Telephonic Manners and Voice Mail Etiquette
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This document provides guidelines for good telephonic manners and voice mail etiquette. It discusses the importance of being respectful, allowing others to speak, and speaking clearly when on the phone. Some tips included are announcing your identity when calling, keeping conversations brief and clear, and not interrupting others. For voice mails, it advises announcing your name and number and keeping messages brief to avoid being long-winded. Managing angry callers involves listening carefully, not interrupting, empathizing with their issues, and following up promptly if a solution can't be provided immediately.
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Telephonic Manners and Voice Mail Etiquette
- 1. TELEPHONIC MANNERS AND VOICE MAIL ETIQUETTE Presented by : Vinay Vishwanathan BSW-6 A1308514011
- 2. WHAT IS TELEPHONIC MANNERS?? The manner in which you speak while talking on the telephone. It is a showcase of your nature and personality. So telephonic manners include: • Being respectful, • Showing consideration, • Allowing time for the other person to finish. • Speaking slowly & clearly, and much more.
- 3. WHY TELEPHONIC MANNERS?? • By having good etiquette, one is able to convey their message more effectively and efficiently. • It can give us a positive response even in a negative circumstance/situation. • It’s often said that if you speak with respect and kindness, you’ll get a mirrored positive response from the other end. • As the other person is unable to see us physically while communicating telephonically, the only way to land a good impression on the other person is by using good etiquette.
- 4. SOME EXAMPLES OF GOOD TELEPHONIC MANNERS • Announce your identity when making a call. • Keep the conversation A.B.C: A. Accurate, B. Brief & C. Clear. • Never be impatient also do not interrupt. • Listen carefully. • Do not eat or chew anything while speaking on the phone • If you have to put the other person on hold, request them for their permission first.
- 5. MANAGING ANGRY CALLERS • Listen to their problem/concern or complaint carefully. • Do not ever interrupt them, let them finish first. • Try not to use the exact words, “You are wrong!” • Empathize with their issues/concerns and respond accordingly. • If you don’t have a solution to their problem immediately, tell them honestly that you’ll get back to them and make it a point to research and get back to them as soon as possible. • Lastly, try not to ever put them on hold.
- 6. VOICE MAIL Voice mails are essentially digital recordings of outgoing and incoming voice messages that are managed either by an on-site or off-site system.
- 7. POINTS TO NOTE WHILE LEAVING A VOICE MAIL • Always announce your identity first by providing your full name, organization’s name and contact number. • Always be aware while leaving confidential information, also be aware of people around you while you are leaving a message. Being discreet helps! • Avoid leaving long-winded messages. Write your message down in advance and then act upon it for better results!