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Telephone Etiquette

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Telephone Etiquette Training from MMM Training Solutions(www.mmmts.com)

Telephone Etiquette Training from MMM Training Solutions(www.mmmts.com)

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  • 1. Telephone Etiquette
    • MMM Training Solutions
    • Contact: Pramila Mathew
    • Mobile: +91 98409 88449
    • Website: www.mmmts.com
  • 2. Telephone Etiquette
  • 3. Answering the Telephone
    • Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness.
    • Greet the caller, e.g. “hello”, “good morning”. Good manners shows you respect the caller.
    • 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.
    • 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.
    • The greeting is key, it sets the tone and style of the whole interaction.
  • 4. “ Good morning, thanks for calling the ABC Hotel, my name is XYZ, how may I help you?”
  • 5. Telephone Etiquette Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804 Tone of Voice 86% Words 14%
  • 6.
    • Customer forms a mental PICTURE of you.
      • P – PITCH
      • I – INFLECTION
      • C – COURTESY
      • T – TONE
      • U - UNDERSTANDING
      • R – RATE
      • E - ENUNCIATION
    Telephone Etiquette
  • 7. Interviewing Techniques
  • 8. Interviewing Techniques
    • Checking facts & asking for specific information
    • Counter productive questions
    • Dealing with mistakes
    • Using summaries
    • Using the pause
    • Key words repetition
    • Showing empathy with your client
    • Using supportive statements
    • Providing non-verbal encouragement
    • Linking questions
    • Probing questions
    • Open-ended questions / Closed-ended questions
  • 9. Personal Qualities For Phone Work
    • Being Thick-skinned
    • Professionalism
    • Quick thinking
    • Self Esteem
    • Flexibility
    • Sense of Humor
    • Persistence
    • Determination
    • Enthusiasm
    • Self Motivation
  • 10. Tips for Telephone Etiquette
  • 11. Tips for Telephone Etiquette
    • Before you answer, be prepared:
      • Have your computer switched on.
      • Have pens, pencils and notepad ready.
    • In answering the phone:
      • Answer calls promptly by the second or third ring.
      • Smile as you pick up the phone.
      • Use your ‘telephone’ voice, controlling your volume and speed.
      • Project a tone that is enthusiastic, natural, attentive and respectful.
      • Greet the Customer, identify your Company and yourself.
  • 12. Tips for Telephone Etiquette
    • In the course of the conversation:
      • Focus your attention on the Customer.
      • Enunciate/articulate clearly. Speak distinctly.
      • Use simple English – avoid Jargon and Acronyms.
      • Use action specific words and directions.
      • Use the Customer’s name during the conversation.
      • Always speak calmly and choose your words naturally.
  • 13. Tips for Telephone Etiquette
    • Avoid forbidden phrases:
      • “ I don’t know.”
      • “ I/we can’t do that.”
      • “ You’ll have to….”
      • “ Just a second.”
      • “ No.”
  • 14. Handling Irate Customers
    • The first step in handling an Irate Caller is to simply hear the other person out. Listen intently . Allow the Customer to vent some frustration.
    • Empathizing allows you to understand another person’s motives without requiring you to agree with them.
  • 15. 5 Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Opening the Call (Greeting & Introduction) Building Rapport & Identifying Customer Need (Question) Collecting/ Verifying of Information (Paraphrase) Provide Customer Solutions, Alternatives or Information Get Customer Buy-in; Establish Next Steps; Close the call (Summarize)
  • 16. Contact Information
    • MMM TRAINING SOLUTIONS
    • 59/29, College Road,
    • Nungambakkam, Chennai – 600006.
    • Landline: +91-44-42317735
    • Website: www.mmmts.com
    Pramila Mathew - Training Consultant and Executive Coach Mobile : +91-9840988449 ; E-mail : [email_address] Vikas Vinayachandran - Training Consultant Mobile : +91-9840932894 ; E-mail : [email_address]