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Telephone Etiquette.pptx

  1. Telephone Etiquettes
  2.  Stages of a Telephone Call  Call Hold Process  Basic Telephone Etiquette Contents
  3. 3 Stage 1 Opening the Call Stage 2 Collecting Information Stage 3 Call Processing Stage 4 Addressing the concern Stage 5 Closing the Call
  4. 4 This is the first step in answering the call. The caller should feel that he is interacting with a professional organization. You should:  Smile and greet the caller. “ Good Morning/ Good Afternoon / Good Evening Regal ! How can I help you?” नमस्कार / शुभ प्रभात / "गुड मॉर्निंग/गुड इवर्निंग रीगल! मैं आपकी मदद क ै से कर सकता हिं? " Stage 1 Opening the Call
  5. 5 Making a call You should: “Good Morning/ Good Afternoon / Good Evening! This is Anup Pal from Regal Group.” "गुड मॉर्निंग/गुड ईवर्निंग/ इस रीगल ग्रुप से अनूप पाल रहे हैं. " Stage 1 Opening the Call
  6. 6 The purpose is to understand the caller’s requirement. The information collected at this stage will help you to handle the call. Stage 2 Collecting Information
  7. 7 Stage 2 Collecting Information Taking Messages You should: I’m sorry, she/he’s not here today. Can I take a message? मैं माफी चाहता हिं, वह आज यहािं नहीिंहै ।क्या आप कोई सिंदेश देना चाहते है May I know your name, please? क्या मैं आपका नाम जान सकता हूँ? I’ll give him/her your message as soon as he/she gets back. मैं उनहे आपका सिंदेश देता हिं जैसे ही वह वापस आ जाता है/
  8. 8 You should:  Listen proactively and focus on the caller’s needs & priorities.  Use probes to identify caller’s needs.  Maintain an empathetic tone.  Clarify understanding.
  9. 9 You should not: Use Jargons. Sound indifferent or hurried. Ask too many questions.
  10. 10  A skill you need to master.  Steps in call processing:  Call hold  Call forward/transfer Stage 3 Call Processing
  11. 11 Stage 3 Call Processing Call Hold You should: “May I put your call on hold, please?” "क्या मैं आपका कॉल होल्ड पर रख सकता हिं, क ृ पया?“ Ask for the permission and then initiate अनुमर्त क े र्लए पूछें और र्फर शुरू करें "Thank you for your patience, Mr. Knox. "आपक े धैयय क े र्लए धन्यवाद, श्री नॉक्स।
  12. 12 Research shows that when a customer is put on hold for 1 minute he perceives that he has waited for 1 minute but as this time increase the perception changes as follows: On Hold for (minutes) Perceived as (minutes) 2 3 3 5 4 9 5 15 10 30
  13. 13  Provide the caller with an explanation for the hold/wait. Use statements such as: ◦ I am still working on your request. I will be with you shortly. This will take about 30 seconds more.  Apologize about the hold. ◦ Thank you for waiting Mr. Sharma. I am really sorry for the delay. ◦ Mr. Sharma, thank you for your patience. This will take a minute more. Would you like to wait further or would you prefer to call back in a few minutes?” श्री शमाय, आपक े धैयय क े र्लए धन्यवाद। इसमें एक र्मनट लग जाएगा। क्या आप आगे इिंतजार करना चाहते हैं या आप क ु छ र्मनटोिं में वापस कॉल करना पसिंद करेंगे? "
  14. 14  At such times, there may be an absolute silence from your side, while you are busy working on the system. Such silence or Dead Air is very unnerving for the customer.  Use fillers to manage Dead Air by talking to the customer once in a while and making statements such as:  I am looking up your case sir/madam.  I am working on your request. Give me 30 seconds more. Thank you for your patience.
  15. 15  Avoid keeping the caller on hold.  Always ask the caller before putting him on hold.  Tell him what you are going to do while you put him on hold.  If you need to put the caller on hold for a longer period, come back to say that you are still working on his request.
  16. 16 Stage 3 Call Processing Call Transfer You should: “Mrs. Ryan, I would like to transfer your call to our accounting department. Is that okay with you? I believe that department will be able to get the information you need.“ "श्रीमती। रयान, मैं आपक े कॉर्लिंग र्वभाग को अपना कॉल स्थानािंतररत करना चाहता हिं। क्या वह आपक े र्लए ठीक है? मेरा मानना है र्क र्वभाग आपको आवश्यक जानकारी प्राप्त करने में सक्षम होगा। “ Ask for the permission and then initiate
  17. 17 Arrive at a mutually acceptable solution to the concern. Stage 4 Solving the concern
