2. 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!!!
5. 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
6. 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
7. 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
8. 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
9. 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
10. 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?
11. 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
12. 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
13. 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.
14. 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.
15. 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