TELEPHONE ETIQUETTES
PRESENTED BY:-PAREEK ANKUR MADHUSUDAN
ETIQUETTE What is Etiquette?
The customary code of polite behavior in society or among members of a particular profession or group
Why is Etiquette Important?
It shows a level of respect
It shows Courtesy to others
It influences a persons view of you
What do you think would happen if there was a lapse inEtiquette?
Negative overall perception
BUSINESS/CORPORATE ETIQUETTE What is Business Etiquette?
The set of unwritten rules governing proper behaviour in a business environment
Why is Business Etiquette important? It presents a seamless, mannered front to the rest of the world,
It increases the respect the world gives the business,
It results in a potentially more profitable corporation
What does Business Etiquette involve? The polite way to interact with others.
The way you speak or act in the presence of guests
The way you conduct yourself on the phone
TELEPHONE ETIQUETTE
Why is telephone Etiquette important?
When you answer the phone you are the representative of the home orbusiness that is being called
The impression that you make will influence the caller's opinion of yourhousehold or business
What is telephone Etiquette about?Telephone etiquette refers to a set of rules that apply when people makecalls to others or when they are receiving a phone call
WHAT CHARACTERISTICS DO YOU THINK CAN BENOTICED THROUGH THE PHONE?
Attentiveness
Friendliness
Sincerity
Good Listener
Smile
Articulate
Helpfulness
Confidence
Rate of Speech
Greeting
BEFORE MAKING/ TAKING A CALL
Vs.
TELEPHONE TECHNIQUES
Greeting
Placing a caller on hold
Transferring a call
Taking Messages
Closing the Call
Communication
Dealing with Difficult Callers
• Before the call always have purpose in mind
• If you are calling in relation to a meeting then prepare an agenda
• Identify a second point of contact
• For a conference call identify a coordinator or a leader to lead the call
• Answer calls promptly – within 3 rings
Pre-calling guidelines
Pre-calling guidelines• Before picking up the
receiver, discontinue any other
• Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party
• Keep a note pad and pen handy at your desk
• Smile as you pick the phone – the caller will hear it in your voice
TAKING A MESSAGE
QUICK TIPS FOR MAKING PHONE CALLS
Identify Yourself and who you represent
State your purpose
Apologise if you call a wrong number
Call at arranged time (if a time was specified)
Leave messages when asked (don’t get angry if you
don’t leave a message and can’t get through later).
Always be courteous (don’t be the “difficult” caller)
During the call guidelines• Speak slowly, enunciate
clearly and spell out words if necessary
• Use plain English and avoid unnecessary jargon and acronyms
• Focus your full attention on the caller and the conversation
During the call guidelines• Use active listening to
clarify and check for under-standing
• Assertiveness
• Build rapport to ease the conversation
• It pays to write down the client’s name and use it regularly in your conversation.
THINGS THAT AFFECT TELEPHONE ETIQUETTE
MULTI - TASKINGHi, I’m Ankur, and
I’m a Multi-Tasker!!
Concentrate Full Strength
Why??
• It’s a basic courtesy
• People who do two things at a time don’t do either one very well
• When you split your attention, you’re likely to lose something important the client says