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Telephone Etiquette


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Telephone Etiquette for BPO

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Telephone Etiquette

  2. 2. Useful Telephone Tips <ul><li>All Incoming calls to be answered before the third ring </li></ul><ul><li>On answering, must greet the customer </li></ul><ul><li>Have a clear enunciation over the phone </li></ul><ul><li>When you leave a message on the Voice Machine, speak slowly and clearly, recording your name, number and the purpose of the call. </li></ul><ul><li>Follow the HOLD procedure </li></ul>
  3. 3. Useful Telephone Tips <ul><li>Never speak directly into the microphone, always keep the mouthpiece below your chin </li></ul><ul><li>Talk with a smile in your voice </li></ul><ul><li>Always keep a pen & paper along, while on calls </li></ul><ul><li>Do not leave the line ‘open’ when you’re talking to someone else. Use HOLD. </li></ul><ul><li>Use empathizing words to enhance your message. </li></ul><ul><li>Use MUTE appropriately </li></ul>
  4. 4. HOLD PROCEDURE <ul><li>The customer hears music when he is on Hold, hence he knows that he is kept on Hold and someone will return to his call. </li></ul><ul><li>Permission </li></ul><ul><li>Time </li></ul><ul><li>Reason </li></ul><ul><li>Refresh/Re-open </li></ul><ul><li>Wait for the customer’s agreement </li></ul><ul><li>Thank the customer for the permission </li></ul><ul><li>Do not say ‘HELLO’ when you come back from Hold. </li></ul>
  5. 5. MUTE <ul><li>The customer hears increased static when on mute, hence you should avoid use of mute on calls. </li></ul><ul><li>Unlike Hold where the customer hears music, on mute the customer does not hear anything from our side, therefore he might think that the call got disconnected. </li></ul><ul><li>Mute is only used for clearing your throat, sneezing or sipping water. For any other reasons, you must use Hold. </li></ul>
  6. 6. A BIG NO!
  7. 7. Remember, on phone: <ul><li>FIRST IMPRESSIONS ARE LAST IMPRESSIONS </li></ul><ul><li>& </li></ul><ul><li>LAST IMPRESSIONS ARE LASTING IMPRESSIONS </li></ul>