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By: Ompad Mohanty
Manager CC&R Copyright 2013 © Ompad Mohanty
What is your role?
•Manjunath
•Pavani
•Usha
•Vishalini
•Santoshi
Copyright 2013 © Ompad Mohanty
• Critical to any business is the roles and responsibilities of
the people within the company who face
customers/vendors.
• People judge us, our standards by the way we deal with
them, and its their impression which makes us a brand of
choice.
• Employees who face clients or vendors are the ones who
are the face of the company and direct
advocates/ambassadors of the company.
• Treat people courteously and learn to engage them in
small talk, and you can build long-lasting beneficial
relationships.
Customer/Vendor Facing Roles-
Introduction
Copyright 2013 © Ompad Mohanty
Modes of Communication
• Phone
 Incoming
 Out-going
 Cold-calling
• Mail
 Direct Mailing
 Bulk Mailing
 Mail Response
• Face-to-face
 Walk-in
 With appointment
 Employee visiting customers
Copyright 2013 © Ompad Mohanty
Phone Calls Components
• Greet
• Introduce self and company
• Enquire personal details of the caller
• LISTEN ATTENTIVELY
• Understand their queries
• Respond to their queries/transfer to concerned person or
put on hold for finding the right response (transfer and
hold etiquettes example)
Copyright 2013 © Ompad Mohanty
• Always sound PLEASANT
• Always have ENERGY on Calls
• Always LISTEN ATTENTIVELY
• Be POLITE
• Be PATIENT
• Be HONEST (if you don’t know a specific answer, request them for
their patience and place them on hold so that you can find the right
resolution to their queries)
• Speak CLEARLY
• Speak SLOWLY
• APOLOGISE when you are unable to help on something and you
have to transfer/if you could not hear something and want them to
repeat.
• Before ending the call confirm if there is anything else you can
help with
Phone Call Do’s
Copyright 2013 © Ompad Mohanty
Phone Call Don'ts
•LIE to Customer
•PLACE ON HOLD before seeking permission
•Put on LONG HOLD
•TRANSFER without Permission
•Behave RUDELY
•Lose your PATIENCE
•Background NOISE
•AVOID the caller
•Respond in a LANGUAGE other than what the
customer begins the call with.
•HANG UP ON THE CUSTOMER
Copyright 2013 © Ompad Mohanty
Copyright 2013 © Ompad Mohanty
Email- Components
• Subject Line
• Greeting
• Introduction
• Main body-Purpose
• Conclusion (final statement/request/note)
• Closing
Copyright 2013 © Ompad Mohanty
Email-Do’s
• Always mention RELEVANT SUBJECT-short and
clear
• Be DIRECT, PLEASANT AND RESPECTFUL in
your greetings. (discuss situations and statements
during session)
• Check for SPELLING AND GRAMMAR
MISTAKES
• Be POLITE even while sending a
caution/warning/reminder
• Use words that have clear meaning and to the point.
Copyright 2013 © Ompad Mohanty
Copyright 2013 © Ompad Mohanty
Etiquettes training

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Etiquettes training

  • 1. By: Ompad Mohanty Manager CC&R Copyright 2013 © Ompad Mohanty
  • 2. What is your role? •Manjunath •Pavani •Usha •Vishalini •Santoshi Copyright 2013 © Ompad Mohanty
  • 3. • Critical to any business is the roles and responsibilities of the people within the company who face customers/vendors. • People judge us, our standards by the way we deal with them, and its their impression which makes us a brand of choice. • Employees who face clients or vendors are the ones who are the face of the company and direct advocates/ambassadors of the company. • Treat people courteously and learn to engage them in small talk, and you can build long-lasting beneficial relationships. Customer/Vendor Facing Roles- Introduction Copyright 2013 © Ompad Mohanty
  • 4. Modes of Communication • Phone  Incoming  Out-going  Cold-calling • Mail  Direct Mailing  Bulk Mailing  Mail Response • Face-to-face  Walk-in  With appointment  Employee visiting customers Copyright 2013 © Ompad Mohanty
  • 5. Phone Calls Components • Greet • Introduce self and company • Enquire personal details of the caller • LISTEN ATTENTIVELY • Understand their queries • Respond to their queries/transfer to concerned person or put on hold for finding the right response (transfer and hold etiquettes example) Copyright 2013 © Ompad Mohanty
  • 6. • Always sound PLEASANT • Always have ENERGY on Calls • Always LISTEN ATTENTIVELY • Be POLITE • Be PATIENT • Be HONEST (if you don’t know a specific answer, request them for their patience and place them on hold so that you can find the right resolution to their queries) • Speak CLEARLY • Speak SLOWLY • APOLOGISE when you are unable to help on something and you have to transfer/if you could not hear something and want them to repeat. • Before ending the call confirm if there is anything else you can help with Phone Call Do’s Copyright 2013 © Ompad Mohanty
  • 7. Phone Call Don'ts •LIE to Customer •PLACE ON HOLD before seeking permission •Put on LONG HOLD •TRANSFER without Permission •Behave RUDELY •Lose your PATIENCE •Background NOISE •AVOID the caller •Respond in a LANGUAGE other than what the customer begins the call with. •HANG UP ON THE CUSTOMER Copyright 2013 © Ompad Mohanty
  • 8. Copyright 2013 © Ompad Mohanty
  • 9. Email- Components • Subject Line • Greeting • Introduction • Main body-Purpose • Conclusion (final statement/request/note) • Closing Copyright 2013 © Ompad Mohanty
  • 10. Email-Do’s • Always mention RELEVANT SUBJECT-short and clear • Be DIRECT, PLEASANT AND RESPECTFUL in your greetings. (discuss situations and statements during session) • Check for SPELLING AND GRAMMAR MISTAKES • Be POLITE even while sending a caution/warning/reminder • Use words that have clear meaning and to the point. Copyright 2013 © Ompad Mohanty
  • 11. Copyright 2013 © Ompad Mohanty