This document provides guidelines for proper telephone etiquette. It discusses best practices for receiving and making calls, such as identifying yourself clearly, being prepared with an agenda if calling about a meeting, and asking if it is a convenient time before speaking. It also recommends focusing full attention on the caller and conversation by avoiding distractions. Speaking clearly, using plain English, and building rapport are also advised to ease phone interactions. The document stresses that concentrating solely on the call is a basic courtesy and splits attention could cause missed details.

1. Telephone Etiquettes
By VanSight

2. COPYRIGHT 2009 VANSIGHT division of Synbiz
Solutions Pvt Ltd
• No part of this publication may be reproduced or transmitted in any form or for
any purpose without the express permission of VanSight Division of Synbiz
Solutions Pvt Ltd. The information contained herein may be changed without prior
notice.
• VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service
names mentioned and associated logos displayed are the trademarks of their
respective companies.
• Data contained in this document serves informational and educational purposes
only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd.
• This product contains training material for English or Soft Skills or Personality
Development. Synbiz assumes no responsibility for errors or omissions in this
document. Synbiz does not warrant the accuracy or completeness of the
information, text, graphics, links, or other items contained within this material.
This document is provided without a warranty of any kind, either express or
implied, including but not limited to the implied warranties of merchantability,
fitness for a particular purpose, or non-infringement.
2

3. What is Telephone Etiquettes
The Essence of
dealing with people ,
politely and efficiently
over the phone
can be boiled down to……
Telephone Etiquettes
3

4. Basic Telephone Etiquette
4

5. 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
5

6. 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
6

7. Welcome - The Grand Opening
7

8. In coming call
• When receiving an incoming
call always identify yourself
for example
• “Jaya speaking”,
• “This is Dev here”
8

9. 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?”
9

10. 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
10

11. 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
11

12. 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
12

13. 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.
13

14. Concentrate Full Strength
14

15. 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
15

16. How to Purchase & Download full Course from VanSight.
Download Presentation from
www.vansight.net
16