TELEPHONE ETIQUETTE

INTRODUCTIONThe ability to handle telephone calls properly is a quality most professionals should have. The correct use of the telephone can speed business, build good will, project the best possible image of your company, elevate your office in the eyes, and thus important to your own success.

DIFFERENT PHONE CALL SITUATIONS

Answering the Telephone Placing Calls Ending Calls Transferring Calls Placing a Call on-Hold Answering Multiple Calls Taking Messages Answering a Wrong Number Call Handling Angry Customers Over the Phone

1. Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness.2. Greet the caller, e.g. “Good Morning”. Good manners shows you respect the caller.3. Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service.

Answering the Telephone

4. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.

5. The greeting is key, it sets the tone and style of the whole interaction.

6. Never put the customer on hold for more than 30 seconds

Answering the Telephone

Answer call before the third

ring, calls beyond the third ring indicates

inactiveness in your office.

Greet the caller, for

example “Good Morning”. Good

manners indicate respect

for the caller.

Give your name and the name of the company/ Dept, for example ” JCFC, This is Rahul”. This is a courtesy statement that serve to introduce and personalizes the customer service experience.Ask the caller if or

how you can help them, for example “JCFC, This is Rahul, How may I assist you?” Asking to help tells the customer you are there to serve and solve his/her

Focus your attention on the caller.

WHILE ANSWERING A CALL

Telephone Etiquette

The tone plays a very important role as the guest cannot see you. Your voice sets up the perception in the Guest’s mind. Words that we use are also important but not as important as Tone in a telephone conversation.

Tone of Voice

86%

Words 14%

PHONE IMPRESSIONThe person on call forms a mental PICTURE of you. P – PITCH I – INFLECTION C – COURTESY T – TONE U - UNDERSTANDING R – RATE E - ENUNCIATION

PHONE CALL IMPRESSION

ENDING A CALLDIFFERENT PHONE CALL SITUATIONS

ANSWERING CALLS BEFORE ANSWERING A CALL, BE PREPARED;• Have a pen, pencil and notepad ready.• Have your computer on.• Ensure no noise at the background.

BEFORE PLACING A CALL, BE PREPARED;

• Know the name of the person you want to reach and how to pronounce it.

• Know what you need to say before placing the call will make your call brief and effective.

• Verify the phone number before calling.

PLACING CALLS CALLS

PLACING CALLS

• State your name along with the name of the person you are calling.

• Ask the caller if it is convenient to talk.• State your business as politely and

clear as possible.• Use the clients name during the

conversation.• Insist on calling back if the connection

is faulty. • The time is appropriate if you are

placing a call.

IN PLACING A CALL:

When the conversation is complete, do the following;

• Make sure that the caller has no more queries or message.

• Use “Goodbye, thank you for calling” to end the conversation.

• Make sure the caller drops down the receiver before you. This prevents the feeling that you may have cut them off intentionally.

ENDING CALLS

TRANSFER CATRANSFER CALLS ONLY IF YOU ARE UNABLE TO HELP THE

CALLER OR IF THE CALL IS MEANT FOR YOU FOR SOMEONE ELSE:

• Ask permission to transfer calls and explain the reason for the transfer.

• Let the caller know the name and department you are transferring the call to.

• Be sure you are transferring the caller to the proper person or department.

• If the caller complains about being transferred, suggest having the call returned instead.

• Give the new party any helpful information before completing the transfer.

• Never transfer a caller more than two times. • Know the transfer instructions for the telephone system so

that you do not cut off your caller!

TRANSFERRING CALLS

• Make sure its for a good reason.• Ask permission before placing a caller on hold. • Return to the line periodically.• Ask callers if they want to continue holding.• Indicate how long the delay could be.• Offer to call the person back if the wait will be long.• Never leave a customer on hold for longer than 30 Seconds.• Be courteous, respectful and professional.

PLACING A CALL ON HOLD

ANSWERING MULTIPLE CALLS• Place the first call on hold.• Answer the next call.• Complete the second call only if it

can be handled quickly.• Return to the initial call promptly.• Provide quality service that meets

or exceeds the customer’s expectations.

TAKING MESSAGES• Write a message, even if the caller indicates

they will call back.• Include the time and date.• Write legibly.• Verify the caller’s name and phone number by

repeating the information.• Include as much information as possible to

help the message recipient return the call.• Sign or initial the message slip and deliver

the message promptly.

TAKING MESSAGES

• Inform the caller politely that he/she reached a wrong number.

• Suggest that the caller recheck the number and dial again.

• If the caller is trying to reach a destination that you are familiar with or have an idea about, do your best to find the number and assist the caller in transferring the call.

ANSWERING A WRONG

NUMBER CALL

HANDLING ANGRY CUSTOMERS

• Do not allow yourself to get angry when a guest shouts.• Empathize. Express regret for the situation.

For example: “I’m sorry for the inconvenience.”• Find a way to agree with their circumstances.

For example: “I understand what you are going through. I’d be upset too if that happened to me.”

• Suggest alternatives for handling the problem that you have the authority and take responsibility for providing answers to the customer.

ACCEPTABLE PHRASES

UNACCEPTABLE PHRASES

1. ”Thank you, I’ll check,” or “I’ll see”2. “Yes ma'am/sir”.3. “One moment please, I’ll find out”4. “Yes, you may”.

1. ”You will have to wait”2. “Yeah”.3. “I do not know”4. “No, we cant”.

HAPPY CALLING