Telephone Etiquette new.pptx

Just imagine a life without a telephone/Smart
Phone
 Are you Glad/Pleased about it?
 Do you have any Regrets?
 We hardly give it a little thought!!!

Presenting a Professional
Image
Speaking Style
Usage of Tone
Usage of Language
Do’s & Don'ts

Have we ever displayed bad manners on phone? Of course!
Telephone/Mobile Phone Etiquette means:
 To follow rules of Politeness while calling someone
For Example:
 Be polite and friendly when making & receiving
calls
 Your voice and mannerism will have a lasting
impression

 A caller on the other end of the phone can
only hear you except in a video call
 •
He/she cannot see your face or body
language
 •
Therefore take time to speak clearly,
cheerfully and in a professional manner

 Remember, Telephone Etiquette is very important
in the Office skills profession
 Speaking to customers politely over the
telephone and making them feel well informed is
essential
 Listening attentively is a common problem
among callers
 It is always a good habit to repeat the
information back to the client when you are
taking a message

 Never use a falsely cheerful tone or a jokey
tone. Your tone should be normal and soft
when answering a call
 •
If you have a tendency to speak loud or
shout, avoid doing so on the
telephone/mobile

 Speak in a normal way but in a effective
manner
 •
Never use swear words( shit, pissed off etc.)
 •
Your language should be precise and concise

Do’s
 Be patient, cheerful and helpful
 Respond clearly with “yes” or “no” when speaking
 If you calling on behalf of your company, please
mention to the caller & try if you can assist them
on the query.
E.g. I am calling on behalf of VDC. How may I/can
I help you?/VDC, How may I/can I help you?

 While answering a call on behalf of your
company/team member:
 •
Address the caller properly by his or her title.
Eg : ( Good morning Mr. Ramesh, Good
afternoon Ms. Sandhya)
 •
Listen to the caller and what he/she has to
say.
 •
Always ask if you can put the caller on hold

 Do not eat or drink while you are on telephone
duty
 •
Do not use slang words or Poor Language
 •
Never address an unfamiliar caller by his or her
first name
 •
Never snap back or act rude to the caller
 •
Never leave the person on hold for more than a
few seconds or they may become upset and hang
up

 Bail — Intransitive verb for leaving abruptly.
 Feeling blue; have the blues — A feeling of
depression or sadness.
 A buck — Slang term for a the American dollar.
 By the skin of (my/your/his/her) teeth — just barely.
 Creep (n.) — An unpleasantly weird/strange person.
 Couch Potato — A lazy person who spends the bulk
of their time engaged in things that can be done
while sitting on a couch.
 Cram — To study feverishly before an exam typically
done after neglecting to study consistently.
 Crash — To abruptly fall asleep, or to show up
without invitation.
 Down to earth — And adjective for practicality and
lack of pretense.
 Drive up the wall — To irritate.

 Always answer with a greeting ( G.Morning or
G. Evening)
 Always identify your company (example: Thank
you for calling the “Vijaya Diagnostic Center”)
 Identify yourself (example: This is the Sales
Manager speaking or Manoj speaking)

 Question the caller’s need (example: How can
I/may I help you sir / madam?)
 Keep a courteous and audible tone.

 Listen to the guest carefully and note down
the points, if needed
 Don’t interrupt the guest or break his
conversation
 The way you answer calls will make or break
the conversation

It shows, even through the phone lines

Telephone Etiquette new.pptx

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