Phone etiquette
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This document provides tips for effective phone communication in a business setting. It discusses maintaining an alert, pleasant and natural speaking voice over the phone. Specific dos and don'ts are outlined, such as speaking clearly at a moderate pace, smiling to convey warmth, focusing on listening to understand the full message, and ensuring all questions are answered before ending a call politely. Phone etiquette best practices are also covered, like answering promptly, transferring calls directly and announcing the recipient. The overall message is that the phone is an important business tool that requires proper techniques to communicate effectively.
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Telephone etiquette
This document provides guidelines for telephone etiquette and effective communication. It discusses the importance of listening over speaking, the difference between hearing and listening, and how tone, body language, and words factor into communication. It also outlines how to handle different types of customers, such as irate, old, female, computer literate vs illiterate, or those in a hurry. The key points are to be patient, listen actively, speak clearly, resolve issues promptly, and build a good reputation through courtesy and customer focus.
Telephone Etiquette
The document discusses telephone etiquette and best practices for phone interactions. It recommends answering calls promptly, introducing yourself and your organization, focusing fully on the caller, speaking clearly, avoiding jargon, addressing callers by name, staying calm, and listening actively. The document also outlines five phases of a successful call: opening, building rapport, collecting information, providing solutions, and closing. Contact details are provided for further information.
Telephone etiquette ppt
1. The document provides guidelines for proper telephone etiquette such as answering within three rings, greeting the caller, providing your name, asking how you can help, and speaking clearly.
2. It also discusses best practices for placing calls like verifying numbers beforehand and asking if it is a convenient time.
3. Finally, it offers tips for handling difficult situations like complaints, aggressive customers, accidentally dialing wrong numbers, and transferring calls.
Phone call etiquette and success by Mario Kanaan
What is Telesales
What is Phone Etiquette
Your Role
Your Objective
Telephone Tips for Success
Do’s and Don'ts
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Some Examples
telephone etiquettes
The document provides guidelines for proper telephone etiquette and customer service. It recommends answering calls before the third ring, greeting the caller politely, introducing yourself, and asking how you can help. It stresses focusing attention on the caller, placing them on hold no longer than 30 seconds, and transferring calls only when necessary. The tone, pitch, and courtesy used are important in making a good impression over the phone. Handling angry callers, multi-tasking, and avoiding rude phrases are also addressed.
Telephone Etiquette
The document provides guidance on telephone etiquette and effective phone skills. It discusses basic skills like proper greetings, active listening, gathering information, and closing calls. It also covers professional skills such as communicating clearly, using correct phrases, handling difficult callers and ensuring understanding. The goal is to help readers conduct phone conversations smoothly and achieve their objectives.
Telephone Etiquette
The document provides guidelines for effective telephone etiquette and handling of customer calls. It outlines basic rules for answering calls quickly, speaking clearly at an appropriate pace, listening attentively without interruption, and repeating information to show understanding. Do's include greeting the caller, identifying yourself, speaking respectfully, and providing helpful information, while don'ts involve things like leaving calls unanswered, interrupting, or losing your temper. The document also gives tips for appropriately handling angry customers by showing empathy, explaining options, and ending interactions pleasantly.
Business phone etiquette
This document provides guidance on proper telephone etiquette for business purposes. It outlines best practices for making a good first impression, communicating clearly and effectively over the phone, listening skills, transferring calls appropriately, taking messages, and leaving professional voice messages. Key recommendations include speaking with alertness, pleasantness and naturalness, varying tone and pitch, clearly enunciating, concentrating while listening, and making polite introductions, holds and transfers to create positive experiences for all callers.
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Telephone etiquette
This document provides guidelines for telephone etiquette and effective communication. It discusses the importance of listening over speaking, the difference between hearing and listening, and how tone, body language, and words factor into communication. It also outlines how to handle different types of customers, such as irate, old, female, computer literate vs illiterate, or those in a hurry. The key points are to be patient, listen actively, speak clearly, resolve issues promptly, and build a good reputation through courtesy and customer focus.
Telephone Etiquette
The document discusses telephone etiquette and best practices for phone interactions. It recommends answering calls promptly, introducing yourself and your organization, focusing fully on the caller, speaking clearly, avoiding jargon, addressing callers by name, staying calm, and listening actively. The document also outlines five phases of a successful call: opening, building rapport, collecting information, providing solutions, and closing. Contact details are provided for further information.
