Business phone etiquette

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  • 1. Business Telephone Etiquette Done by: Shanellea Mcleggon
  • 2. The Telephone and You  Provide helpful hints and proven techniques  Part of doing business means doing business over the phone  Phone is an important instrument in daily business
  • 3. Ways to Sound as Good as You Really Are!      Alertness  Show that you are wide-awake, ready to engage in a conversation Pleasantness  Put a smile in your voice  Naturalness  Use, simple, straightforward lang.; avoid technical terms/slang Distinctiveness  Speaks directly into the phone; Use a normal tone of voice, the louder you are, the louder everyone else becomes Expressiveness  Talk at a moderate rate and volume, but vary your voice tone
  • 4. Don’ts       Frown  Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
  • 5. Do’s       Smile  (they really can hear it!) Speak Clearly and Concisely Be Enthusiastic Lower the Pitch of your Voice Talk in a Positive Mood Listen/Discuss
  • 6. Mental P.I.C.T.U.R.E.  P – itch   High or low? Low carries better and is also more pleasant I – nflection     Use voice to express ideas or moods Don’t talk in a monotone The voice naturally rises on a questions or inquiry Voices fall at a “period,” decision or completion
  • 7. Mental P.I.C.T.U.R.E.  C – ourtesy   Common, everyday applies the same as face-toface conversation T – one   Many times it is not what you say, but how you say it Voice should reflect sincerity, pleasantness, confidence, and interest
  • 8. Mental P.I.C.T.U.R.E.  U – nderstanding   R – ate     Avoid talking with anything in your mouth (gum, pencil) Rate of speech should be adapted to personality of contact “Fast talkers” can arouse suspicion “Slow talkers” can be irritating E – nunciate  Clear enunciation will help avoid misunderstanding and need to repeat yourself
  • 9. Keys to Good Listening  Limit your talking   Don’t Interrupt   Can’t talk and listen at the same time A pause doesn’t always mean the individual is finished speaking Concentrate  Focus on the conversation. Practice shutting out outside distractions and personal concerns
  • 10. Keys to Good Listening  Take Notes   Listen for ideas….not just words   Helps you remember important points Get the whole picture, not isolated bits and pieces Interjections  An occasional, “Yes,” “I see,” etc. shows that your listening. However, don’t overuse them
  • 11. Create a Good First Impression      Try to answer the phone on the SECOND ring Answer with a friendly greeting Smile  - it shows, even through the phone Ask the caller their name, even if their name is not necessary for the call, and use it! Keep the phone two-finger widths from your mouth
  • 12. Putting Callers on Hold  Always ask for permission  Examples    “Would you holding while I get your file?” “Can you hold briefly while I see if Mr. Jones is available?” Always thank the caller for holding
  • 13. Transferring a Caller  Always transfer the caller to the desired person’s extension, not to the operator   Limits number of transfers Saves the caller time from explaining issue again  Tell the caller who you are transferring them to  Announce the caller to the person you are transferring
  • 14. Taking Phone Messages  Phone Message should always include:      Caller’s name and company name (if applicable) Time and Date of call What the call is regarding (if possible) If a follow up or return call is needed Phone number (office or home)
  • 15. Leaving a Voice/Phone Message  Phone Message should always include:      Your name and company name Time and Date of call What the call is regarding (brief) If a follow up or return call is needed Phone number (office or home) speak SLOWLY even repeat the phone number – include area code
  • 16. Last Impressions  Before ending the call, always…   Make sure you answered all the caller’s questions Always end with e pleasantry: Have a nice day  It was nice speaking with you   Let the caller hand up first
  • 17. Last Impression cont.      Don’t give more than your first name Don’t get personal, even if they do Be prepared for rejection – just apologize for bothering them and graciously get off the phone If you need help – get a supervisor Your Phone Message Greeting – make it professional
  • 18. References  Dr. Alan Whitcomb & Gillian Clarke(2000),Office Procedures for CXC: Heinemann  S.Finisterre, L.Payne & J.Reid(2004), Office Administration for CXC: Longman