This document provides guidelines for proper telephone etiquette. It emphasizes that telephone etiquette is important to meet call objectives, create a positive impression, and enhance a company's reputation. It recommends preparing for calls by planning what to say and having necessary materials ready. When answering calls, representatives should speak clearly, identify themselves warmly and professionally, and be enthusiastic. During calls, they should be respectful, polite, patient, and maintain a positive tone. The document also provides best practices for placing callers on hold, leaving phone messages, and closing calls.

2. WHY IS TELEPHONE ETIQUETTE
IMPORTANT?
 The objectives of the call is met
 Positive image is formed
 Shows professionalism
 Company’s reputation is enhance

3. PRE CALL PREPARATION
• Before the call
 Think through exactly what you plan to say and
discuss before you place a call.
 Smile
 Have a positive attitude
 Organize your desk that you have the following
handy namely a pen, a paper pad, a glass of
water.

4. CALL OPENING
 Speak clearly
 The first impression a customer gets of your
company, is the first 15 seconds of your
conversation with the customer.
 Your voice is your communication tool, hence
keep it honed & polished at all times
 Voice will always convey your body language
 A good voice is clear, articulate, courteous &
charming

5. CALL OPENING
1. Warm and professional greeting
2. Identify yourself
3. Be enthusiastic
How should you sound when you open your call?

6. During the call
 Be respectful
 Be genuinely polite in your tone. Let the
customer “hear” politeness in your voice
 Be patient with your customers and do not sound
rude, annoyed or abrupt
 Feel good when you speak with the customer

7. continued
 Conversing with the customer
Say “Please” when appropriate
Say “May I” or “Could You” instead of “Can I”
 Remember to maintain enthusiasm and excitement in your
tone
 Say “Thank You” when you get back to the customer for
being on hold
 “Thank you for being on hold.”
 The customer spells out his name
 The customer compliments you

8. Follow appropriate hold procedure
1.Seek Permission
2.Specify the Duration
3.Explain the Reason
4.Wait for the customer’s response
5.Get back to the customer in the committed time
frame
HOLD PROCEDURE

9. Phone Message should always include:
1 Caller’s name and company name (if applicable)
2 Time and Date of call
3 What the call is regarding (if possible)
4 If a follow up or return call is needed
5 Phone number (office or home)

10. Phone Message should always include:
1 Your name and company name
2 Time and Date of call
3 What the call is regarding (brief)
4 If a follow up or return call is needed
5 Phone number (office or home) speak SLOWLY
even repeat the phone number – include area
code

11. CALL CLOSURE
1. Summarize what has been discussed
2. Ask if you can provide further assistance
3. End on a positive note
4. e.g. Have a nice day, sir!
5. While, closing the call:
6. Have a pleasant tone and be courteous
7. Don’t sound rushed
8. Pause at appropriate places

12. ● Could you ask her to call me back, please?
● Could you give him a message, please.
● What time do you expect her back?
● I’ll call again later today.
● Thanks very much for your help.

13. Speaking
● I’m afraid he’s in a meeting/not in the office/still at lunch/not
available just now. Is there anything I can do for you?
● Hold on a moment, please.
● I’ll just find out if she’s back yet/in the other office/available.
● I’ll put you through to Miss…
● I’ll ask … to call you back as soon as she is free.
● What’s your extension number/fax number?

14. Thank You....