Telephone etiquette ppt
1. The document provides guidelines for proper telephone etiquette such as answering within three rings, greeting the caller, providing your name, asking how you can help, and speaking clearly.
2. It also discusses best practices for placing calls like verifying numbers beforehand and asking if it is a convenient time.
3. Finally, it offers tips for handling difficult situations like complaints, aggressive customers, accidentally dialing wrong numbers, and transferring calls.
Phone call etiquette and success by Mario Kanaan
What is Telesales
What is Phone Etiquette
Your Role
Your Objective
Telephone Tips for Success
Do’s and Don'ts
Overcoming Obstacles
Some Examples
telephone etiquettes
The document provides guidelines for proper telephone etiquette and customer service. It recommends answering calls before the third ring, greeting the caller politely, introducing yourself, and asking how you can help. It stresses focusing attention on the caller, placing them on hold no longer than 30 seconds, and transferring calls only when necessary. The tone, pitch, and courtesy used are important in making a good impression over the phone. Handling angry callers, multi-tasking, and avoiding rude phrases are also addressed.
Telephone Etiquette
The document provides guidance on telephone etiquette and effective phone skills. It discusses basic skills like proper greetings, active listening, gathering information, and closing calls. It also covers professional skills such as communicating clearly, using correct phrases, handling difficult callers and ensuring understanding. The goal is to help readers conduct phone conversations smoothly and achieve their objectives.
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The document provides guidelines for effective telephone etiquette and handling of customer calls. It outlines basic rules for answering calls quickly, speaking clearly at an appropriate pace, listening attentively without interruption, and repeating information to show understanding. Do's include greeting the caller, identifying yourself, speaking respectfully, and providing helpful information, while don'ts involve things like leaving calls unanswered, interrupting, or losing your temper. The document also gives tips for appropriately handling angry customers by showing empathy, explaining options, and ending interactions pleasantly.
Business phone etiquette
This document provides guidance on proper telephone etiquette for business purposes. It outlines best practices for making a good first impression, communicating clearly and effectively over the phone, listening skills, transferring calls appropriately, taking messages, and leaving professional voice messages. Key recommendations include speaking with alertness, pleasantness and naturalness, varying tone and pitch, clearly enunciating, concentrating while listening, and making polite introductions, holds and transfers to create positive experiences for all callers.
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This document provides tips for proper telephone etiquette. It recommends answering calls before the third ring, greeting callers, speaking clearly, leaving clear voice messages, and using hold properly. When placing a caller on hold, one should get permission, thank them, and avoid saying "hello" when returning to the call. Mute should only be used briefly and hold is preferred for longer pauses to avoid the caller hearing static or thinking the call dropped. Proper telephone etiquette helps make good first and lasting impressions.
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This document provides guidance on effective telephone communication and etiquette. It discusses the importance of being aware of one's communication over the phone at work, home or on a mobile device. Every phone call is an attempt at information exchange between two people, so observing proper telephone etiquette is important for effective communication. The document outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, handling multiple calls, ending calls, taking messages and dealing with angry or mistaken callers. It emphasizes speaking clearly, listening attentively, identifying oneself, avoiding distractions and using a polite tone.
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A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
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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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The document outlines best practices for telephone etiquette and techniques. It discusses how to make a positive first impression, project a professional image, and use an effective telephone voice. It provides tips for greeting callers, placing calls on hold, transferring calls, answering questions, and closing calls in a polite and helpful manner. The goal is to facilitate positive interactions and build strong customer relationships over the phone.
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Practice Telephone Etiquette
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Telephone etiquettes
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, making calls, transferring calls, putting callers on hold, taking messages, returning calls, and ending conversations politely. Key recommendations include identifying yourself, speaking courteously, actively listening, asking before putting someone on hold, thanking callers, and using respectful language.
Important Telephone Etiquette Tips
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
Telephone Etiquette
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The document provides guidance on effective telephone techniques to improve the customer experience. It recommends establishing a positive first impression by having a standard friendly greeting. It also stresses the importance of voice tone, pace, clarity and language in communicating effectively over the phone. Specific positive language options are listed to use when speaking to customers. The document also addresses dealing with difficult customer situations or behaviors and ensuring calls are closed in a satisfactory manner.
