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What is Telephone Etiquettes<br />The Essence of<br /> dealing with people ,<br /> politely and efficiently <br />over the phone<br /> can be boiled down to……<br />Telephone Etiquettes<br />3<br />
Pre-calling guidelines<br />Before the call always have purpose in mind<br />If you are calling in relation to a meeting then prepare an agenda<br />Identify a second point of contact<br />For a conference call identify a coordinator or a leader to lead the call<br />Answer calls promptly – within 3 rings<br />5<br />
Pre-calling guidelines<br />Before picking up the receiver, discontinue any other <br />Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party<br />Keep a note pad and pen handy at your desk<br />Smile as you pick the phone – the caller will hear it in your voice<br />6<br />
In coming call<br />When receiving an incoming call always identify yourself for example<br />“Jaya speaking”,<br />“This is Dev here”<br />8<br />
Outgoing calls<br />When making an outgoing call<br />Introduce yourself and the company you are calling from. <br />If you are routed to a receptionist or operator, also include the name of the person you’re trying to reach for example,<br />“Hello, this is Jaya from VanSight. May I speak with Mr. Patel?” <br />9<br />
In case of an unscheduled call:<br />Do not call very early or late in the day<br />State the purpose of the call as soon as possible<br />Be sure to ask if it is a convenient time to speak<br />If no check for callback time<br />10<br />
In case of an scheduled call:<br />Greet the client as per his time zone<br />Introduction<br />Repeat the agenda of the meeting<br />Introduce who is with you<br />Send minutes of the call<br />11<br />
During the call guidelines<br />Speak slowly, enunciate clearly and spell out words if necessary<br />Use plain English and avoid unnecessary jargon and acronyms<br />Focus your full attention on the caller and the conversation<br />12<br />
During the call guidelines<br />Use active listening to clarify and check for under-standing<br />Assertiveness<br />Build rapport to ease the conversation<br />It pays to write down the client’s name and use it regularly in your conversation.<br />13<br />
Why??<br />It’s a basic courtesy<br />People who do two things at a time don’t do either one very well<br />When you split your attention, you’re likely to lose something important the client says<br />15<br />
How to Purchase & Download full Course from VanSight.<br />16<br />Download Presentation from <br />www.vansight.net<br />
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