JAS•USA Phone etiquette

2,419 views
2,222 views

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
2,419
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • Stop~ breath ~ smile ~ then answer the call\nVideo 1\n
  • JAS•USA Phone etiquette

    1. 1. Phone Etiquette Training
    2. 2. Phone Etiquette Training Greeting A Caller
    3. 3. Phone Etiquette Training Greeting A Caller Answer before the third ring.Cease all other conversations before you pick up the phone.Use a cheerful tone of voice.
    4. 4. Phone Etiquette Training Greeting A Caller
    5. 5. Phone Etiquette Training Greeting A Caller
    6. 6. Phone Etiquette Training Greeting A CallerThe standard JAS Forwarding greeting for answering all incomingcalls is:
    7. 7. Phone Etiquette Training Greeting A Caller The standard JAS Forwarding greeting for answering all incoming calls is:“Good morning/afternoon. JAS Forwarding, how may I help you?”
    8. 8. Phone Etiquette Training Greeting A Caller The standard JAS Forwarding greeting for answering all incoming calls is:“Good morning/afternoon. JAS Forwarding, how may I help you?” The standard greeting for answering an internally transferred call is:
    9. 9. Phone Etiquette Training Greeting A Caller The standard JAS Forwarding greeting for answering all incoming calls is:“Good morning/afternoon. JAS Forwarding, how may I help you?” The standard greeting for answering an internally transferred call is:“Good morning/afternoon. This is [your name].”
    10. 10. Phone Etiquette Training Greeting A Caller The standard JAS Forwarding greeting for answering all incoming calls is:“Good morning/afternoon. JAS Forwarding, how may I help you?” The standard greeting for answering an internally transferred call is:“Good morning/afternoon. This is [your name].”
    11. 11. Phone Etiquette Training Greeting A Caller The standard JAS Forwarding greeting for answering all incoming calls is:“Good morning/afternoon. JAS Forwarding, how may I help you?” The standard greeting for answering an internally transferred call is:“Good morning/afternoon. This is [your name].” JAS USA will answer calls using “JAS Forwarding”
    12. 12. Phone Etiquette Training Greeting A Caller The standard JAS Forwarding greeting for answering all incoming calls is:“Good morning/afternoon. JAS Forwarding, how may I help you?” The standard greeting for answering an internally transferred call is:“Good morning/afternoon. This is [your name].” JAS USA will answer calls using “JAS Forwarding”• JAS Worldwide will want to answer as “JAS Worldwide”.
    13. 13. Phone Etiquette Training Greeting A Caller“Good morning/afternoon. JAS Forwarding, how may I help you?” The standard greeting for answering an internally transferred call is:“Good morning/afternoon. This is [your name].” JAS USA will answer calls using “JAS Forwarding”• JAS Worldwide will want to answer as “JAS Worldwide”.
    14. 14. Phone Etiquette Training Greeting A Caller The standard greeting for answering an internally transferred call is:“Good morning/afternoon. This is [your name].” JAS USA will answer calls using “JAS Forwarding”• JAS Worldwide will want to answer as “JAS Worldwide”.
    15. 15. Phone Etiquette Training Greeting A Caller“Good morning/afternoon. This is [your name].” JAS USA will answer calls using “JAS Forwarding”• JAS Worldwide will want to answer as “JAS Worldwide”.
    16. 16. Phone Etiquette Training Greeting A Caller JAS USA will answer calls using “JAS Forwarding”• JAS Worldwide will want to answer as “JAS Worldwide”.
    17. 17. Phone Etiquette Training Greeting A Caller JAS USA will answer calls using “JAS Forwarding”• JAS Worldwide will want to answer as “JAS Worldwide”.
    18. 18. Phone Etiquette Training Greeting A Caller• JAS Worldwide will want to answer as “JAS Worldwide”.
    19. 19. Phone Etiquette Training Greeting A Caller
    20. 20. Phone Etiquette Training Placing a Call on Hold
    21. 21. Phone Etiquette Training Placing a Call on Hold Always ask for the caller’s permission.
    22. 22. Phone Etiquette Training Placing a Call on Hold Always ask for the caller’s permission. Do not leave the caller on hold for more than one minute.
    23. 23. Phone Etiquette Training Placing a Call on Hold Always ask for the caller’s permission. Do not leave the caller on hold for more than one minute. Please resume the call to convey the reason for a longer hold.
    24. 24. Phone Etiquette Training Placing a Call on Hold Do not leave the caller on hold for more than one minute. Please resume the call to convey the reason for a longer hold.
    25. 25. Phone Etiquette Training Placing a Call on Hold Please resume the call to convey the reason for a longer hold.
    26. 26. Phone Etiquette Training Placing a Call on Hold
    27. 27. Phone Etiquette Training Transferring a Call
    28. 28. Phone Etiquette Training Transferring a CallTransfer the caller to the appropriate person ordepartment.  
    29. 29. Phone Etiquette Training Transferring a CallTransfer the caller to the appropriate person ordepartment.  Make sure that your colleague is available to answer thecall first.
    30. 30. Phone Etiquette Training Transferring a Call If he/she is unavailable, please offer the caller the following options:
