person thinks you said the same thing you intended to communicate.
If a caller doesn't understand something you said, you have not communicated effectively with them. To prevent misunderstandings ,listen closely to what you say.
?
?
2/5/2013
16
?
Stay with your caller. Don't give important information when the caller doesn't appear to be listening. Instead, use an introductory phrase to get the caller's attention: "Sir?" "Ma'am?" "Excuse me…" Repeat, or spell out, information. All names, addresses, numbers, and dates should be repeated or spelled out. Ask for feedback. You can "quiz" your callers on how well they're listening by asking them to repeat information. Say: "Do you mind repeating that number back, so I can be sure I gave it to you correctly?"
17
?
?
2/5/2013
Thank You
2/5/2013 18
doc_856808306.pptx
This is a presentation describes on telephone etiquettes in the corporate world.
2/5/2013
1
?
A quality of mature Business Professional.
?
It is often said that human communication consists of 93% body language… while only 7% of communication consists of words themselves.
Whether answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a certain level of professionalism. Proper etiquette leaves callers with a favorable impression of you, your department, and company. Therefore, it is imperative to be at your best when answering the telephone. For sales/ Marketing professionals its most important.
?
?
?
?
2/5/2013
2
?
There are many characteristics that come across the phone.
•Confidence •Rate of Speech •Good Listener •Attentiveness •Posture •Demeanor •Recall Ability •Greeting •Vocal Tone
•Body Language •Pleasantness •Courteousness •Responsiveness •Friendliness •Articulate
•Attitude
•Helpfulness •Sincerity
2/5/2013
•Name
•Smile •Informative
3
? ?
Did you know people can hear you smile? It's true. Say good morning in two ways:
? first, without a smile
? and now, with a smile
?
You'll notice there's an inflection when you smile and it gives your voice energy and a cheery tone.
?
And that voice inflection conveys friendliness to the person at the other end of the line.
2/5/2013
4
?
Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc. that may be heard by the calling party. Cell phones should be placed on low volume, vibrate, or silent. Answer promptly (before the third ring if possible). Speak clearly and distinctly in a pleasant tone of voice. If the caller has reached the wrong person and/or department, be courteous. Sometimes they have been transferred multiple times with a simple question. If possible, attempt to find out where they should call/to whom they should speak, and provide a direct number. They will greatly appreciate it.
5
? ? ? ?
?
2/5/2013
?
A bright, cheerful greeting will lift most people’s spirits and set the proper tone for the call.
Speak clearly and at a conversational pace; softly yet audible. Don’t mumble or race through the greeting. This can give the impression that you don’t have time for the caller. “Thank you for calling Sir, my name is Sachin, How may I help you today?”
6
?
?
?
2/5/2013
?
A verbal handshake builds on the framework you set-up with the greeting. It makes the call more personal, and helps to disarm irate callers.
?
?
So, ask for the caller's name, and introduce yourself.
? Sachin: Who am I speaking to, please?
? Caller: My name’s Louis Painadath, Ch. Ops Manager , RHQ.
? Sachin: Hello Sir, my name is Sachin, How are you today?
2/5/2013 7
?
Forgetting or mispronouncing the caller’s name, after they have provided it will put the prospect or customer off side immediately. Make sure you jot down the caller’s name (how to pronounce it phonetically). If you do mispronounce their name, which can happen, apologize, ask them how to pronounce it properly, tell them you want to get it right.
?
?
2/5/2013
8
?
If you are currently on one line and another line rings:
? Tell the first caller to "Please hold." ? Place caller on hold. ? Answer the ringing line and capture the caller’s phone
number and name during the verbal handshake.
? Place second caller on hold/ or ask him is it ok if I call you
back, as I am on other line.
? Return to first caller and complete the call.
? Go back to the second caller. ? Say, “Thank you for holding [Caller’s Name], how may I
help you today?"
2/5/2013 9
?
Transfers - If you need to transfer the caller to another person.
? ? ? ? ? ?
Let the caller know WHY you need to transfer them and ASK their permission. Let the caller know WHERE and to WHOM you are transferring them. Stay on the line until the other staff member answers. Provide them with the caller’s name, phone number, and the reason for their call. If the other staff member is unavailable, DO NOT send the call to voicemail. Return to the caller, apologize for the inconvenience, and try to find an available person that can handle the call. If no one else is available, ask the caller for their permission to take a written message or to transfer them to the appropriate voicemail.
?
2/5/2013
10
?
Be prepared with pen and message slip when you answer the phone.
?
When taking messages be sure to ask for:
? ?
Caller's name (ask the caller for correct spelling) Caller's phone number and/or extension (including area code)
?
? ?
Repeat the message to the caller.
Be sure to fill in the date, time, and your initials. Place the message slip in the called party's inbox or in a conspicuous place in their office, such as their chair. Don't forget that you can transfer them to voicemail instead of taking a paper message, but don't forget to ask, "Would you like me to transfer you to ______'s voicemail?" Do not assume that the caller would rather go to voicemail. Always ask first.
11
?
2/5/2013
? ?
Remember it’s not WHAT you say, it’s HOW you say it!!! Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier. Enthusiasm and Sincerity. Always show willingness to resolve the problem or conflict, and sound sincere. Be Empathic. Try to think like the caller. Remember, their problems and concerns are important. Non-supervisory: Offer to have your supervisor talk to the caller or call him/her back if the caller persists. Supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them.
12
?
?
?
?
2/5/2013
?
When you call someone and they answer the phone, do not ask "Who am I speaking with?" without first identifying yourself: “ Hello,This is Sachin Bhat from RHQ HR. Can I Talk to Anurag Deepak? “ Hello,This is Sachin Bhat from Patni Computers. To whom am I speaking?"
?
Always know and state the purpose of the communication. When you reach a wrong number, don't argue with the person who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption”…then hang up. If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call. If you don't leave a number/message for someone to call you back, don't become angry if they are not available when you call again. Keep in mind the Golden Rule when it comes to phone etiquette. Don't make people dread having to answer their phone or call your department.
?
?
?
?
2/5/2013
13
? ? ?
Say Thank You For your help/ Information Is there anything else, I need to update you on It was great talking to you.
2/5/2013
14
? Hello! I'm sorry to keep
? I'm very sorry. Thank you
you waiting.
for waiting. with you.
? Thank you. Is there
for coming in (or calling).
pleasure to serve you. happy to do that for you.
? May I help you? We
? Good morning! Thank you ? Excuse me. It's been a
? Please. It was nice talking ? You're welcome. I'd be
anything else I can do for you?
2/5/2013
appreciate your business.
15
?
Real communication occurs only when the other person thinks you said the same thing you intended to communicate.
If a caller doesn't understand something you said, you have not communicated effectively with them. To prevent misunderstandings ,listen closely to what you say.
?
?
2/5/2013
16
?
Stay with your caller. Don't give important information when the caller doesn't appear to be listening. Instead, use an introductory phrase to get the caller's attention: "Sir?" "Ma'am?" "Excuse me…" Repeat, or spell out, information. All names, addresses, numbers, and dates should be repeated or spelled out. Ask for feedback. You can "quiz" your callers on how well they're listening by asking them to repeat information. Say: "Do you mind repeating that number back, so I can be sure I gave it to you correctly?"
17
?
?
2/5/2013
Thank You
2/5/2013 18
doc_856808306.pptx