  18. 18 How to say “NO”? You should. Stage 4 Solving the concern “Mrs. Ryan, As per the company policy, we cannot share employee details. Sorry for that… "श्रीमती। रयान, क िं पनी नीर्त क े अनुसार, हम कमयचारी र्ववरण शेयर नहीिं कर सकते हैं। उसक े र्लए खेद है… Ask for the permission and then initiate further discussion
  19. 19 You should:  Paraphrase and summarize the key points of the discussion. You should not:  Give incorrect or incomplete information.  Argue with the caller.  Sound Bored.
  20. 20  Offer assistance for anything else.  End the call on a pleasant note.  Create a positive impression through warmth, passion and a smile.  Wrapping up the call as other callers are waiting for you. Stage 5 Closing the Call
  21. 21 Stage 5 Closing the Call “Thank you for calling, is there anything else I can help you with?“ Have a nice day & Have a pleasant evening "कॉल करने क े र्लए धन्यवाद, एस्क े आलवा कोई और सर्हता कर सक्ते है आपकी, आपका र्दन शुभ हो Ending the call You should.
  22. 22 Speak Clearly  Be understandable throughout the call.  Do not use any slang errors / technical jargon.  Make limited use of speech habits like ums and unhs.
  23. 23 Be Polite and Pleasant Use words like Please and Thank You consistently while requesting and receiving conformation. Adapt your speech to the caller’s style. E.g. – Business like, Hurried etc. Apologize tactfully. (E.g. – I am sorry that there was a misunderstanding. Please let me explain………..) Pacify Irate Customers. (E.g. – I can understand your concern. What I’m going to do for you today is……….)
  24. 24  Energy – The Energy in your voice reflects your attitude and Enthusiasm.  Rate of Speech – A normal rate is 125 words a minute. Speaking faster can create concerns.  Pitch – This can be a monotone, a low,or a high Pitch. You should vary your tone and inflection.  Quality – The above three factors make up your voice Quality.
  25. 25 Phrases that you must NOT use at all:  NO  I don’t know…..  You’ll have to……  Just a second  We cant do that Don’t say an upfront No. This might make the customer feel insulted and unimportant. Instead say something such as, “To answer your question I can do X, Y and Z for you today.”
  26. 26  Speak clearly - pronounce words clearly.  Relax-pause and stop to breathe.  Vary the tone / pitch of your voice.  Speak slowly.  Smile to add expression to your voice.  Repeat message/address/phone number.  Be enthusiastic.
  27. 27  Preparation - Have all information, paper and pencil handy (product, prices, delivery dates etc.)  Promptness - Answer phone within three rings.  Politeness - Greet cheerfully, apologize for any delay.  Precision - Be precise and factual.
  28. 28  Professionalism - handle customer’s concerns - not yours.  Practicality - Give what the caller needs.  Positive - Be positive and helpful
  29. 29  Adopt proper etiquette and mannerisms based on gender, region, time and objective of call. ‘Good morning/ evening’.  Never have food or tea while talking over the phone – it makes a very lousy sound at the other end.  Wait for the caller to hang the receiver first.
  30. 30  Answer the phone within three rings.  Never keep the caller waiting or on hold for more than 30 seconds.  In case of longer hold periods – inform the caller on the time that will be taken.  Concentrate on the phone call – do not do too many things at the same time.
  31. 31 "It's been nice speaking with you, but I need to wrap up. Can we set a time for our next call?“ For example, if an email would be an easier way to receive this same information, then request that they caller follow up in your inbox: “It would be great if the same thing you can email us. My email address is…...“ "When I transfer you, there may be a moment without sound. Don't worry, this is normal and someone will pick up right after that."
  32. 32 "Jerry, could I put you on hold for some more time as need to grab your file? I'll be able to answer your questions more accurately that way.“ Answering to the caller from long hold - Mr. Hubley? Are you still there? I'm sorry, it's going to take some more moments. Thank you for being so patient!" "Rachel? Are you still able to hold? It will be just a moment longer."

Editor's Notes

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