Your SlideShare is downloading. ×
Business Phone Etiquette
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Business Phone Etiquette

412
views

Published on

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

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

Published in: Business, Technology

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
412
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Presented byANUP CHAKRABORTY#9811222713AnupChakraborty@Yahoo.com
  • 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. 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. Don’ts Frown  Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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.  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