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21 tips of_telephone_etiquettes_157

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21 tips of_telephone_etiquettes_157

  1. 1. 21 TIPS OF TELEPHONE ETIQUETTES By…..Lt Col Karan Dixit
  2. 2. <ul><li>Pick the phone, at worst, at the third ring. </li></ul><ul><li>Set / have a standard greeting. </li></ul>
  3. 3. <ul><li>Create a dialogue not a monologue. </li></ul><ul><li>Speak pleasantly (creating a good rapport). </li></ul>
  4. 4. <ul><li>Smile on phone in order to have a good pleasant voice or tore. </li></ul><ul><li>Sound alert and active – let not your voice sound lazy, tired, and rude, bored or disinterested. </li></ul>
  5. 5. <ul><li>Use a low pitch tone, high pitch will sound like shouting. </li></ul><ul><li>Use a vocal response not dead silence. </li></ul>
  6. 6. <ul><li>Be polite or courteous to all calls irrespective of the circumstances. </li></ul><ul><li>Use simple words that the caller will understand. Avoid industrial jargons. </li></ul>
  7. 7. <ul><li>Don’t eat, sip a drink, and chew gum while on phone. </li></ul><ul><li>Listen very attentively. </li></ul>
  8. 8. <ul><li>Don’t work or do other things while on phone, the caller can sense your distractions. </li></ul><ul><li>When transferring calls, whether in coming or out going, identity each party to themselves. </li></ul>
  9. 9. <ul><li>Don’t keep the caller on hold for more than sixty seconds without communicating your effort. </li></ul><ul><li>Say ‘thank you’ for holding on. The caller feels appreciated. </li></ul>
  10. 10. <ul><li>Return all calls promptly – if you were not available. When people call and the recipient is not available, ensure you deliver the message. </li></ul>
  11. 11. <ul><li>Treat every call as a first time call. </li></ul><ul><li>Treat all calls as customers, all customers as friends. </li></ul>
  12. 12. <ul><li>Your phone should not ring in a meeting; either switch it off or put it on vibration. </li></ul><ul><li>When ending your call ensure there are no unfinished business. Let the customer sound pleased ask “is there anything else I can do for you.” </li></ul>
  13. 13. <ul><li>BE THE BEST YOU CAN BE ON THE PHONE. IT GOES A LONG WAY YO SAYING WHO YOU ARE </li></ul>
  14. 14. <ul><li>QUESTION TIME ? </li></ul>THANK YOU FOR LISTENING.

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