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Robyn's Powerpoint

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Telephone powerpoint group project

Telephone powerpoint group project

Published in: Business, Education

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  • Transcript

    • 1. TELEPHONE ETIQUETTE
    • 2. WHY IS USING AND ANSWERING THE TELEPHONE IMPORTANT?
      • Main form of communication
      • Get your point across
    • 3. WHEN DO YOU ANSWER THE PHONE?
      • Always answer the phone before the third ring.
      • Be warm and enthusiastic
      • Welcome the caller courteously
    • 4. WHAT TO SAY WHEN YOU ANSWER THE PHONE
      • Introduce yourself and your business
      • Ask how you can be of assistance to them
      • Control your language
      • Don’t use slang or jargon
      • Be positive
    • 5. WHAT TO SAY WHEN YOU ANSWER THE PHONE IN A SPECIFIC DEPARTMENT
      • Introduce yourself with your name and state what department they have reached
      • Ask about assisting them
      • Speak in a slow, clear, and understandable manner so the caller doesn’t get confused
    • 6. WHAT TO SAY WHEN PLACING SOMEONE ON HOLD
      • Always ask if it’s alright to put the person on hold
      • Check-in with the person every 30 to 45 seconds with an update
      • Offer alternative choices
    • 7. PROCEDURE FOR TRANSFERRING CALLS
      • First ask the caller who they are calling for
      • When told who they want to speak to say something like “one moment, please.”
      • Make sure you send them through to the right person
      • When getting a call back make sure that the caller knows that you are the operator
      • Stay friendly