12 PS_Phone Etiquette AS2 V12

7/25/2019 12 PS_Phone Etiquette AS2 V12

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The Audit Experience AS/2

Performance Support Phone Etiquette

Communicating with third parties and leaving voicemails are a part of our daily jobs This performance support provides simple! yet effective tips for ensuring that you use proper eti"uetteand communicate in the most effective! efficient! and appropriate way possible when spea#ing onthe phone or leaving a message Tips are provided for effective phone conversations and forleaving voicemails

This performance support will cover the following topics $clic# on a lin# to go to the topic%

T&'S ()* E((ECT&+E ',)-E C)-+E*SAT&)-S

o ,ow should & prepare for the call.

o ,ow should & begin the conversation.

o ,ow do & ma#e sure & cover what & want to on the call.

o ,ow do & end the call.

o hat are some tips to apply throughout the conversation.

T&'S ()* 0EA+&-1 +)&CE A&0

)T,E* A3S T) C) 4-&CATE

TIPS FOR EFFECTIVE PHONE CONVERSATIONS

How should I prepare for the call?

'reparing for a call is very much li#e preparing for an entity meeting 3ou need to be prepared before you pic# up the phone to begin dialing 3ou need to #now with whom you want to spea#!why you want to spea# with them! and you need to be prepared to leave a message in case theydo not answer

Since a phone conversation is much li#e having an entity meeting! refer to 'erformance Support5 Entity eetings for information on how to prepare for the conversation

Some additional tips and reminders for preparation are6 7evelop a set of "uestions and write them down

Establish priorities for your "uestions in case time on the call is short

Thin# about what time it is when you ma#e the call Try to call the person at a time that would beappropriate for them to spea# and when they will give you full attention (or example! calling someone todiscuss an important matter at the end of the day when he or she is wal#ing out the door might not be the

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best time 3ou probably won8t get the attention you are loo#ing for Trying to reach someone at 96:: p mwhen their offices close at ;6:: p m will probably not get you the results you are loo#ing for

4nless you need to refer to something that is on your computer! turn away from your computer so it doesnot become a distraction

&n order to avoid distraction and noise! or if the matter you are discussing is one that should not be heard byothers! ma#e calls from a private area

Ta#e a deep breath before you pic# up the phone

Smile before you begin spea#ing hen you smile! a positive tone comes through in your voice

THE CONVERSATION

How should I begi the co !ersatio ?

&ntroduce yourself by stating your name and the company you are wor#ing for when the phone is answered&f someone else answers the phone! introduce yourself before as#ing for the person you are re"uesting

o (or example! say!


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=uild a rapport with the interviewee through active listening and attention Saying or will help the person to continue what they are saying since they #now you are followingalong

'ay attention to what you want to say and how you want to say it in order to accomplish the objectives of

the call

How do I e d the call?

Summari e any remaining to do8s by you or the other party

o For example, I will fax that document to you now at the following number and you will fax yourreply back to me by Monday.

&f the person needs to get bac# to you with something! ma#e sure you state that prior to hanging up

o For example, I will wait to hear from you before we proceed.

Always get the best number and the best time to have a call returned to the caller! especially if a manager or another team member must return the call

End the call by than#ing the person for their time

hen hanging up the phone! wait for the other person to hang up the phone first This way! in casesomething was forgotten during the call! this will give the other person a chance to catch you beforehanging up

hat are some tips to apply throughout the conversation.

Courtesy is expected when using the phone just as if you are tal#ing in person

Spea# clearly! controlling speed! tone! and volume

Always use a pleasant! congenial! and friendly tone

Try not to interrupt the person while they are spea#ing! unless they are going off topic

a#e sure you pronounce your words clearly and precisely 3ou should not have to be as#ed to repeatwhat you are saying

'ay attention when you are tal#ing on the phone 1ive B:: of your attention so that you hear everythingthat is said 3our focus should be on the person on the phone and the conversation Allowing distractionscan result in important information being overloo#ed

7o not answer the phone or ma#e a phone call if you are chewing gum or eating 3ou should not bedrin#ing or eating during the conversation

=efore placing someone on hold! as# their permission first and than# them After placing them on hold andreturning to the line! say! ?Than# you for waiting!> rather than ?)#ay! &Dm bac# ?

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TIPS FOR LEAVING VOICEMAIL

$hat are so"e tips for lea!i g !oice"ail?

hile it is always better to spea# personally to your contact! it is not always possible That is why it is preferable toleave more than just your name and number This section of the performance support provides you with tips on howto ma#e your voicemails more effective

=efore ma#ing your call! write out the information you want to leave on the voicemail in case they do notanswer

o 3ou never #now when you will reach someone or not! so get into the practice ofwriting down all the information you want to cover in your voicemail This willensure that you cover everything you want

Always start and end voicemail with your name and contact information

o This obviously depends on your relationship with the person but unless you aresure they have it! leave your name $spelling it for them is never a bad idea% andyour contact information so they can reach you &t is a good idea to leave thisinformation in the beginning of your message in case you are cut off

o &f you are leaving voicemail for someone and the mailbox you are leaving themessage is not that person8s voicemail! be sure to state whom you are sending themessage to $>@with a message for 7iane Smith@>%

o 0eave your name and contact information again at the end of the voicemail so thatthe person does not have to listen to the message again in case they missed it thefirst time This will avoid the recipient having to replay your message repeatedly

=e specific about the information you are as#ing for

o Always state what your voicemail is about $>@about the outstanding items & needto complete my testing of cash >%

o &f the person can respond to your "uestions in a follow up voicemail! this may

expedite things The more specific you are! the easier it will be for the person torespond &f you would rather discuss the reason for your call live! state the reasonfor your call and specifically state that you would li#e to discuss this live

