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Business Telephone Etiquettes

Published on January 2017 | Categories: Documents | Downloads: 11 | Comments: 0



Business Telephone Etiquettes

Business Telephone Etiquettes
The telephone has become an indispensable tool in businesses today. Cell phone technology is rapidly changing. It is imperative to know all the rules while talking on a phone for business purposes. Business telephone etiquettes should be taught to all members of the organization. This will leave a good impression of your organization on both the callers and the called. There is a surprising lack of knowledge among people about proper business telephone etiquettes. Following are a certain set of phone ethics will definitely lead to favorable outcomes for the entire business. Read on to learn about it. Proper customer service is an integral part of business telephone etiquettes.

33-Important Tips for Telephone calls:
1. Ask the caller, "To whom am I speaking?" 2. Avoid unnecessary jargon and acronyms in your conversations. Use simplest of simple words. 3. Use the caller’s name in your conversation. 4. Practice good listening skills. 5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself. 6. Before placing a caller on hold, ask their permission first and thank them. May I place this call on hold for 1 minute while I make a note of instructions/information? 7. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long. 8. Do not forget to return the call as you promised. 9. Do not permit the phone to ring into the office more than three times. 10. Always use a pleasant, congenial and friendly tone. 11. Never interrupt the person while he/she is talking to you. 12. Never engage in an argument with a caller. 13. Do not handle an unhappy caller's concern openly at the check-in, checkout desk. 14. Do not make it a habit of receiving personal calls at work. 15. Do not answer the phone if you are eating or chewing gum. 16. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call. 17. Learn how to handle several callers simultaneously with ease and grace. 18. Return calls promptly that have been left on your voice mail and ans-a-fones. 19. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call. 20. Do not ever leave a message with someone else or on an ans-a-fone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department." 21. Always make collection calls in private and away from the patient flow or public areas. 22. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
Deepak Kumar Sekhri[Manager-Training, SSIM] [email protected] Ph: 8019683672

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Business Telephone Etiquettes

23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so. 24. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful. 25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.) 26. Give caller undivided 100% attention. When you take a call, turn away from your computer, desk, and other work. Don’t allow other distractions to take your attention away from the caller. 27. Always have something available to write with. 28. Answer calls by the second or third ring.
29. Smile when you answer your calls. Even though the caller can’t see it, they’ll hear the smile in your voice.

30. Use a "telephone voice" in which you control your volume and speed. Speak clearly. 31. Be enthusiastic and respectful. 32. If there is a problem, be concerned, empathetic, and apologetic. 33. Thank the caller for calling. Ask them to call again.

Further More on Telephone Calling Etiquettes:
When you pick up the phone, greet the person depending on the time of the day. While calling you should introduce yourself and give the name of your organization if you are working in one. Use short phrases and simple words while talking on the phone. Long-winding sentences will lead to disinterest and poor comprehension in listeners. Avoid the use of casual words and slang. Sales people could call you. It is not compulsory to hear out an entire sales pitch. One can ask the salesperson's name and business and politely express disinterest in the business or products. Further you can request your number to be removed from the calling list. Proper customer service is an integral part of business telephone etiquettes. There should be screening of calls by possibly the receptionist before forwarding it to the concerned person. There should be facility to leave a voice message on the phone if the person is not able to take the call at that particular time. If the phone gets disconnected due to some reasons then instead of waiting for the call, callback the person right away. You should avoid multitasking like handling different phone calls at one time. There should be proper scripts for inbound and outbound calls. If you dial a number that is wrong, apologize promptly and disconnect. One ought to dial carefully and in proper lighting to avoid calling a wrong number and causing inconvenience to others. Etiquette demands that both the caller and receiver should write down information when required. Before making a call or taking one, be sure to have something to write upon. In case the conversation is confidential you should speak from a private room where no one else is present. In case this option is not available speak softly and at the volume not audible to neighboring colleagues. Ideally you should not put a person on hold. You ought to ask permission before putting the person on hold. Unauthorized persons should not be permitted to
Deepak Kumar Sekhri[Manager-Training, SSIM] [email protected] Ph: 8019683672

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Business Telephone Etiquettes

use the phone. This may have a detrimental effect on the reputation of your organization. You should never eat food or chew gum while talking on the phone. It causes unpleasant sounds and could possibly irritate the user. Do not talk on the phone while driving. This is not only dangerous but will also divide your attention. Speak softly. Make sure the volume of the phone is not very high as well as speech should be able to be distinctly heard. The correct way to answer the telephone is ‘hello’. Simply answering "yes" is an inappropriate and terse response. You should never be rude to a caller no matter whatever provocation. You should always conduct yourself in a professional businesslike manner. Speak clearly and slowly when taking a business call. You should not mumble or have slurred speech. Keep phone calls brief and friendly. You ought to be mindful of different time zones. Try to call during the day as far as possible. Calls before 9am and after 9pm should be avoided. You should also be careful in calls where cultural differences come by. Many organizations spend plenty of time and money on their employees to excel in communication, exclusively those organizations which are DCR (Direct Customer Relation). As it is established fact that telecom (Telecommunication) is sole of any sort of business no matter what you sale or what service you provides. However customers are ones who become the main source of income into a business, they do not tolerate being treated with rudeness in their dealings with a company. This includes any business that is conducted on the telephone. The telephone is our link to the outside world. Unfortunately, we don’t always realize what kind of message we are sending to our callers. Therefore, here are tips for Business Telephone Etiquette. Communication skill is being known as a rich source to make a person famous and success. Telephone etiquettes is to be observed and followed carefully. You are communicating your view and ideas to other through telephone. The listener not only listens your words but also your heart. You may fail not because of lack of ability or intellectual but due to lack of desire, discipline, dedication and direction.

7-Sweet & Golden Rules to be taken care of while calling Customers:
1. Short and Sweet: It is more important to give the impression that you lead a full active life even though you might be facing lots of problems and challenges. By keeping your initial Telephone conversation brief, you will give the person impression that you are busy and in demand. Also if you are ending the conversation it will keep you in the position to control others. 2. Leave them High: People usually remember what you say last. So, its important to prepare well for ending the conversation, making a effort to leave a positive note. 3. Add Purpose: Don’t just call to chitchat. Remember the rule “Short and Sweet”. Ready with a purpose to your call. This plan will serve you as a backup weapon.
Deepak Kumar Sekhri[Manager-Training, SSIM] [email protected] Ph: 8019683672

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Business Telephone Etiquettes

4. Be Positive: Complaints are a real turn off. Once in awhile is OK. You can avoid looking needy by keeping your emotional baggage to yourself at the beginning. Make an effort to keep all the conversations positive. 5. Leave a message only on second call: You should avoid leaving a message on the first call. Upon second call leave a message and don’t call again until they get back to you. 6. Time your call Well: Phone calls during working hours are complete NO. Set up a time in evening or free time to have a discussion. To plan a meet inform them on weekdays. Avoid making calls on weekends. 7. Stick to the point while leaving message: Don’t give irrelevant information in message. Finally following good business telephone is the responsibility of every person in the organization. These are simple and effective but inexpensive methods to

enhance the image of your organization.

Deepak Kumar Sekhri[Manager-Training, SSIM] [email protected] Ph: 8019683672

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