Telephone Etiquette

Professional Voice
Articulate
Distinct
Well projected volume

Expressive Modulated

Conversational 120 words per minute

Energetic
Alert
Eager

Moderate pitch
Pleasant
Smile
 Benefits of Etiquette
• Standardized service
• Projects you as a professional
• Tells the caller:
– Which company/department s/he has reached
– Who is answering the call
Answering the Call
• One ring
• Greeting
• Your name
• Offer help (optional) “How may I help
you”
Avoid the Five Forbidden Phrases
• “ I don’t know ” – “ This is a good question;let me
find out for you.”
• “ I/we can’t do that.” – “ This is what I/we can do.”
• “ You’ll have to ” – “You will need to” or “ Here’s
how we can help you.”
• “ Just a second ” – Give a more honest estimate of
how long it will take.
• “ No. ” – Find a way to state the situation positively.
Professional Hold Procedure

• Seek permission
• Explain why hold is necessary
• Give approximate time of hold
• Wait for response
• Keep checking back in case of delays
• Thank for waiting and apologize in
case of delays
How to Transfer the Call
• Explain why the transfer is necessary

• Apply correct hold procedure

• Inform the person to who the call is being

transferred (warm transfer) about the name

of the person or the matter (if mentioned)

• Tell the caller who is going to be on line

• Never do a cold transfer

 Ending the Call

• Summarize and paraphrase

• Offer additional help

• Write down any relevant information

and post it on the desk of the
concerned person (in case the call
was not for you and you took a
message)
Taking Messages
• Please note all relevant details
(name,designation, phone
number,content)
• Write it down
• Inform the person concerned
immediately or arrange for the same
• Check on call back time/arrangements
 Telephone Tips
• GREET
• LISTEN
• EMPATHIZE
• PROBE
• COMMON COURTESIES
• AVOID COMPANY JARGON & RULES
• TONE
 Telephone Tips
Here’s a rundown of some quick tips to brush
up on your phone manners and phone style –
• Don’t type or shuffle papers while you’re on the
phone – it suggests that you’re not listening to
the caller.
• Rid your mouth of food, gum, cough drops or
candy before talking on the phone.
• If you have to sneeze or cough ,turn your head
and cover your mouth- and the receiver.
 Telephone Tips
• Speak directly into the receiver – don’t
bury it in your shoulder or neck.
• Cut down on the background noise when
taking or making a call. Computer bings
and bleeps can be distracting over the
phone.