Telehone etiquette

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Telehone etiquette

  1. 1. Telephone Skills
  2. 2. Fact  The phone could become one of the most    powerful, efficient cost effective tools you have at your disposal.
  3. 3. Fact Whether you use the phone:    for job applications as part of your job when you’re employed telephone manners are a crucial components of a professional image
  4. 4. Fact  Your voice is your personality over the telephone. It makes an immediate impression that can portray you as:     friendly or distant confident or timid spontaneous or mechanical relaxed or nervous
  5. 5. Fact Many of us feel awkward about using the phone. WHY?    We can’t see facial expressions. We can’t see what the other person is doing. We can’t use illustrations to help them understand.
  6. 6. Telephone Handling Training    Rule 1 : Answer Promptly Rule 2 : Pleasant Greeting & Tone Rule 3 : Smile on the Phone
  7. 7. Do Smile when you’re on the phone, the other person will hear it as it completely changes the sound of your voice!
  8. 8. Telephone Handling Training   Rule 3 : Use the Caller’s Name Rule 4 : No Using Industry Jargon
  9. 9. Do   Listen and respond to the person on the other end of the line. When you focus on them the phone call becomes much more conversational.
  10. 10. Telephone Handling Training    Rule 5 : Vary Your Tone Rule 6 : Speak Slowly Rule 7 : No Distractions
  11. 11. Don’t    Do things like doodle or read while on the phone, the person you’re talking to will know you’re distracted! Answer the phone with food in your mouth, the other person will hear it! Speak Too Fast
  12. 12. Telephone Handling Training   Rule 8 : Listen Attentively Rule 9 : Repeat Information Back
  13. 13. Time to practise  Scenario 1 of a phone call  Dos and Don’ts of your reply
  14. 14. Time to practise  Scenario 2 of a phone call  Dos and Don’ts of your reply
  15. 15. The Telephone A Business Tool
  16. 16. Answering The Phone     Greet the caller State the company (or department) Introduce yourself (if phone received at department) Offer your help “ Namaste, Clarks Inn, How may I help you?”
  17. 17. Taking Messages 1. 2. 3. 4. 5. 6. 7. The date and time of the call Who the message is for The name of the caller The company/dept of the caller The telephone number of the caller A brief message Name of person who took the message
  18. 18. Ending The Call    Thank the caller Assure that promises will be fulfilled Leave the caller with a positive feeling “Thank you for calling, Clarks Inn. Namaste”
  19. 19. Telephone Skills End

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