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The document provides guidelines for proper telephone etiquette. It recommends answering the phone within three rings, greeting the caller, and stating your name. It also suggests asking how you can help the customer. The document outlines using a normal tone of voice, speaking clearly, and avoiding swear words. Additional tips include being prepared when answering, smiling, identifying your company, focusing on the customer, and always speaking calmly. Things to avoid are phrases like "I don't know" or "No." Proper telephone etiquette is important for providing good customer service.
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We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
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Telephone skills
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
Call Handling skills
This document provides guidance on providing superior customer service over the telephone for employees. It discusses establishing empathy and understanding for customers' basic needs, demonstrating the 5 dimensions of customer service, maintaining a positive attitude, and techniques for managing different call situations like angry or abusive callers. The overall goal is to improve customer satisfaction and the organization's public image through phone interactions.
Formal telephone skills
skills required to be showcased at a telephone call especially while making a formal call are discussed in easy words.
Business phone etiquette
This document provides tips and guidelines for effective business phone etiquette. It discusses being alert, pleasant, natural, and distinctive when speaking on the phone. Specific recommendations include speaking clearly at a moderate pace, smiling to sound friendly, keeping conversations positive, and listening attentively without distractions. The document also outlines best practices for answering calls, placing callers on hold, transferring calls, taking messages, and making a good first and last impression on phone interactions.
Business phone etiquette
The document provides tips for effective telephone communication in a business setting. It discusses how to sound professional over the phone through alertness, pleasantness, natural speech, and distinctiveness. Specific dos and don'ts are outlined for tone of voice, rate of speech, listening skills, call transfers, messages, and endings. The overall message is that the telephone is an important tool for business and proper telephone etiquette can help make a good first and lasting impression.
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This document provides guidance on effective telephone communication and etiquette. It discusses the importance of being aware of one's communication over the phone at work, home or on a mobile device. Every phone call is an attempt at information exchange between two people, so observing proper telephone etiquette is important for effective communication. The document outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, handling multiple calls, ending calls, taking messages and dealing with angry or mistaken callers. It emphasizes speaking clearly, listening attentively, identifying oneself, avoiding distractions and using a polite tone.
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A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
Telephone skills & etiquettes
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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The document outlines best practices for telephone etiquette and techniques. It discusses how to make a positive first impression, project a professional image, and use an effective telephone voice. It provides tips for greeting callers, placing calls on hold, transferring calls, answering questions, and closing calls in a polite and helpful manner. The goal is to facilitate positive interactions and build strong customer relationships over the phone.
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"Now more than ever your practice can't afford to be average!"
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The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, making calls, transferring calls, putting callers on hold, taking messages, returning calls, and ending conversations politely. Key recommendations include identifying yourself, speaking courteously, actively listening, asking before putting someone on hold, thanking callers, and using respectful language.
Important Telephone Etiquette Tips
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
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We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Telephone techniques to give customers a positive experience
The document provides guidance on effective telephone techniques to improve the customer experience. It recommends establishing a positive first impression by having a standard friendly greeting. It also stresses the importance of voice tone, pace, clarity and language in communicating effectively over the phone. Specific positive language options are listed to use when speaking to customers. The document also addresses dealing with difficult customer situations or behaviors and ensuring calls are closed in a satisfactory manner.
Telephone etiquette
This document provides guidance on proper telephone etiquette and best practices for interacting with customers over the phone in the hospitality industry. It emphasizes the importance of presenting a positive image and taking care of customers' needs. It offers tips for speaking politely, maintaining clear communication, actively listening, placing callers on hold appropriately, returning messages promptly, and more to ensure phone interactions with customers are pleasant and professional.
Telephone etiquette
The document provides guidelines for proper telephone etiquette. It recommends answering the phone within three rings, greeting the caller, and stating your name. It also suggests asking how you can help the customer. The document outlines using a normal tone of voice, speaking clearly, and avoiding swear words. Additional tips include being prepared when answering, smiling, identifying your company, focusing on the customer, and always speaking calmly. Things to avoid are phrases like "I don't know" or "No." Proper telephone etiquette is important for providing good customer service.
