Etiquette is a code ofbehaviour that delineates expectations for social behaviour according tocontemporary conventionalnorms within asociety, social class, or group.
THE ESSENCE OF DEALING WITHPEOPLE POLITELYAND EFFICIENTLYOVER THE PHONE CAN BE BOILED DOWN TO TELEPHONE ETIQUETTE
Different etiquette with different people
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 phone etiquette involves common courtesy when using a cell phone in public, designed to make public places moreDon’t talk loudly in enjoyable for all.public placeLights Out, Phone Off.Observe the 10-footProximity Rule.Use Common Sense.Keep It Short.