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.
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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.
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.
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.
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
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.
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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
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.
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Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
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Buying new cosmetic products is difficult. It can even be scary for those who have sensitive skin and are prone to skin trouble. The information needed to alleviate this problem is on the back of each product, but it's thought to interpret those ingredient lists unless you have a background in chemistry.
Instead of buying and hoping for the best, we can use data science to help us predict which products may be good fits for us. It includes various function programs to do the above mentioned tasks.
Data file handling has been effectively used in the program.
The automated cosmetic shop management system should deal with the automation of general workflow and administration process of the shop. The main processes of the system focus on customer's request where the system is able to search the most appropriate products and deliver it to the customers. It should help the employees to quickly identify the list of cosmetic product that have reached the minimum quantity and also keep a track of expired date for each cosmetic product. It should help the employees to find the rack number in which the product is placed.It is also Faster and more efficient way.
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3. When do you practice telephone
etiquette?
When answering calls
Placing calls
Handling business matters over the
telephone
4.
5. Before you place calls
Be prepared – plan your conversation.
Turn away from your computer desk
or other work.
Have your computer switched on.
Have pens, pencils and notepaper
handy.
6. Answering the phone
Answer calls promptly within 3 rings
Smile as you pick the phone – the caller will hear it
in your voice.
Project a tone that is enthusiastic, natural,
attentive and respectful.
Greet the caller and identify yourself and your
business
Ask “How may I help you?”
7. People like the sound of their own
names.
The first time you hear the callers
name, write it down.
Then use her or his name during the
conversation.
If you are in doubt about the spelling of
the caller’s name, ask for the spelling
or start spelling the name and ask for
verification.
Recognize the Caller
8. During the conversation…
Enunciate / pronounce clearly
Use simple English
Avoid slang – uh, hmm, yeah, dude
Always speak calmly and choose your words carefully
Use all your listening skills
Focus all your attention on the caller and the conversation
Clarify and check for understanding
Use basic phrases of courtesy E.g. “May I help you?”
“Please”, “Thank You”, “You are welcome”.
Do not chew gum or eat during a conversation
Do not slam the phone or cut off abruptly
Refrain from idle chit chat with customers.
9. If there is a problem, project a tone that is
concerned, empathetic and apologetic.
Avoid the five forbidden phrases:
“No” - Instead find a way to state the situation
positively
“I don’t know” - instead say “that is a good
question let me find out for you”
“I/we can’t do that” - instead say “this is what I/we
can do”
“You will have to” - instead say “here is how we can
help you”
“Just a second” - instead give a more honest
estimate of how long it will take you.
10. Reports to callers
“Dr Madhu is on another line, will you wait please?”
“He is away from his desk, may I take a message?”
“I’m sorry, Dr Madhu is out of office may someone
else help you?
“Dr Ram is in the Finance/HR/Sales department, one
moment please, I’ll transfer your call.”
“I’m sorry to keep you waiting.”
11.
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13. Answering calls for others
Identify yourself and the company or person for
whom you are answering and say “how may I help
you?”
Offer assistance in the absence of others say “she is
not in today perhaps I can be of assistance.
Do not make commitments for others. Say “I’ll
give him your message when he returns.”
Take accurate legible messages with time, date,
reason for call, urgency, the best time to reach
them and all other pertinent information. E.g.
reports to caller.
14. Transferring Calls
Explain the reason for the transfer – “let me
connect you with Mr. / Ms. / Mrs. xyz
in department.
Know your extension numbers so that the
caller is not kept waiting.
Mute the line if you are clarifying any
information with your colleague etc.
16. Obtaining the callers name
“May I tell Mr. Rao who is calling please?”
“May I say who is calling please?”
“May I have your name please?”
Progress reports
Mr Rao’s line is still busy do you wish to
continue waiting?
“I’m sorry to keeo you waiting, may I check
further and call you back?”
17. Placing someone on hold
Make sure that it is for a genuine reason.
Ask the caller if he/she would hold, and wait for a
response rather than assuming the answer is yes.
Never keep a caller on hold for more than a
minute. If you have to take longer than that,
return to the person and tell them that you will
have to take a few minutes longer and ask if you
could call back.
When you return to the caller thank them for
holding
18. Dealing with angry customers
Listen; allow the caller to vent
Empathize; acknowledge the person’s feelings
Apologize when appropriate.
Be positive
Solve / suggest generate solutions that you can both agree on
and if reasonable do it.
Remain calm and courteous, do not argue.
Do not interrupt.
Explain clearly do not make unrealistic promises.
Act fast, acting quickly shows that you are sorry and that
you will handle the issue.
Follow up get back to the caller to make sure the problem
has been solved.
19. Concluding the call
End the conversation with an
agreement on what is to happen next;
if you are to follow up do so
immediately.
Thank the caller for calling - for his
time, invite the caller to call again.
20. Five Phases of a Call
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Opening
the
Call (Greeting
&
Introduction)
Building
Rapport &
Identifying
Customer
Need
(Question)
Collecting/
Verifying
of
Information
(Paraphrase)
Provide
Customer
Solutions,
Alternatives
or
Informatio
n
Get
Customer
Buy-in;
Establish
Next Steps;
Close the call
(Summarize)
21. Basic Rule
Treat the caller in the manner YOU would
like to be treated if you were placing the
calls.
Callers should be made to feel important
and appreciated.
Prosperous businesses have learned to
treat ALL callers as if they were their best
customers.
22. Essentials of
Use basic good manners
Be courteous
Be helpful
Treat callers with respect
Recognize the caller
Be an active listener
23. Be an Active Listener
Directing your full attention to the caller
will require you to use effective
listening techniques.
Below are some suggestions to
improve your listening skills:
Focus on the caller’s opening statement.
Let the caller speak without interruption.
Verify facts and figures.
Provide feedback to the caller.
Do not ignore the question.
Take notes during the call.
24. Use Good Manners
1. Answer the telephone, if possible,
immediate after the first ring, but
definitely no later than immediately after
the third ring.
2. Use proper identification when placing or
receiving calls.
3. Give the caller your complete attention.
25. Use Good Manners
4. Keep your mouth free of gum or food
when you talk on the telephone.
5. Speak clearly and in a positive tone of
voice to avoid any sense of interruption
by the caller.
6. Screen calls tactfully.
7. Be helpful and follow through.
26. Use of Good Manners
8. End telephone calls with a pleasant
preliminary close.
• Thank you.
• I’m glad you called.
• You’re welcome.
9. Say “good-bye” to end the conversation.
Avoid “bye-bye” and “see you later” for
business calls.
10. Let the caller hang up first.
27. Be Courteous
Consideration of others.
One way we learn about courtesy is
through first hand experience with
someone who is not courteous.
Treat every call as an important call, every
caller as an important customer.
Being courteous at all times is not easy. In
a business office, however, it is ALWAYSa
necessity.
28. Be Helpful
You show your spirit of helpfulness by your
words, expressions, and actions.
Avoid slang expressions used in casual
conversation.
Ex. Get with it (Cooperate!)
As you help callers, speak with confidence
to let them know you have the background
and the skill to assist them.
Even though you may have answered the
same question many times before, avoid
showing any signs of irritation or boredom.
29. Effort (Make an effort to help the caller.)
Listen (Listen carefully to what the caller
wants.)
Promise (Keep your promises.)
Fairness (Treat all callers fairly.)
Understanding (Understand the caller’s
point of view.)
Lifeline (Show concern for the caller.)
What does it take to
Be Helpful?
Habit (Make helpfulness a Habit.)