Telephone etiquette
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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.
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Phone call etiquette and success by Mario Kanaan
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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.
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.
Telephone courtesy for hospitality industry: Share by Saeful Anwar
This document provides guidance on telephone etiquette and courtesy. It discusses greeting callers properly by answering within 3 rings, stating your name and department, and asking how you can help. It emphasizes active listening without distractions and using verbal and non-verbal feedback. When putting callers on hold, you should get permission, give a time frame, and thank them for holding. Calls should be transferred politely and responsibility accepted for any issues. Proper etiquette such as politeness and professionalism should be used at all times, even with difficult callers.
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.
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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.
Telephone etiquette1
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.
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.
Recommended
Phone call etiquette and success by Mario Kanaan
What is Telesales
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Your Role
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Telephone Tips for Success
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Overcoming Obstacles
Some Examples
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.
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.
Telephone courtesy for hospitality industry: Share by Saeful Anwar
This document provides guidance on telephone etiquette and courtesy. It discusses greeting callers properly by answering within 3 rings, stating your name and department, and asking how you can help. It emphasizes active listening without distractions and using verbal and non-verbal feedback. When putting callers on hold, you should get permission, give a time frame, and thank them for holding. Calls should be transferred politely and responsibility accepted for any issues. Proper etiquette such as politeness and professionalism should be used at all times, even with difficult callers.
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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 techniques
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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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.
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.
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The document provides guidance on creating an effective voicemail greeting and leaving messages, with the key points being to sound professional, state your name and details like the day and how callers can get assistance, keep the greeting under 15 seconds, and when leaving a message be concise but provide all necessary details like your contact information and extension. Sample greetings and messages are included as examples.
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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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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.
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Presentation: Telephone Etiquette
The document provides guidelines for proper telephone etiquette. It discusses the importance of telephone etiquette for meeting call objectives, keeping customers happy, and maintaining a positive company image and reputation. It outlines best practices for pre-call preparation, call openings by greeting callers warmly and identifying yourself, conversing respectfully with customers, placing callers on hold appropriately, and closing calls on a positive note. The key aspects are presenting a professional demeanor, being polite and patient, and maintaining a positive attitude throughout interactions.
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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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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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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 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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This document provides guidance on telephone etiquette and call handling techniques for customer service. It discusses demonstrating good voice quality when speaking to callers, including proper pace, tone, volume and diction. It also outlines techniques for greeting callers, transferring calls appropriately, and handling irate customers respectfully. The goal is to train employees on how to interact with callers in a polite, empathetic manner.
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This document provides guidance on proper telephone etiquette and techniques. It outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, taking messages, and ending calls. The key points covered include greeting the caller, identifying yourself, asking how you can help, speaking clearly and with a pleasant tone, being courteous, limiting hold times, and confirming there is no unfinished business before ending the call. Following these telephone etiquette tips can ensure positive customer interactions and a professional image.
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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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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 provides guidance on handling different types of difficult callers, including angry, abusive, talkative, argumentative, and callers with language barriers. It recommends listening empathetically, asking questions to understand the problem, offering solutions, apologizing for any inconvenience, and remaining calm. For abusive callers, the advice is to stay calm, warn them if needed, and notify a supervisor if needed. For talkative callers, tips include using their name, closed questions, and being polite but firm to end the call.
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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.
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This document provides guidance on appropriate business attire. It emphasizes that attire should be sensitive to one's industry and role. First impressions through appearance can significantly impact one's career. The document outlines appropriate options for both business casual, such as pantsuits and skirts, and business professional attire, including suits. It stresses investing in quality, well-fitting clothing and following company dress codes.
Dining etiquette
This document provides etiquette guidance for dining in business and social settings. It outlines proper table setting, using utensils and napkins, and general dining tips. Specific instructions are given for passing food, signaling that a course is finished, and etiquette for different foods like bread, seafood and pasta. The overall goal is to help participants conduct themselves properly during meals to make a favorable impression.
