Robyn's Powerpoint

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Telephone powerpoint group project

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Robyn's Powerpoint

  1. 1. TELEPHONE ETIQUETTE
  2. 2. WHY IS USING AND ANSWERING THE TELEPHONE IMPORTANT? <ul><li>Main form of communication </li></ul><ul><li>Get your point across </li></ul>
  3. 3. WHEN DO YOU ANSWER THE PHONE? <ul><li>Always answer the phone before the third ring. </li></ul><ul><li>Be warm and enthusiastic </li></ul><ul><li>Welcome the caller courteously </li></ul>
  4. 4. WHAT TO SAY WHEN YOU ANSWER THE PHONE <ul><li>Introduce yourself and your business </li></ul><ul><li>Ask how you can be of assistance to them </li></ul><ul><li>Control your language </li></ul><ul><li>Don’t use slang or jargon </li></ul><ul><li>Be positive </li></ul>
  5. 5. WHAT TO SAY WHEN YOU ANSWER THE PHONE IN A SPECIFIC DEPARTMENT <ul><li>Introduce yourself with your name and state what department they have reached </li></ul><ul><li>Ask about assisting them </li></ul><ul><li>Speak in a slow, clear, and understandable manner so the caller doesn’t get confused </li></ul>
  6. 6. WHAT TO SAY WHEN PLACING SOMEONE ON HOLD <ul><li>Always ask if it’s alright to put the person on hold </li></ul><ul><li>Check-in with the person every 30 to 45 seconds with an update </li></ul><ul><li>Offer alternative choices </li></ul>
  7. 7. PROCEDURE FOR TRANSFERRING CALLS <ul><li>First ask the caller who they are calling for </li></ul><ul><li>When told who they want to speak to say something like “one moment, please.” </li></ul><ul><li>Make sure you send them through to the right person </li></ul><ul><li>When getting a call back make sure that the caller knows that you are the operator </li></ul><ul><li>Stay friendly </li></ul>

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