Professional Documents
Culture Documents
Telephone Etiquette - Pps
Telephone Etiquette - Pps
Telephone
Telephone Etiquette
Every time you make or receive a telephone call at work,
you are representing yourself, your department and
company-to both external and internal customers.
The impression you create will be a lasting one.
Make sure your voice and mannerism reflect that you are
alert and at your best!
Answering Calls
Making Calls
When you call someone and they answer the phone, do not say
"Who am I speaking with?" without first identifying yourself:
"This is _______. To whom am I speaking?"
Always know and state the purpose of the communication.
When you reach a wrong number, don't argue with the person
Say: "I'm sorry, I must have the wrong number. Please excuse
the interruption." And then hang up.
If you told a person you would call at a certain time, call them as
you promised. If you need to delay the conversation, call to
postpone it, but do not make the other person wait around for
your call.
If you don't leave a number/message for someone to call you
back, don't become angry if they are not available when you call
again.
Screening Calls
Answer the phone by saying: "[Department name], how
may I help you?"
If the caller asks to speak to the Manager (for example),
ask "May I tell him/her who is calling?"
Taking Messages
Transferring calls
Extended absences
Better known as Dead air
Dont leave the caller on
hold for a long time
Ask him if he/she would like
to know any other detail
while you process the
earlier request
Keep a continuous
conversation so as to make
the caller feel comfortable
Ending Conversation
There are several ways that you can end a long phone call without
making up a story or sounding rude:
Before hanging up, be sure that you have answered all the caller's
questions.
Promise to finish your discussion at another time.
Tell the person how much you've enjoyed speaking with him/her.
Let the caller hang up first. This shows the caller that you weren't in
a hurry to get off the phone with them. Leave the conversation open.
Always end with a pleasantry: "Have a nice day" or "It was nice
speaking with you."
As long as you are honest and polite with the other person, you
shouldn't have any problems getting off the phone and onto
something else.
End on an "up" note.
"Huh?
"Yeah.
"I don't know where he is.
"She's at lunch. Call back later.
"He's not here.
"I don't know where he is or when he'll be back."
"I'm sorry."
"Thank you."
"Please."
"May I take a message?"
"Would you like to leave your number?"
"May I put you on hold?"
"I'm sorry to keep you waiting."
"He's away from his desk. May I have him return your
call?"
"She is out of the office for the day. Can someone else
help you or would you like her voicemail?"
"She is busy"
Hello!
Good morning!
May I help you?
I'm sorry to keep you waiting.
Please.
Excuse me.
Thank you for waiting.
I'd be happy to do that for you
It was nice talking with you.
Is there anything else I can do for you?
I'm very sorry.
It's been a pleasure to serve you.
You're welcome.
Thank you.
Thank you for coming in (or calling).
We appreciate your business
Guidelines:
The golden rules for good telephone techniques are:
Always answer with a greeting (example: good morning / good
afternoon / good evening).
Always identify your company (example: thank you for calling
The Oberoi Grand)
Identify yourself (example: this is the Manager speaking or
Manoj speaking)
Question the callers need (example: can I help you sir / madam)
Keep a courteous and audible tone.
Listen to the guest carefully and note down the points, if
needed.
Dont interrupt the guest or break his conversation.
The way you will answer all calls will therefore follow the pattern:
Good morning Sir / Madam, Thank you for calling Grand hotel.
This is Manoj speaking, Can I help you sir/madam.
listening
understand the full nature of their problem
Do not jump to conclusions,
apportion.
Blame or becoming defensive.
Asking questions to clarify the situation.
Repeating what the speaker said or summarizing
Your understanding of the problem.
Thank the complainant for raising their problems
with you.
End the phone conversation,
with the lines of communication open.
Dont
Smile
Greetings
o May I help you?
o "Good morning"...
Voicemail manners
Be sure to record your own personal greeting
Include in your greeting your name and
department so that people know they have
reached the correct person.
Check your mail box twice every day
Return messages or calls to messages
received.
Always make notes of complicated messages
Always delete messages after they have been
attended to.
Whenever you leave a message for someone,
try to keep it to the point.
Keep it short and simple