Telephone etiquette
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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.
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Telephone etiquette
- 2. Agenda • What is Communication • Type of Communication • Speaking VS Listening • Listening VS Hearing • Importance of Tone • Type of Customer & How To Handle Them • Answering The Call • Reputation Building
- 3. What Is Communication the imparting or exchanging of information by speaking, writing, or using some other medium
- 4. Speaking VS Listening We have TWO ears and ONE mouth Because God knows that Listening is twice as important then speaking CAN you speak before you listen?
- 5. Hearing • A physical ability • Everyone Hears • You just hear sound and noise but do not understand • Does not need focus Listening • Is a skill • Not everyone listens • You understand what is being said or heard • Needs focus and care • Listening uses hearing IS SHE Listening Hearing
- 6. Importance of Tone I AM SORRY Communication Tone Words Body Language TONE (55%) Body Language(7%) Words(38%) Is he really Sorry? • Energetic • Polite • Confident • Should have a flow
- 7. • Answer the call before THIRD ring • If a call has been transferred from a colleague to yourself, answer the phone call promptly with customers name • Be energetic on call • Follow the hold procedure P.T.R. • Polite • Confident • Never interrupt • Keep customers informed • Smile when you talk to customers • Before ending a phone call, make sure that the provided information and contact details are correct Etiquettes Thank you for staying online … Customers Name.. pause My Name is ………….. How are you doing today? P – Permission May I place your call on hold T – Time For two minutes R – Reason So I can check my recourses Please Thank You Your Welcome May I It’s my Computer so you better tell me what the heck are you doing Sir / Mam, as you were facing the problem of …(explain the problem)…., so we did ….(whatever you did to resolve the issue).. And now your computer is fine, you also have ..(inform about the tech support package).. Now if you have any doubt or question, please ask As per response of customer answer the question or close the call properly
- 9. Type Of Customer • Irate Customer • Old Customer • Lady Customer • Computer Illiterate Customer • Computer Literate Customer • Customer In Hurry Type of Customer & How To Handle Them
- 10. Irate Customer • Be patient • Be an active listener • Be extra ordinary with soft skill • Get to the resolution quick Understanding of Customer PsychologyWhat & How We Do It
- 11. Old Customer • Be patient • Be an active listener • Match there pace • Be elaborative • Don’t use jargons • Appreciate there efforts Understanding of Customer PsychologyWhat & How We Do It
- 12. • Be extra patient • Expect long conversation • Be courteous • Take care of soft skill • Show value for money Understanding of Customer PsychologyWhat & How We Do It Lady Customer
- 13. Computer Illiterate Customer • Listen patiently • Paraphrase • Explain in detail • Don’t assume • Make them feel good Understanding of Customer PsychologyWhat & How We Do It
- 14. • Listen carefully • Talk to the point • Don’t create story Understanding of Customer PsychologyWhat & How We Do It Computer literate Customer
- 15. Customer In Hurry • Understand in one go • Tell them your work flow and expected time required • Talk to the point • Get to the resolution in minimum time Understanding of Customer PsychologyWhat & How We Do It
- 16. Reputation Building • Think like a salesman, behave like a technician • Speak as per customer pace • Remember the value of an apology • Educate the customer • Be courteous • Be friendly • Listen actively • Be professionally entertaining • Make their problem your problem • Share their priorities • Keep focused • Not all customers want to chat • Be flexible with formality • Don’t linger on the tough calls • Don’t leave them waiting
- 17. Puchho Ab ??