Business Phone Etiquette


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Phone etiquettes one must keep in mind while handling business calls.

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Business Phone Etiquette

  1. 1. Presented byANUP
  2. 2. The Telephone and You Provide helpful hints and proventechniques Part of doing business means doingbusiness over the phone Phone is an important instrument indaily business
  3. 3. Ways to Sound as Good as You ReallyAre! Alertness Show that you are wide-awake, ready to engage in aconversation Pleasantness Put a smile in your voice  Naturalness Use, simple, straightforward lang.; avoid technicalterms/slang Distinctiveness Speaks directly into the phone; Use a normal tone ofvoice, the louder you are, the louder everyone elsebecomes Expressiveness Talk at a moderate rate and volume, but vary your voicetone
  4. 4. Don’ts Frown  Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
  5. 5. Do’s Smile  (they really can hear it!) Speak Clearly and Concisely Be Enthusiastic Lower the Pitch of your Voice Talk in a Positive Mood Listen/Discuss
  6. 6. Mental P.I.C.T.U.R.E. P – itchHigh or low? Low carries better and is alsomore pleasant I – nflectionUse voice to express ideas or moodsDon’t talk in a monotoneThe voice naturally rises on a questions orinquiryVoices fall at a “period,” decision orcompletion
  7. 7. Mental P.I.C.T.U.R.E. C – ourtesyCommon, everyday applies the same asface-to-face conversation T – oneMany times it is not what you say, but howyou say itVoice should reflect sincerity, pleasantness,confidence, and interest
  8. 8. Mental P.I.C.T.U.R.E. U – nderstandingAvoid talking with anything in your mouth (gum,pencil) R – ateRate of speech should be adapted to personalityof contact“Fast talkers” can arouse suspicion“Slow talkers” can be irritating E – nunciateClear enunciation will help avoidmisunderstanding and need to repeat yourself
  9. 9. Keys to Good Listening Limit your talkingCan’t talk and listen at the same time Don’t InterruptA pause doesn’t always mean the individualis finished speaking ConcentrateFocus on the conversation. Practice shuttingout outside distractions and personalconcerns
  10. 10. Keys to Good Listening Take NotesHelps you remember important points Listen for ideas….not just wordsGet the whole picture, not isolated bits andpieces InterjectionsAn occasional, “Yes,” “I see,” etc. showsthat your listening. However, don’t overusethem
  11. 11. Create a Good First Impression Try to answer the phone on the SECONDring Answer with a friendly greeting Smile  - it shows, even through the phone Ask the caller their name, even if theirname is not necessary for the call, and useit! Keep the phone two-finger widths fromyour mouth
  12. 12. Putting Callers on Hold Always ask for permission Examples“Would you holding while I get your file?”“Can you hold briefly while I see if Mr. Jonesis available?” Always thank the caller for holding
  13. 13. Transferring a Caller Always transfer the caller to the desiredperson’s extension, not to the operatorLimits number of transfersSaves the caller time from explaining issueagain Tell the caller who you are transferringthem to Announce the caller to the person youare transferring
  14. 14. Taking Phone Messages Phone Message should always include:Caller’s name and company name (ifapplicable)Time and Date of callWhat the call is regarding (if possible)If a follow up or return call is neededPhone number (office or home)
  15. 15. Leaving a Voice/Phone Message Phone Message should always include:Your name and company nameTime and Date of callWhat the call is regarding (brief)If a follow up or return call is neededPhone number (office or home) speakSLOWLY even repeat the phone number –include area code
  16. 16. Last Impressions Before ending the call, always…Make sure you answered all the caller’squestionsAlways end with e pleasantry:○ Have a nice day○ It was nice speaking with youLet the caller hand up first
  17. 17.  Don’t give more than your first name Don’t get personal, even if they do Be prepared for rejection – just apologize forbothering them and graciously get off thephone If you need help – get a supervisor Your Phone Message Greeting – make itprofessional