Best Practices of Telephone Etiquette for any small or medium business - understanding your customers and being available, responsive and reliable are keys to ensuring quality customer service. This presentation can be implemented with your team 10-15 minutes as some great strategies that can be implemented immediately. Telephone etiquette - what to do and what not do is very important in a business and can make or break you!
Every phone call is an attempt at communication between the Customer & Representative; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be more difficult. In general, people are asked to keep their language more standard, as opposed to using slang; to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling friends, it's often best to stick to established etiquette.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Every phone call is an attempt at communication between the Customer & Representative; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be more difficult. In general, people are asked to keep their language more standard, as opposed to using slang; to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling friends, it's often best to stick to established etiquette.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
Slides to accompany a bite-size training session on communicating effectively on the telephone - both inbound and outbound. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
Phone Etiquette: Vocal Skills
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.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
Slides to accompany a bite-size training session on communicating effectively on the telephone - both inbound and outbound. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
Phone Etiquette: Vocal Skills
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.
In a down economy, many business owners feel the pinch and are quick to cut expenses. What expenses should be cut? Unfortunately, all too many times, a decision is made to cut back on marketing. (Sales staff, advertising, direct marketing, networking, etc.)
By cutting marketing, business owners could actually be missing new sales growth opportunities. In an economic downturn there is a huge opportunity to invest in marketing to capture more market share, as your competition runs into trouble and makes the mistake of cutting back their marketing. Your competitors may not have the foresight or the capital to make good marketing decisions. By investing in effective marketing during an economic downturn, it puts your company in a better position when the economy rebounds.
Instead of making a decision to cut marketing, it would be better to re-evaluate your marketing plans to make sure they are most effective. Knowing where to spend your marketing dollars and why, is critical in getting the best return on investment. This is where having an effective marketing plan is invaluable when times get tough.
Whether you have a marketing plan or not, here are some tips that can assist you in doing effective marketing in economic downturns.
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Michael Economou is an Entrepreneur, with Business & Technology foundations and a passion for Innovation. He is working with his team to launch a new venture – Exyde, an AI powered booking platform for Activities & Experiences, aspiring to revolutionize the way we travel and experience the world. Michael has extensive entrepreneurial experience as the co-founder of Ideas2life, AtYourService as well as Foody, an online delivery platform and one of the most prominent ventures in Cyprus’ digital landscape, acquired by Delivery Hero group in 2019. This journey & experience marks a vast expertise in building and scaling marketplaces, enhancing everyday life through technology and making meaningful impact on local communities, which is what Michael and his team are pursuing doing once more with Exyde www.goExyde.com
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2. TELEPHONE ETIQUETTE BASICS
➤ Answer the telephone by 2nd or 3rd ring
➤ Provide a warm greeting
➤ Identify the company name, your department and your name
➤ Ask the customer how you may be of assistance
➤ Speak clearly and with genuine care and concern
➤ Ask questions and listen attentively [free of any inhibiting
thoughts]
➤ Use the customer’s name
➤ Ensure that you have all resources required to answer their
questions
➤ Always try to maintain a pleasant countenance and a smile when
speaking on the telephone
3. LISTENING IS A SKILL
We listen to 25% of what we hear
Most times we tune out the other 75%
Make mental notes and be aware of what
the customer is saying
Listen for - CONTENT, INTENT and
EMOTION
Feel free to ask the customer if you make a
few notes…..
4. TRANSFERRING A CALL
➤ Explain why the call has to be transferred - reasons may include -
wrong department, wrong number, call has questions only one
department can answer
➤ Ask the customer for their permission for you to transfer the call
➤ Wait for an answer - do not blindly transfer the call as soon as your
hear the other telephone ring. Wait for the other person to answer
and explain to them the reason for the transferred call
➤ Make an Introduction - advise the customer of the name and person
that you will be transferring them to and also provide them with the
person’s straight line or extension just in case they get disconnected
➤ Complete the transfer
5. CALL HANDLING
Some customers are unable to state their questions clearly and briefly
If the caller is rambling, chances are you probably cannot identify what the point is….
Try these suggestions:
➤ What can I do to help you?
➤ As I understand it, Ms. Grant, what you need from me is your statement, is that correct?
➤ How can we help you resolve this matter?
6. ENDING A CALL
➤ Make sure the business part of the conversation has been completed and then ask the
customer if there is anything else that you can do to assist….
➤ Always be professional at the end of the call - this shows courtesy and respect for the
customer
➤ If all the questions have been answered and the caller is conversing on a social matter such
as their marriage or grandchildren - simply say “I’m glad to hear about your grandchildren,
however, I must attend to another call and give them as much of my attention as I gave you”
| “I appreciate the additional information, but I must attend to an urgent matter” | “Your
business is very important to us and I need to enter your order into the system. Is there
anything else you need?”
7. ENDING A CALL
➤ Offer alternatives - always suggest additional solutions that may be suitable for the
customer
➤ If there is further follow up to be completed after the call has ended - always provide the
customer with information as to how you can be reached such email, straight line, mobile
number
➤ Always wish the caller a great rest of day and thank them for choosing your business as
you know they have a choice
➤ Always end on a positive note
8. “Your attitude plays a major role when
conversing with customers over the
telephone so make each second count.
10. Prepared and Presented By: Yanique Grant [Managing
Director - Professional Training and Occupational Services |
President of Jamaica Customer Service Association]
![TELEPHONE ETIQUETTE BASICS
➤ Answer the telephone by 2nd or 3rd ring
➤ Provide a warm greeting
➤ Identify the company name, your department and your name
➤ Ask the customer how you may be of assistance
➤ Speak clearly and with genuine care and concern
➤ Ask questions and listen attentively [free of any inhibiting
thoughts]
➤ Use the customer’s name
➤ Ensure that you have all resources required to answer their
questions
➤ Always try to maintain a pleasant countenance and a smile when
speaking on the telephone](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)