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Telephone skills & etiquettes

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Phone Eti­quette: Vocal Skills

Voice reflects atti­tude. Even if the words are cor­rect and intended to be polite, tone could imply the oppo­site. Voice is made up of five dis­tinct ele­ments: tone, inflec­tion, pitch, rate and vol­ume. Your voice con­tains spe­cific per­cent­ages of each ele­ment that makes it uniquely yours. How­ever, there is a best prac­tice range within which your voice sounds con­fi­dent and most impor­tantly professional.

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Telephone skills & etiquettes

  1. 1. By: Saurabh S Sawhney
  2. 2. OFFICE MOBILE Whether at work or on your mobile phone, it is very important that we are fully aware of how we talk or behave over the phone.
  3. 3.  OBJECTIVEVE AT THE END OF THE TRAINING, STAFF WILL BE ABLE TO; • Use effective call greetings as a caller and a receiver. • Project the company in a positive manner. • Practice good telephone techniques and telephone manners. • Use appropriate language during telephone conversations. • Speak with an effective telephone voice. • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call holds, interruptions, and unintentional disconnects. • Manage difficult calls.
  4. 4. Answering the Telephone 1. Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness. 2. Greet the caller, e.g. “Namaste”. Good manners shows you respect the caller. 3. Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service.
  5. 5. Answering the Telephone 4. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression. 5. The greeting is key, it sets the tone and style of the whole interaction. 6. Never put the customer on hold for more than 30 seconds
  6. 6. Namaste, Thanks for calling Leonia Holistic Destination. My name is Rahul. How may I Assist You?”
  7. 7.  PHASES OF PROFESSIONAL CALL Phase 5 - Close the call (Summarize) Phase 4 - Provide Solutions, Alternatives or Information Phase 3 - Collecting/ Verifying of Information (Paraphrase) Phase 2 - Building Rapport & Identifying Need (Question) Phase 1 - Opening the Call (Greeting & Introduction)
  8. 8. Telephone Etiquette Tone of Voice 86% Words 14% The tone plays a very important role as the guest cannot see you. Your voice sets up the perception in the Guest’s mind. Words that we use are also important but not as important as Tone in a telephone conversation.
  9. 9.  PHONE CALL IMPRESSION  PHONE IMPRESSION The person on call forms a mental PICTURE of you. P – PITCH I – INFLECTION C – COURTESY T – TONE U - UNDERSTANDING R – RATE E - ENUNCIATION
  10. 10.  ENDING A CALL DIFFERENT PHONE CALL SITUATIONS
  11. 11.  ANSWERING CALLS CALLS BEFORE ANSWERING A CALL, BE PREPARED; •Have a pen, pencil and notepad ready. •Have your computer on. • Ensure no noise at the background.
  12. 12. WHILE ANSWERING A CALL: Answer call before the third ring, calls beyond the third ring indicates inactiveness in your office. Greet the caller, for example “Namaste”. Good manners indicate respect for the caller. Give your name and the name of the company/ Dept, for example ” Leo Juventa, This is Rahul”. This is a courtesy statement that serve to introduce and personalizes the customer service experience. Ask the caller if or how you can help them, for example “Leo Juventa, This is Rahul, How may I assist you?” Asking to help tells the customer you are there to serve and solve his/her Focus your attention on the caller.
  13. 13.  PLACING CALLS CALLS BEFORE PLACING A CALL, BE PREPARED; • Know the name of the person you want to reach and how to pronounce it. • Know what you need to say before placing the call will make your call brief and effective. • Verify the phone number before calling.
  14. 14.  IN PLACPINGL TAHE CCALILN: G CALLS • State your name along with the name of the person you are calling. Example: “Namaste, This is Rahul from Leo Juventa. May I please speak with Ms. Lisa?” • Ask the caller if it is convenient to talk. • State your business as politely and clear as possible. • Use the clients name during the conversation. • Insist on calling back if the connection is faulty.
  15. 15.  ENDING CALLS CALLS When the conversation is complete, do the following; • Make sure that the caller has no more queries or message. • Use “Goodbye, thank you for calling” to end the conversation. • Make sure the caller drops down the receiver before you. This prevents the feeling that you may have cut them off intentionally.
