Business phone etiquette


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Business phone etiquette

  1. 1. Business Phone Etiquette
  2. 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. 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. 4. Don’ts Frown  Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
  5. 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. 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. 7. Mental P.I.C.T.U.R.E. C – ourtesy  Common, everyday applies the same as face-to- face 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. 8. Mental P.I.C.T.U.R.E. U – nderstanding  Avoid talking with anything in your mouth (gum, pencil) R – ate  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. 9. Keys to Good Listening Limit your talking  Can’t talk and listen at the same time Don’t Interrupt  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. 10. Keys to Good Listening Take Notes  Helps you remember important points Listen for ideas….not just words  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. 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. 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. 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. 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. 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. 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. 17.  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