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We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Essential Telephone Etiquette Tips
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
Telephone skills
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
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This document provides guidance on providing superior customer service over the telephone for employees. It discusses establishing empathy and understanding for customers' basic needs, demonstrating the 5 dimensions of customer service, maintaining a positive attitude, and techniques for managing different call situations like angry or abusive callers. The overall goal is to improve customer satisfaction and the organization's public image through phone interactions.
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Reference:
https://www.myenglishteacher.eu/blog/phone-conversation-most-commonly-used-english-phrases-on-the-phone/
https://careertrend.com/10-dos-donts-of-telephone-etiquette-12082570.html
www.wikipedia.com
Telephonic etiquette
The telephone is perhaps one of the most helpful inventions of the eighteenth century.
Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation.
However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration.
These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.
Communication
Communication is the process of meaningful interaction between people through transmitting information, ideas, attitudes, and involves changes in behavior to influence others. It is a personal, social, and emotional process that uses words, actions, and tools to control and motivate people. Effective communication requires listening attentively without bias, acknowledging statements, asking clarifying questions, seeking common ground, and focusing on the speaker.
Effective communication
Effective communication relies on strong interpersonal skills including active listening, confidence, clarity of speech, appropriate verbal and non-verbal communication, and proper greetings and body language. Barriers to communication such as noise, lack of attention, and physical obstacles can be overcome through closing windows, asking questions after speaking, making the presentation engaging, and removing distracting objects. Different types of questions like closed and open questions are useful tools that can gather specific information or encourage longer, more detailed responses to further understanding.
Communication skills
This document discusses developing effective communication skills. It covers basics of communication, barriers to communication, telephone etiquette, listening skills, and questioning techniques. The key points covered include the importance of communication, essential do's and don'ts of communication, answering phones professionally, avoiding interruptions, and using open-ended questions to elicit full explanations. Developing strong communication skills is important for building productive relationships and avoiding mistakes at work.
General speech training (part 1)
This document provides guidance on developing an effective telephone voice. It emphasizes using a pleasant tone through relaxed vocal chords, maintaining an audible but not too loud or soft volume, and using a lower pitch to sound confident and in control. Other tips include speaking clearly with good pronunciation, being intelligible through interesting content, and varying speech speed, pitch, tone, and volume to engage listeners and avoid monotony. Proper posture, smiling, and limiting fillers and interruptions can also improve one's telephone voice.
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This document provides tips for effective body language during a job interview. It emphasizes maintaining eye contact, having an open posture, and avoiding negative gestures like fidgeting or crossed arms. Positive body language includes leaning forward, making eye contact, nodding, and smiling. The document also discusses using an engaged tone of voice and listening fully to the interviewer without distractions. Proper use of body language and voice can help make a strong first impression and overall positive case during an interview.
Telephone etiquettes
1) Telephone etiquette is important when answering, placing, or handling business calls. It involves speaking clearly, being an active listener, treating callers with respect, and using good manners.
2) When answering calls, respond promptly, identify yourself, greet the caller enthusiastically and ask how you can help. Take messages accurately if the desired person isn't available.
3) Use courtesy, give callers your full attention without distractions, say please/thank you, apologize when needed, and follow up as agreed before ending the call politely.
Ppt telephone etiquett_Avinash sullad
The document provides guidelines for proper telephone etiquette. It recommends answering the phone by the third ring, greeting the caller politely, and stating your name. You should ask how you can help the caller and speak in a clear, calm tone. Some tips include being prepared with notes before answering, focusing on the caller during the conversation, and avoiding phrases like "I don't know." Proper telephone etiquette creates a positive customer experience.
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Telephone etiquettes ETC
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, placing calls, recognizing the caller, building rapport, listening actively, speaking politely, concluding calls, and dealing with difficult situations. The key aspects of telephone etiquette are treating all callers with respect, being helpful, using good manners, speaking clearly and with a positive tone, focusing attention on the caller, and following up to ensure issues are resolved.
Business phone etiquette
This document provides tips and best practices for communicating effectively over the phone in a business context. It discusses using phone directories to find numbers, dos and don'ts for phone conversations like speaking clearly and smiling, keys to good listening like not interrupting, creating a good first impression by answering promptly, properly putting callers on hold, and leaving informative phone messages. The overall aim is to provide helpful guidance for conducting phone calls and business in a professional manner.