Communication skill
This document discusses communication and provides tips to improve communication skills. It defines communication and lists the main communication channels. Downward, upward, and lateral communication are described. Barriers to communication like semantic, organizational, and psychological barriers are identified. Active listening is emphasized and tips are provided to improve verbal and non-verbal communication skills. The document stresses the importance of clear expression, choosing appropriate words, speaking audibly, paying attention, and ensuring messages are understood accurately.
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HOW TO USE THREADS an Instagram App_ by Clarissa Credito
This tutorial presentation offers a beginner-friendly guide to using THREADS, Instagram's messaging app. It covers the basics of account setup, privacy settings, and explores the core features such as close friends lists, photo and video sharing, creative tools, and status updates. With practical tips and instructions, this tutorial will empower you to use THREADS effectively and stay connected with your close friends on Instagram in a private and engaging way.
Your LinkedIn Success Starts Here.......
In order to make a lasting impression on your sector, SocioCosmos provides customized solutions to improve your LinkedIn profile.
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UR BHATTI ACADEMY AND ONLINE COURSES.pdf
UR BHatti Academy dedicated to providing the finest IT courses training in the world. Under the guidance of experienced trainer Usman Rasheed Bhatti, we have established ourselves as a professional online training firm offering unparalleled courses in Pakistan. Our academy is a trailblazer in Dijkot, being the first institute to officially provide training to all students at their preferred schedules, led by real-world industry professionals and Google certified staff.
Lifecycle of a GME Trader: From Newbie to Diamond Hands
Your phone buzzes with a Reddit notification. It's the WallStreetBets forum, a cacophony of memes, rocketship emojis, and fervent discussions about Gamestop (GME) stock. A spark ignites within you - a mix of internet bravado, a rebellious urge to topple the hedge funds (remember Mr. Mayo?), and maybe that one late-night YouTube rabbit hole about tendies. You decide to YOLO (you only live once, right?).
Ramen noodles become your new best friend. Every spare penny gets tossed into the GME piggy bank. You're practically living on fumes, but the dream of a moonshot keeps you going. Your phone becomes an extension of your hand, perpetually glued to the GME ticker. It's a roller-coaster ride - every dip a stomach punch, every rise a shot of adrenaline.
Then, it happens. Roaring Kitty, the forum's resident legend, fires off a cryptic tweet. The apes, as the GME investors call themselves, erupt in a frenzy. Could this be it? Is the rocket finally fueled for another epic launch? You grip your phone tighter, heart pounding in your chest. It's a wild ride, but you're in it for the long haul.
EASY TUTORIAL OF HOW TO USE REMINI BY: FEBLESS HERNANE
Using Remini is easy and quick for enhancing your photos. Start by downloading the Remini app on your phone. Open the app and sign in or create an account. To improve a photo, tap the "Enhance" button and select the photo you want to edit from your gallery. Remini will automatically enhance the photo, making it clearer and sharper. You can compare the before and after versions by swiping the screen. Once you're happy with the result, tap "Save" to store the enhanced photo in your gallery. Remini makes your photos look amazing with just a few taps!
LORRAINE ANDREI_LEQUIGAN_HOW TO USE TELEGRAM
Telegram is a messaging platform that ushers in a new era of communication. Available for Android, Windows, Mac, and Linux, Telegram offers simplicity, privacy, synchronization across devices, speed, and powerful features. It allows users to create their own stickers with a user-friendly editor. With robust encryption, Telegram ensures message security and even offers self-destructing messages. The platform is open, with an API and source code accessible to everyone, making it a secure and social environment where groups can accommodate up to 200,000 members. Customize your messenger experience with Telegram's expressive features.
快速办理(BCR毕业证书)加州大学河滨分校毕业证文凭证书一模一样
学校原件一模一样【微信：741003700 】《(BCR毕业证书)加州大学河滨分校毕业证文凭证书》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。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，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：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、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
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
The Evolution of SEO: Insights from a Leading Digital Marketing Agency
Explore the latest trends in Search Engine Optimization (SEO) and discover how modern practices are transforming business visibility. This document delves into the shift from keyword optimization to user intent, highlighting key trends such as voice search optimization, artificial intelligence, mobile-first indexing, and the importance of E-A-T principles. Enhance your online presence with expert insights from Digital Marketing Lab, your partner in maximizing SEO performance.
