WHY THIS SESSION?
• Telephone etiquette can make or break the caller’s perception of your service
• 86% of the message is from your tone of voice • 14% is grasped by the actual words
Tone of Voice
TIPS TO IMPROVE INFLECTION
• Stress Words • Breathe
• Exaggerate your tone
Test Your Telephone Etiquette IQ
The time is 11:45 am, and Harriet is at her desk putting the final touches on last quarter’s sales figure report, which is due to her boss by noon. She is on the final page of the report when the phone rings. Harriet tries to ignore it for a few moments (hoping the person will go away), but the ringing continues. Eventually, she picks up the phone and says with a smile, “This is Harriet, how may I help you?” Harriet is demonstrating good telephone etiquette: _____ True _____ False
Ana is a sales assistant at a large hardware store. Her supervisor, George, is having a brief meeting with her about some new stock that has just arrived. Ana’s telephone rings. She immediately picks it up, greets the customer on the other end of the line, and politely says, “Let me put you on hold for just a moment.” Ana is demonstrating good telephone etiquette:
_____ True _____ False
Robert is a travel agent who works for a large national travel agency. His area of specialty is domestic travel. His phone rings and on the line is a customer who needs help booking an overseas trip to Morocco. Robert explains to the customer that he does not deal with foreign travel by saying, “I’m sorry, you’ve reached the domestic travel department, you need to talk to international. Hold on for a moment, and I will transfer you.” Robert is demonstrating good telephone etiquette: _____ True _____ False
Alex is the assistance to the vice president of marketing for a clothing manufacturer. He receives a call for hir boss – from a person whose voice he doesn’t recognize – and says, “May I ask who’s calling please?” The customer on the other end of the line gives hir name and Alex replies, “I’m sorry he isn’t in right now, may I take a message?” Alex is demonstrating good telephone etiquette:
_____ True _____ False
TOP TEN TELEPHONE MISTAKES
1. Assuming other recognize you from your voice. 2. Speaking unclearly, muffled or with food in your mouth.
3. Not listening.
4. Speaking harshly or with intimidating tones.
5. Talking to others in the room, while on the
6. Hanging up without speaking, or apologizing for wrong number. 7. Forgetting you have placed people on hold. 8. Interrupting while others are talking. 9. Leaving long messages or unclear messages. 10. Ending the call abruptly.
ANSWERING THE TELEPHONE
• Pick up the phone in three rings • Greet the caller. Good manners shows you respect the caller. • Give your name.
• Ask the customer if or how you can help.
Tips for Troubleshooting
PUTTING A CUSTOMER ON HOLD
• Seek permission before putting the customer on hold. • Try to keep the duration shortest • Explain to customers why you are putting them on hold • Thank customers for holding.
TRANSFERRING A CALL
• • • Ask the customer if they mind being transferred. Explain why they are being transferred and to whom. Know the transfer instructions for the telephone system so that you do not cut off your caller!
CUTTING CALLS SHORT
• Give a short, sincere explanation for ending the telephone conversation.
– For example, “I’m sorry to cut this short, but I have a visitor waiting to see me.”
• Make plans to get back with the caller if necessary.
– Example: “We have a staff meeting in five minutes. May I call you back?”
TAKING A MESSAGE
• Explain your co-workers absence in a positive light but do not be too specific. • Unnecessary details may seem absurd and might give the wrong impression to those seeking service • Give a reasonable estimate of when the coworker will return.
Offer to help the caller, take a message or transfer to another staff member. Do not make commitments for others-say, "I'll give him your message when he returns," rather than-"He will call you as soon as he returns". Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information.
ENDING THE CALL
• End the call on a positive note • Repeating any actions agreed to be taken and what is going to be done to help/ serve the customer
QUALITIES OF A GOOD VOICE
2. Pleasantness/ warmth 3. Vitality
OBTAINING THE CALLER'S NAME
1. "May I tell Mr. Gupta who is calling, please?" 2. "May I say who is calling, please?"
3. "May I have your name, please?"
OBTAINING THE CORRECT INFORMATION
1. Always repeat and read back messages for accuracy. 2. "Will you spell the name, please?" 3. "Will you repeat the number, please?" 4. "The correct spelling is P-R-E-T-T-Y?“ 5. "The correct number is 5-1-1-6 - (pause)-1-5-3-4?"
1. "Mr. Anubhav’s line is still busy, do you wish to continue waiting?” 2. "I'm sorry to keep you waiting, may I check further and call you back?” 3. "That line is still busy, may someone else help you?” 4. "I'm sorry, she is still away from her desk, do you wish to
• Make sure your message is polite, direct, and businesslike. • Make sure your message can be understood clearly.
• Make crude comments or mention social references in your message. • Have music playing in the background.
• Use multiple people when recording the greeting.
• Return telephone calls promptly
• • • Record your own personal greeting; Write down and practice the content before recording. Include your name and department in your greeting.
Your regular greeting should include your normal work
Use the attendant feature ( if available) to allows the caller to reach another person in your department from your voicemail.
Checking Messages and Returning Calls
• Check your messages daily and return messages within 24 hours. • Reply, forward, or delete messages immediately. • If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them.
Leaving a Voicemail Message
• Speak clearly and slowly. • Be sure to leave your name and extension number. • Keep messages short and to the point. • Let the person know the best time to call you back. • Cover one topic in one message; specify what you want the
recipient to do.
MOBILE PHONE ETIQUETTES
Switching it Off : Know when to turn it off or silent mode it. e.g. meetings, movies, worship, seminars, etc
Vibrate mode when in places where you can take a call,
but don't want to disturb others.
• Permission : Often, it is correct etiquette to inform others at the beginning of the meeting that you are expecting an important call and get their permission.
Be Polite : Don't scream : speak in a lower-thannormal voice, you will be heard by the caller, and not others in the room
Don't Distract : Avoid talking where you may be distracting to others.
• Avoid Talking With Someone When On The Cell • Use Voice Mail Feature • Personal Calls Should be taken outside the Office Premises
Ways to Sound as Good as You Really Are!
• Alertness- Show that you are wide-awake, ready to engage in a conversation • Pleasantness- Put a smile in your voice • Naturalness- Use, simple, straightforward lang.; avoid technical terms/slang • Distinctiveness- Speaks directly into the phone; Use a normal tone of voice, the louder you are, the louder everyone else becomes • Expressiveness- Talk at a moderate rate and volume, but vary your voice tone
• • • • • • Frown Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
• • • • • • Smile (they really can hear it!) Speak Clearly and Concisely Be Enthusiastic Lower the Pitch of your Voice Talk in a Positive Mood Listen/Discuss
Keys to Good Listening
• Limit your talking
– Can’t talk and listen at the same time
• Don’t Interrupt
– A pause doesn’t always mean the individual is finished speaking
– Focus on the conversation. Practice shutting out outside distractions and personal concerns
Keys to Good Listening
• Take Notes
– Helps you remember important points
• Listen for ideas….not just words
– Get the whole picture, not isolated bits and pieces
– An occasional, “Yes,” “I see,” etc. shows that your listening. However, don’t overuse them