Avoid leaving a message about too many topics

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o 3ou may have more luc# leaving a couple of shorter voicemails rather than tryingto leave one long! complicated message Alternatively! consider if it may be

better to send an email to the individual

Spea# with enough volume and spea# slowly when leaving your message

o 3ou do not want the person to have to listen to it repeatedly to get your message

Avoid

o Try to avoid ?umms!> or

=e "uic#

o 3ou do not want to lose your audience! so rambling on is not a good idea Feep it

short and to the point 4nless absolutely necessary! don8t leave repeat messages

o 3our second call is no more li#ely to be returned than your first Feep calling andtrying to spea# live with the person (ind out when they will be available fromthe receptionist or their administrative assistant Try sending an email instead &fyou #now they receive many voicemails every day! then you may want to thin# of the best way to communicate your message

Sound excited and be friendly

o 3ou have to capture the attention of the person you are calling Try not to bemonotone

'ractice leaving yourself the message

o 3ou may want to use your own voicemail for practice so you #now you are prepared in case you need to leave a message

OTHER WAYS TO COMMUNICATE

&nstant messaging through your computer is another way to communicate with 7eloitte employees 7eloitte uses an

internal instant messaging application called icrosoft 0ync $0ync% 0ync provides an easy way to communicatewith colleagues as well as allow for a more collaborative wor# environment The 0ync application providesencrypted communications between all users! to help #eep our personnelDs and clientsD personal data safe and secure

hen you want to contact a 7eloitte employee using 0ync! you should always chec# the individuals8 status beforesending an instant message This is to ma#e sure that you do not interrupt them if they are busy or not available

3ou can chec# the status of an individual by loo#ing at the 0ync status icon that appears next to the individuals8name in the communicator main screen or beside a name in an email The color of the icon indicates the senderDs

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presence in 0ync

Presence

button%ontact status Description

AvailableThe contact i online an! can "a#tici"ate in conve# ation $ Thi tat% can be et

&an%all' b' the % e#$

(% 'In a CallIn a

Con)e#ence

In a Meetin*

The contact i available b%t en*a*e! in anothe# activit'$ Activitie incl%!e+

&n a %all' The contact i in a "hone, voice, o# vi!eo conve# ation$

&n a %onference' The contact i in a &%lti"a#t' conve# ation % in*"hone, voice, vi!eo, o# a""lication ha#in*$

&n a (eetin!' The O))ice O%tloo- calen!a# ho. that the contact ha ache!%le! &eetin*$

Yo% can et thi "#e ence level &an%all'$

/o Not /i t%#b

Yo% ee thi tat% )o# a contact i) the contact ha a i*ne! 'o% to an acce levelothe# than the )eam acce level an! one o) the )ollo.in* con!ition e0i t +

The contact ha &an%all' et hi o# he# "#e ence tat% to Do *otDisturb $

The contact i !i "la'in* a Mic#o o)t O))ice Po.e#Point "#e entation o# i#%nnin* anothe# "#o*#a& in )%ll1 c#een &o!e$

U#*entinte##%"tiononl'

Yo% ee thi tat% )o# a contact i) the contact ha a i*ne! 'o% to the )eam acce level an! ha &an%all' et hi o# he# "#e ence tat% to Do *ot Disturb $

A.a'

The contact i "#obabl' not available$ Thi tat% i !i "la'e! )o# the )ollo.in*#ea on +

The contact2 co&"%te# ha been i!le )o# &o#e 34 &in%te b' !e)a%lt$

The contact ha &an%all' et hi o# he# "#e ence tat% to +,a $

InactiveThi contact &a' be available, b%t hi o# he# co&"%te# ha been i!le )o# &o#ethan )ive &in%te $ In thi tate, the contact i online, i!le, an! t#an itionin* )#o&an available tate$ Thi tat% i et b' L'nc$

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(% ' 5Inactive6Thi contact i en*a*e! in a &eetin*, b%t hi o# he# co&"%te# ha been inactive)o# 4 &in%te $ In thi tate, the contact i online, i!le, an! t#an itionin* )#o& a(% ' tate$ Thi tat% i et b' L'nc$

O))line

The contact i not available$ Thi tat% i !i "la'e! )o# the )ollo.in* #ea on +

The contact ha &an%all' et hi o# he# "#e ence tat% to +ppear/ffline $

L'nc i not #%nnin* on the contact2 co&"%te#, o# the contact ha noti*ne! in$

The contact ha bloc-e! 'o% )#o& eein* hi o# he# "#e ence tat% $

P#e ence%n-no.n

L'nc cannot !ete#&ine the tat% o) the contact$ Thi tat% i % %all' !i "la'e!beca% e the contact2 "#e ence tat% i to#e! in anothe# co&"%te# ' te&, %cha that o) an o#*ani7ation that i not a )e!e#ate! "a#tne#$

(loc-e!Thi in!icato# i !i "la'e! in 'o%# Contact Li t ne0t to the na&e 'o% have bloc-e!$

To the "e# on 'o% have bloc-e!, 'o% a""ea# to be o))line$

Note that thi "e#)o#&ance %""o#t !oe not #e"lace the AAM$ It ho%l! be #ea! in con8%nction .ith thea""licable AAM to"ic , a the &an%al tate the #e9%i#e&ent o) o%# a%!it a""#oach an! "#ovi!e )%#the#*%i!ance$

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12 PS_Phone Etiquette AS2 V12

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