HMS Facebook Stories All V1 06092024.docx
The conversations on Facebook from the Herringswell Manor School group from 2009 to the first half of 2024
Dominate Reddit Discussions.............
Dominate Reddit Discussions: Become a top Reddit influencer with our proven methods. Learn More.
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HOW TO USE FACEBOOK _ by Clarissa Credito
This tutorial presentation provides a step-by-step guide on how to use Facebook, the popular social media platform. In simple and easy-to-understand language, this presentation explains how to create a Facebook account, connect with friends and family, post updates, share photos and videos, join groups, and manage privacy settings. Whether you're new to Facebook or just need a refresher, this presentation will help you navigate the features and make the most of your Facebook experience.
EASY TUTORIAL OF HOW TO USE G-TEAMS BY: FEBLESS HERNANE
Using Google Teams (G-Teams) is simple. Start by opening the Google Teams app on your phone or visiting the G-Teams website on your computer. Sign in with your Google account. To join a meeting, click on the link shared by the organizer or enter the meeting code in the "Join a Meeting" section. To start a meeting, click on "New Meeting" and share the link with others. You can use the chat feature to send messages and the video button to turn your camera on or off. G-Teams makes it easy to connect and collaborate with others!
Project Serenity — 33% Life-time Commissions.docx
Project Serenity is an innovative initiative aimed at transforming urban environments into sustainable, self-sufficient communities. By integrating green architecture, renewable energy, smart technology, sustainable transportation, and urban farming, Project Serenity seeks to minimize the ecological footprint of cities while enhancing residents' quality of life. Key components include energy-efficient buildings, IoT-enabled resource management, electric and autonomous transportation options, green spaces, and robust waste management systems. Emphasizing community engagement and social equity, Project Serenity aspires to serve as a global model for creating eco-friendly, livable urban spaces that harmonize modern conveniences with environmental stewardship.
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISM
ABSTRACT: Huzhou has rich tourism resources, as early as a considerable development since the reform and
opening up, especially in recent years, Huzhou tourism has ushered in a new period of development
opportunities. At present, Huzhou tourism has become one of the most characteristic tourist cities on the East
China tourism line. With the development of Huzhou City, the tourism industry has been further improved, and
the tourism degree of the whole city has further increased the transformation and upgrading of the tourism
industry. However, the development of tourism in Huzhou City still lags far behind the tourism development of
major cities in East China. This round of research mainly analyzes the current development of tourism in
Huzhou City, on the basis of analyzing the specific situation, pointed out that the current development of
Huzhou tourism problems, and then analyzes these problems one by one, and put forward some specific
solutions, so as to promote the further rapid development of tourism in Huzhou City.
KEYWORDS:Huzhou; Travel; Development
原版制作(Hull毕业证书)赫尔大学毕业证Offer一模一样
学校原件一模一样【微信：741003700 】《(Hull毕业证书)赫尔大学毕业证》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。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，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：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、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
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
Recently uploaded (15)
HOW TO USE THREADS an Instagram App_ by Clarissa Credito
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Lifecycle of a GME Trader: From Newbie to Diamond Hands
Lifecycle of a GME Trader: From Newbie to Diamond Hands
EASY TUTORIAL OF HOW TO USE REMINI BY: FEBLESS HERNANE
EASY TUTORIAL OF HOW TO USE REMINI BY: FEBLESS HERNANE
The Evolution of SEO: Insights from a Leading Digital Marketing Agency
The Evolution of SEO: Insights from a Leading Digital Marketing Agency
EASY TUTORIAL OF HOW TO USE G-TEAMS BY: FEBLESS HERNANE
EASY TUTORIAL OF HOW TO USE G-TEAMS BY: FEBLESS HERNANE
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISM
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISM
Telephone etiquette
- 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....