  16. 16.  TRANSFERRING CALLSALLS  TRANSFER CA TRANSFER CALLS ONLY IF YOU ARE UNABLE TO HELP THE CALLER OR IF THE CALL IS MEANT FOR YOU FOR SOMEONE ELSE: • Ask permission to transfer calls and explain the reason for the transfer. • Let the caller know the name and department you are transferring the call to. • Be sure you are transferring the caller to the proper person or department. • If the caller complains about being transferred, suggest having the call returned instead. • Give the new party any helpful information before completing the transfer. • Never transfer a caller more than two times. • Know the transfer instructions for the telephone system so that you do not cut off your caller!
  17. 17.  PLACING A CALL ON HOLD • Make sure its for a good reason. • Ask permission before placing a caller on hold. • Return to the line periodically. • Ask callers if they want to continue holding. • Indicate how long the delay could be. • Offer to call the person back if the wait will be long. • Never leave a customer on hold for longer than 30 Seconds. • Be courteous, respectful and professional.
  18. 18.  ANSWERING MULTIPLE CALLSALLS • Place the first call on hold. • Answer the next call. • Complete the second call only if it can be handled quickly. • Return to the initial call promptly. • Provide quality service that meets or exceeds the customer’s expectations.
  19. 19.  TAKING MESSAGESALLS  TAKING MESSAGES • Write a message, even if the caller indicates they will call back. • Include the time and date. • Write legibly. • Verify the caller’s name and phone number by repeating the information. • Include as much information as possible to help the message recipient return the call. • Sign or initial the message slip and deliver the message promptly.
  20. 20.  SOMEONE CALLS YOU BY  ANSWERING A WRONG NUMBER CALLALLS MISTAKE • Inform the caller politely that he/she reached a wrong number. • Suggest that the caller recheck the number and dial again. • If the caller is trying to reach a destination that you are familiar with or have an idea about, do your best to find the number and assist the caller in transferring the call.
  21. 21.  HANDLING COMPLAINTS AND ANGRY Angry Customers: Continued… • Do not allow yourself to get angry when a guest shouts. • Empathize. Express regret for the situation. For example: “I’m sorry for the inconvenience.” • Find a way to agree with their circumstances. For example: “I understand what you are going through. I’d be upset too if that happened to me.” • Suggest alternatives for handling the problem that you have the authority and take responsibility for providing answers to the customer.
  22. 22. PHONE ETIQUETTE TIPS
  23. 23.  8 TELEPHONE ETIQUETTES 1. Think through exactly what you plan to say and discuss BEFORE you place a call. 2. Always identify yourself at the beginning of all calls. 3. Always speak into the telephone receiver with an even and low tone of voice, high pitch will sound like shouting. 4. Be sensitive to the tone of your voice
  24. 24. 5. Especially when leaving messages, speak clearly and slowly. 6. Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant, theater, training class, or other place. 7. Do not allow interruptions to occur during conversations. 8. Do not allow yourself to be distracted by other activities while speaking on the telephone.
  25. 25.  GENERAL PHONE ETIQUETTE TIPS • Pick the phone, at worst, at the third ring. • Speak pleasantly, using basic phrases of courtesy e.g. “May I help you?”, “Thank you”, “You are welcome”. • Smile on phone in order to have a pleasant voice or tone. • Sound alert and active – let not your voice sound lazy, tired, and rude, bored or disinterested. • Be polite or courteous to all calls irrespective of the circumstances. • Do not slam the phone or cut off abruptly
  26. 26. • Avoid slangs • Don’t eat, sip a drink, and chew gum while on phone. • Listen very attentively. • When transferring calls, whether in coming or out going, introduce both party to each other. • Don’t keep the caller on hold for more than sixty seconds without communicating your effort. • When ending your call ensure there are no unfinished business.
  27. 27. ACCEPTABLE PHRASES UNACCEPTABLE PHRASES 1. ”Thank you, I’ll check,” or “I’ll see” 2. “Yes ma/sir”. 3. “One moment please, I’ll find out” 4. “Yes, you may”. 1. ”You will have to wait” 2. “Yeah”. 3. “I do not know” 4. “No, we cant”.
  28. 28. HAPPY CALLING

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