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Telephonic etiquette
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- 2. What are Etiquette? •Etiquette refers to good manners. • An individual must behave well in public to gain respect and appreciation from others. • It is essential to behave in a socially acceptable way.
- 3. Telephone Etiquette • Anindividual needs to follow a set of rules and regulations while interacting with the other person over the telephone. • Creating an impression of our personality, education, family background . • It will create a “PICTURE” into the mind of another person.
- 5. Importance: • First Impression:itcan only takes seconds to decide if they like you or not. • It can potentially make or break a business relationship. • What you say (verbal communication) and how you say it (nonverbal communication) are critical because the caller cannot see your facial expression or body language- which carry a lot of information about your confidence, competence, and sincerity.
- 6. • Why itis important , we hire receptionist , secretary or administrative assistant that has to know how to present well over the phone?
- 11. Tips to keepin mind: • Greeting: begin the call with appropriate greeting like good morning / afternoon depending on time. • Be polite : A polite word or two always helps in bringing warmth into the conversation . • Clarity : Always use a clear , crisp and simple language , including the old 7C's of communication . • Purpose : Before making a phone call , be sure of the purpose of the call.
- 12. • Find somequiet place : Communicating over the telephone is much more effective when both parties can hear each other clearly without background noise. • Be enthusistic : enthusiastic about the chance to speak with the caller. Adults pay more attention to the tone of your voice than they do to the words you use. • Summarise : There are various benefits of summarising and paraphrasing, it helps you to reaffirm what was discussed during the phone call.
- 13. Dont's • Do noteat or drink while you are on telephone duty. • Do not use filler : um or ah • Never snap back or act rude to the caller . • Never leave the person o hold for more than a few secounds (not more than 30 sec) or they may become upset and hang up.
- 14. Usage of language •Speak in a normal way but in an effictive manner. • Words delivered should be clear and understood to the caller . • Offer assistance : “How May I Help You?” • Identify Yourself: ” Aman speaking “ , “pooja speaking”.
- 15. • Take timeto speak clearly and slowly and in a cheerful manner . • If you have tendency to speak loud or shout , avoid doing so on the telephone. • Taking care of customers over the telephone and making them fell well informed and appreciated is essential. • The ability to listen is a problem in general but it is very important to listen to what the caller has to say .
- 16. The tone playsa very important role as the guest cannot see you .Your voice sets up the perception in the Guest's mind. Ussage of tone
- 17. Challanges 1. Handling rudeor impatient callers : -Stay calm and try to remain polite. -Try to think like the caller and focus to resolve their problems . 2. If you are in a non supervisory position : If the caller needs to speak to another person or department ,transfer the caller directly to the desired person's extension rather than the operator.
- 18. 3.Wrong number : Whenyou reach a wrong number, don't argue with the person who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up. 4. Important Messages : Be prepared with pen and message slip when you answer the phone.