How to deliver a better speech?
This document provides guidance on how to deliver an effective speech. It emphasizes the importance of attitude and confidence, as well as thorough rehearsal. Speakers are advised to practice speeches out loud daily and focus on vocal expression through volume, pitch, rate and articulation. Proper nonverbal expression through eye contact, gestures and body language are also highlighted. Rehearsal locations and vocal exercises are suggested. The key elements of preparation, delivery and interacting with the audience are summarized.
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一模一样【微信：A575476】【新西兰奥塔哥大学毕业证（otago毕业证）成绩单Offer】【微信：A575476】（留信学历认证永久存档查询）采用学校原版纸张、特殊工艺完全按照原版一比一制作（包括：隐形水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠，文字图案浮雕，激光镭射，紫外荧光，温感，复印防伪）行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备，十五年致力于帮助留学生解决难题，业务范围有加拿大、英国、澳洲、韩国、美国、新加坡，新西兰等学历材料，包您满意。
【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
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Phone etiquette
- 1. An Overview
- 2. Provide helpful hints and proven techniques Part of doing business means doing business over the phone Phone is an important instrument in daily business
- 3. Alertness ◦ Show that you are wide-awake, ready to engage in a conversation Pleasantness ◦ Put a smile in your voice Naturalness ◦ Use, simple, straightforward language; avoid technical terms/slang Distinctiveness ◦ Speak directly into the phone; Use a normal tone of voice, the louder you are, the louder everyone else becomes Expressiveness ◦ Talk at a moderate rate and volume, but vary your voice tone
- 4. Frown Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
- 5. Smile (they really can hear it!) Speak Clearly and Concisely Be Enthusiastic Lower the Pitch of your Voice Talk in a Positive Mood Listen/Discuss
- 6. P – itch ◦ High or low? Low carries better and is also more pleasant I – nflection ◦ Use voice to express ideas or moods ◦ Don’t talk in a monotone ◦ The voice naturally rises on a questions or inquiry ◦ Voices fall at a “period,” decision or completion
- 7. C – ourtesy ◦ Common, everyday applies the same as face-to-face conversation T – one ◦ Many times it is not what you say, but how you say it ◦ Voice should reflect sincerity, pleasantness, confidence, and interest
- 8. U – nderstanding ◦ Avoid talking with anything in your mouth (gum, pencil) R – ate ◦ Rate of speech should be adapted to personality of contact ◦ “Fast talkers” can arouse suspicion ◦ “Slow talkers” can be irritating E – nunciate ◦ Clear enunciation will help avoid misunderstanding and need to repeat yourself
- 9. Limit your talking ◦ Can’t talk and listen at the same time Don’t Interrupt ◦ A pause doesn’t always mean the individual is finished speaking Concentrate ◦ Focus on the conversation. Practice shutting out outside distractions and personal concerns
- 10. Take Notes ◦ Helps you remember important points Listen for ideas….not just words ◦ Get the whole picture, not isolated bits and pieces Interjections ◦ An occasional, “Yes,” “I see,” etc. shows that your listening. However, don’t overuse them
- 11. Try to answer the phone on the SECOND ring Answer with a friendly greeting Smile - it shows, even through the phone Ask the caller their name, even if their name is not necessary for the call, and use it! Keep the phone two-finger widths from your mouth
- 12. Always ask for permission Examples ◦ “Would you holding while I get your file?” ◦ “Can you hold briefly while I see if Mr. Jones is available?” Always thank the caller for holding
- 13. Always transfer the caller to the desired person’s extension, not to the operator ◦ Limits number of transfers ◦ Saves the caller time from explaining issue again Tell the caller who you are transferring them to Announce the caller to the person you are transferring
- 14. Before ending the call, always… ◦ Make sure you answered all the caller’s questions ◦ Always end with e pleasantry: Have a nice day It was nice speaking with you ◦ Let the caller hand up first
- 15. Don’t give more than your first name Don’t get personal, even if they do Be prepared for rejection – just apologize for bothering them and graciously get off the phone Your Phone Message Greeting – make it professional