Telephon my
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Telephon my Telephon my Presentation Transcript

  • TELEPHONE ETIQUETTEPresented by:-ROSHNI KAPOOR (6942)
  • Etiquette is a code ofbehaviour that delineates expectations for social behaviour according tocontemporary conventionalnorms within asociety, social class, or group.
  • TELEPHONEETIQUETTE
  • THE ESSENCE OF DEALING WITHPEOPLE POLITELYAND EFFICIENTLYOVER THE PHONE CAN BE BOILED DOWN TO TELEPHONE ETIQUETTE
  • Different etiquette with different people
  • BASICTELEPHONEETTIQUETTE
  • Pre-calling Guidelines Before the call always have a purpose in your mind Answers call promptly-within three rings Before picking up the receiver discontinue any other Conversation or activity such as chew gum or typing etc should be stopped Keep a note pad and pen at your desk Phone calls generally should not be made before 7:00 in the morning or after 9:30/10:00 at night. Try to avoid mealtimes.
  • WELCOME- the GRAND opening
  • ANSWERING THE TELEPHONE Call should be receive in 3 rings. Greet the person. Introduction of yourself. How can I help you?Greeting is the key , sets the tone and style of whole interaction.
  • Inanswering the call
  • Smile as you pick up the phone.Use your ‘telephone’ voice, controlling your volume and speed.Project a tone that is enthusiastic , natural, attentive and respectful.
  • In the course of conversation:-  Focus your attention on the whom you are talking.  Speak distinctly  Avoid jargon and acronyms.  Always speak calmly and choose your words naturally.  Avoid forbidden phrases : NO,I DON’T KNOW etc.
  • Outgoing calls  Turn off television  Introduce yourself.  Greet  Be friendly, dont waste time, get to the point of call.  Listen actively what the other party said.  Ask for permission before placing someone on speaker.  If dialed any wrong number then apologize.
  • The person who is talking to you on phone forms aPICTURE of you in mind….
  • OTHER TELEPHONE ETIQUETTE… Never interrupt the person while he/she is talking to you. Do not make it a habit of receiving personal calls at work. When leaving a phone message, always state your name, company, phone number and reason for calling. Do not stammer or stutter and use up an unreasonable amount of time. Don’t keep the call on hold for more than 60 seconds and say thanks for holding call too.•Use common sense
  • IT’s NOT WHAT YOUSAY THAT COUNTS , IT’s WHAT THEY HEAR..
  • Wouldn’t it be a better world if we alltreated each other the way we wish to betreated? When you’re on the telephonewith a customer, you should treat thecaller with the same dignity and respectyou extend to the owner of yourcompany.
  • Cell phoneetiquette
  • Cell phone etiquette involves common courtesy when using a cell phone in public, designed to make public places moreDon’t talk loudly in enjoyable for all.public placeLights Out, Phone Off.Observe the 10-footProximity Rule.Use Common Sense.Keep It Short.