    31. 31. Phone Etiquette Training Transferring a Call If he/she is unavailable, please offer the caller the following options: If he/she is unavailable, please offer the caller the following options: take a message for them; transfer them to voicemail and allow them to leave a message; offer to let them speak to another individual for assistance.
    32. 32. Phone Etiquette Training Transferring a Call
    33. 33. Phone Etiquette Training Transferring a CallExplain to the caller who you are transferring their call toand why.
    34. 34. Phone Etiquette Training Transferring a CallExplain to the caller who you are transferring their call toand why.DO NOT just transfer the caller to voicemail withoutpermission. 
    35. 35. Phone Etiquette Training Transferring a Call
    36. 36. Phone Etiquette Training Transferring a Call For branches with a receptionist:
    37. 37. Phone Etiquette Training Transferring a Call For branches with a receptionist: If the individual to whom you transferred the call does not answer after 5 rings, the call should go back to the receptionist who will then offer the previously stated options.
    38. 38. Phone Etiquette Training Handling Multiple Calls
    39. 39. Phone Etiquette Training Handling Multiple CallsFor branches with a receptionist:
    40. 40. Phone Etiquette Training Handling Multiple CallsFor branches with a receptionist: Ask the caller to place them on hold while you answer the other call.
    41. 41. Phone Etiquette Training Handling Multiple CallsFor branches with a receptionist: Ask the caller to place them on hold while you answer the other call. If the new caller requires extra time, ask to place them on hold while you finish helping the previous caller.
    42. 42. Phone Etiquette Training Handling Multiple Calls Ask the caller to place them on hold while you answer the other call. If the new caller requires extra time, ask to place them on hold while you finish helping the previous caller.
    43. 43. Phone Etiquette Training Handling Multiple Calls If the new caller requires extra time, ask to place them on hold while you finish helping the previous caller.
    44. 44. Phone Etiquette Training Handling Multiple Calls
    45. 45. Phone Etiquette Training Be Calm, Be Helpful
    46. 46. Phone Etiquette Training Be Calm, Be Helpful Our clients and business associates are of vital importance to us.
    47. 47. Phone Etiquette Training Be Calm, Be Helpful Our clients and business associates are of vital importance to us. Use positive phrases such as,
    48. 48. Phone Etiquette Training Be Calm, Be Helpful Our clients and business associates are of vital importance to us. Use positive phrases such as, “I understand” and “Let me find out how we can help you”.
    49. 49. Phone Etiquette Training Be Calm, Be Helpful Our clients and business associates are of vital importance to us. Use positive phrases such as, “I understand” and “Let me find out how we can help you”. NEVER tell a caller,
    50. 50. Phone Etiquette Training Be Calm, Be Helpful Our clients and business associates are of vital importance to us. Use positive phrases such as, “I understand” and “Let me find out how we can help you”. NEVER tell a caller, “You’re wrong” or “That’s not my job”.
    51. 51. Phone Etiquette Training Be Calm, Be Helpful
    52. 52. Phone Etiquette Training Be Calm, Be Helpful If you do not know the answer, please find someone who does.
    53. 53. Phone Etiquette Training Be Calm, Be Helpful If you do not know the answer, please find someone who does. Do not simply transfer the call to someone else blindly.
    54. 54. Phone Etiquette Training Be Calm, Be Helpful Do not simply transfer the call to someone else blindly.
    55. 55. Phone Etiquette Training Be Calm, Be Helpful
    56. 56. Phone Etiquette Training Voicemail Messages
    57. 57. Phone Etiquette Training Voicemail Messages Voicemail messages should be returned within two hours of receiving the message.
    58. 58. Phone Etiquette Training Voicemail Messages Voicemail messages should be returned within two hours of receiving the message. Set up your voicemail to be accessible through email.
    59. 59. Phone Etiquette Training Voicemail Messages
    60. 60. Phone Etiquette Training Voicemail Messages Make sure your voicemail is set up.
    61. 61. Phone Etiquette Training Voicemail Messages Make sure your voicemail is set up. Your voicemail greeting should include your name and department.
    62. 62. Phone Etiquette Training Voicemail Messages
    63. 63. Phone Etiquette Training Voicemail Messages If you are going to be a away from the office for an extended period of time:
    64. 64. Phone Etiquette Training Voicemail Messages If you are going to be a away from the office for an extended period of time: Include alternate contact information, either for you or for another employee who can assist the caller until you return to the office.
    65. 65. Phone Etiquette Training Voicemail Messages
    66. 66. Phone Etiquette Training Voicemail Messages Make sure to clean out your voicemail box regularly.
    67. 67. Phone Etiquette Training Voicemail Messages Make sure to clean out your voicemail box regularly. When leaving a voicemail message remember to include your name, our company name, and your contact information.
    68. 68. Thank you for your attention!

    ×