Telephone Courtesy Guidelines

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It is important to use the great communicator (telephone) right. I noticed that some employees still answering the telephone at work by saying "hallo...!!" -- shame!. This presentation covers the basics of the topic.

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Telephone Courtesy Guidelines

  1. 1. GUIDELINES Morsy I. M. 1
  2. 2. TELEPHONE COURTESY THE MOMENT YOU ANSWER THE PHONE: You are your company. You are the most important person at work. The telephone has placed you in the front line. Your behaviour throughout the call will be seen as the attitude of the company. You are fully responsible to know various features and correct operating procedures of your telephone system. You have to use quot;Sirquot;, quot;Thank Youquot;, and quot;Pleasequot;, liberally during your conversation. The key to a successful telephone Your challenge is to make up for all call is to simply remember that that lost nonverbal communication your customer cannot see you. by using your voice effectively. 2
  3. 3. I. The Start (A. STAFF START . . .) 1. Answer All Telephone Calls Promptly & Quickly. Within the first three rings. 2. Start Each Telephone Call Politely and Informatively. a) A nice welcome phrase: quot;Good Morning (Good Afternoon)quot; b) Identify your place of business: quot;(your) Department & Locationquot; c) Identify yourself: quot;name and positionquot; d) Offer your help politely: quot;May I help you, SIR?quot; 3. Speak Clearly and Pleasantly. Don't be too informal. Always be respectful. 3
  4. 4. 4. Smile. It helps your voice to sound sociable. 5. Establish and Use Other Person's Name Early in the Telephone Conversation. If You Don't Know His Name Ask: quot;May I know who is calling, please?quot; 6. Get Permission When Using Speaker Phones. quot;May I put you on the speaker phone, so that Mr. ... can join us in the conversation?quot; THE FIRST IMPRESSION ABOUT THE COMPANY IS BUILD THROUGH THE OPERATOR'S OPENING RESPONSE 4
  5. 5. I. The Start (B. OPERATOR'S START . . .) 1. Answer All Telephone Calls Quickly, Quickly, Quickly, Quickly, . . . WITHIN THE FIRST RING. Start The Call Politely By, A NICE WELCOME PHRASE: quot;Good Morning (Good Afternoon)quot; IDENTIFY YOUR PLACE OF BUSINESS: quot;(your) Company name - (your) Divisionquot; OFFER YOUR HELP: quot;May I help you, SIR?quot; 2. Take Enough Information, That You Can Make A Right Connection FOLLOW THE CALL UNTIL ANSWERED 5
  6. 6. CAPSULATION OPERATOR'S ANSWER Good Morning / Good Afternoon. Company Name. May I Help You, Sir. 6
  7. 7. II. The Message 1. Listen. a) Resist the temptation to interrupt. b) Record and read back key points. c) Demonstrate that you are listening by making quot;continuity noisesquot; such as: quot;yesquot;, quot;exactlyquot;, quot;please continuequot;. 2. Concentrate. Give the telephone conversation your undivided attention. 3. Be prepared. a) Be in the right place to take the call. b) Have the right information at hand. c) Have your writing hand free. d) Have a pen and paper ready. 4. If the Customer Asks for A Specific Person Who is Busy, Offer Your Assistance Instead. 7
  8. 8. 5. Use HOLD Very Carefully. a) When placing a customer on hold, be sure to explain the reason, and ask if the customer minds. b) If you put a customer on hold, it is your responsibility to see that the call is completed. c) Never leave a caller on hold more than 30 seconds. 6. Tactfully Handle Calls at Inconvenient Times. a) Never rush the caller. It is threatening. b) Never shout, or raise your voice. It is rude. 8
  9. 9. III. The Close 1. Be helpful. Volunteer help, don't wait to be asked. 2. Summarise. a) Finish by recapping exactly what you are going to do as a result of the telephone conversation. b) Take any promised action immediately. 3. Don't Forget to End the Call Politely. quot;Thank You for Calling, Sir.quot; 9
  10. 10. CAPSULATION STAFF 1. Answer Telephone Quickly. 2. Speak Pleasantly. 3. Identify Yourself. 4. Offer Your Help. 5. Liberally Use : quot;Sirquot;, quot;Pleasequot;, quot;Thank Youquot; 6. Take Promised Action Now. 10
  11. 11. CAPSULATION OPERATOR 1. Answer Telephone Quickly. 2. Speak Pleasantly, Be Welcoming. 3. Identify Your Place of Business. 4. Offer Your Help. 5. Liberally Use : quot;Sirquot;, quot;Pleasequot;, quot;Thank Youquot; 11
  12. 12. OPERATOR'S ANSWER Good Morning / Good Afternoon. Company Name. May I Help You, Sir. 12

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