Telephone Etiquette

Telephone Etiquettes
By VanSight

COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd
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What is Telephone Etiquettes
The Essence of
dealing with people ,
politely and efficiently
over the phone
can be boiled down to……
Telephone Etiquettes
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Basic Telephone Etiquette
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Pre-calling guidelines
Before the call always have purpose in mind
If you are calling in relation to a meeting then prepare an agenda
Identify a second point of contact
For a conference call identify a coordinator or a leader to lead the call
Answer calls promptly – within 3 rings
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Pre-calling guidelines
Before picking up the receiver, discontinue any other
Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party
Keep a note pad and pen handy at your desk
Smile as you pick the phone – the caller will hear it in your voice
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Welcome - The Grand Opening
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In coming call
When receiving an incoming call always identify yourself for example
“Jaya speaking”,
“This is Dev here”
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Outgoing calls
When making an outgoing call
Introduce yourself and the company you are calling from.
If you are routed to a receptionist or operator, also include the name of the person you’re trying to reach for example,
“Hello, this is Jaya from VanSight. May I speak with Mr. Patel?”
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In case of an unscheduled call:
Do not call very early or late in the day
State the purpose of the call as soon as possible
Be sure to ask if it is a convenient time to speak
If no check for callback time
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In case of an scheduled call:
Greet the client as per his time zone
Introduction
Repeat the agenda of the meeting
Introduce who is with you
Send minutes of the call
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During the call guidelines
Speak slowly, enunciate clearly and spell out words if necessary
Use plain English and avoid unnecessary jargon and acronyms
Focus your full attention on the caller and the conversation
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During the call guidelines
Use active listening to clarify and check for under-standing
Assertiveness
Build rapport to ease the conversation
It pays to write down the client’s name and use it regularly in your conversation.
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Concentrate Full Strength
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Why??
It’s a basic courtesy
People who do two things at a time don’t do either one very well
When you split your attention, you’re likely to lose something important the client says
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How to Purchase & Download full Course from VanSight.
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