PHONE ETIQUETTES
WORK

AT
BRIEF OVERVIEW


Whether you work in an office or call center, there is a
right and wrong way to talk on the workplace te...
“FIRST IMPRESSION IS THE LAST
IMPRESSION”
CONTD…


For this reason, it is best to make sure each call received
is handled with excellence



Phone Etiquettes simp...
ESSENTIALS OF PHONE ETIQUETTES
Make sure you identify yourself, speak clearly and are
smiling as you answer the phone.
 B...
CONTD…
Never interrupt the person while he/she is talking to you.
 Never engage in an argument with a caller.
 Do not ha...
CONTD…
Learn how to handle several callers simultaneously with
ease and grace.
 Return calls promptly that have been left...
NOTE DOWN THE MESSAGE OR
IMPORTANT POINTS
CONTD…
Always make collection calls in private and away from the
patient flow or public areas.
 If possible, provide a te...
TYPES OF CONVERSATION
CORRECT WAY


Answer using your name, title and ask how can you help



Always leave your phone number and speak slowly
...
INCORRECT

WAY



Eat when you are on phone



Put someone on speaker phone



Talk with others



Say anything that y...
COMPONENTS OF AN E-MAIL

http://www.moocsengine.com
http://www.facebook.com/moocsengineonline
Phone  etiquettes  at  work
Phone  etiquettes  at  work
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Phone etiquettes at work

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I. Whether you work in an office or call center, there is a right and wrong way to talk on the workplace telephone.

II. When answering the phone, you become the face of the company.

III. How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth.

IV. If the call leaves a bad taste in the customer's mouth, you may lose his business.

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Phone etiquettes at work

  1. 1. PHONE ETIQUETTES WORK AT
  2. 2. BRIEF OVERVIEW  Whether you work in an office or call center, there is a right and wrong way to talk on the workplace telephone.  When answering the phone, you become the face of the company.  How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth.  If the call leaves a bad taste in the customer's mouth, you may lose his business.
  3. 3. “FIRST IMPRESSION IS THE LAST IMPRESSION”
  4. 4. CONTD…  For this reason, it is best to make sure each call received is handled with excellence  Phone Etiquettes simply mean etiquette on the telephone so its important to notice your tone.  Never slam the phone on people, do not play pranks, do not drop the phone suddenly, do not keep the caller waiting for too
  5. 5. ESSENTIALS OF PHONE ETIQUETTES Make sure you identify yourself, speak clearly and are smiling as you answer the phone.  Before placing a caller on hold, ask for their permission first and thank them next.  It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.  Do not forget to return a call as promised.  Do not permit the phone to ring into the office more than three times.  Always use a pleasant, congenial and friendly tone. 
  6. 6. CONTD… Never interrupt the person while he/she is talking to you.  Never engage in an argument with a caller.  Do not handle an unhappy caller's concern openly at the checkin-checkout desk.  Do not make it a habit of receiving personal calls at work.  Do not answer the phone if you are eating or chewing gum.  Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call. 
  7. 7. CONTD… Learn how to handle several callers simultaneously with ease and grace.  Return calls promptly that have been left on voice mail and ansafones.  Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.  Do not leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department." 
  8. 8. NOTE DOWN THE MESSAGE OR IMPORTANT POINTS
  9. 9. CONTD… Always make collection calls in private and away from the patient flow or public areas.  If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.  Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless you have been given permission to do so.  When hanging up the phone, make sure the caller or person called hangs up first. Always hang up the phone, gently. 
  10. 10. TYPES OF CONVERSATION
  11. 11. CORRECT WAY  Answer using your name, title and ask how can you help  Always leave your phone number and speak slowly  Leave a short, detailed message  Return calls in a timely manner  Smile when you answer the phone
  12. 12. INCORRECT WAY  Eat when you are on phone  Put someone on speaker phone  Talk with others  Say anything that you don’t want the caller to hear  Answer the phone if you are not prepared  Answer calls when you are in office or in a meeting
  13. 13. COMPONENTS OF AN E-MAIL http://www.moocsengine.com http://www.facebook.com/moocsengineonline
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