Telephone Etiquettes
Content
TELEPHONE ETIQUETTES
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MEANING OF ETIQUETTES
Etiquettes is to do with good manners. It¶s not so much our own good manners, but making others feel comfortable by the way we behave.
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MEANING OF TELEPHONE ETIQUETTES
Telephone Etiquette just means etiquette on the telephone. That is, the etiquettes that one should follow while talking to someone on the phone.
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USING THE TELEPHONE
EFFECTIVELY AND COURTEOUSLY
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Answer the phone before the third ring. Answer calls and return missed calls within 24 hours. Always identify yourself when placing a call. Address people by their names and titles, as appropriate. Listen. Do not interrupt a caller or become impatient. Do not talk with food or chewing gum in your mouth. Always let the caller know when you will return the call. This must never exceed one day. When you have finished talking, say ³Thank you, Mr. or Ms. ____. Goodbye.´ Let the caller hang up first.
PLACING A CALL
Know the name of the person you want to reach and how to pronounce it. Verify the phone number before calling. Keep frequently called numbers handy. Ask the caller if it is convenient to talk. Insist on calling back if the connection is faulty.
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CHOICE OF WORDS
Avoid rude expressions. Reply with a distinct ³yes,´ rather than ³yeah.´ Show respect with simple comments and responses such as ³Thank you,´ ³ I appreciate your help,´ and ³Please.´ Avoid responding with non-words noises, such as ³ah,´ ³uh-huh´ or ³ummm.´ Speak slowly and pronounce words clearly.
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PLACING CALLS ON HOLD
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Ask permission before placing a caller on hold. Return to the line periodically. Ask callers if they want to continue holding. Indicate how long the delay could be. Offer to call the person back if the wait will be long. Never leave a customer on hold for longer than one minute. Be courteous, respectful and professional.
ANSWERING MULTIPLE CALLS
Place the first call on hold. Answer the next call. Complete the second call only if it can be handled quickly. Return to the initial call promptly.
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CUTTING CALLS SHORT
Give a short, sincere explanation for ending the telephone conversation. -For example, ³I¶m sorry to cut this short, but ««««««««««««´
Make plans to get back with the caller if necessary. -Example: ³May I call you back?´
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WRONG NUMBERS
If you place a call and reach what appears to be a wrong number, immediately check the telephone number. And if someone calls you by mistake then politely inform the caller that he/she reached a wrong number. For example: ³I beg your pardon, but is this (305) 375-0000?´ If it is evident that some error was made, express regret, even if you were not responsible. Suggest that the caller recheck the number and dial again. If the caller is trying to reach a County employee or department, do your best to find the number and assist the caller in transferring the call.
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1
MEANING OF ETIQUETTES
Etiquettes is to do with good manners. It¶s not so much our own good manners, but making others feel comfortable by the way we behave.
2
MEANING OF TELEPHONE ETIQUETTES
Telephone Etiquette just means etiquette on the telephone. That is, the etiquettes that one should follow while talking to someone on the phone.
3
USING THE TELEPHONE
EFFECTIVELY AND COURTEOUSLY
4
Answer the phone before the third ring. Answer calls and return missed calls within 24 hours. Always identify yourself when placing a call. Address people by their names and titles, as appropriate. Listen. Do not interrupt a caller or become impatient. Do not talk with food or chewing gum in your mouth. Always let the caller know when you will return the call. This must never exceed one day. When you have finished talking, say ³Thank you, Mr. or Ms. ____. Goodbye.´ Let the caller hang up first.
PLACING A CALL
Know the name of the person you want to reach and how to pronounce it. Verify the phone number before calling. Keep frequently called numbers handy. Ask the caller if it is convenient to talk. Insist on calling back if the connection is faulty.
5
CHOICE OF WORDS
Avoid rude expressions. Reply with a distinct ³yes,´ rather than ³yeah.´ Show respect with simple comments and responses such as ³Thank you,´ ³ I appreciate your help,´ and ³Please.´ Avoid responding with non-words noises, such as ³ah,´ ³uh-huh´ or ³ummm.´ Speak slowly and pronounce words clearly.
6
PLACING CALLS ON HOLD
7
Ask permission before placing a caller on hold. Return to the line periodically. Ask callers if they want to continue holding. Indicate how long the delay could be. Offer to call the person back if the wait will be long. Never leave a customer on hold for longer than one minute. Be courteous, respectful and professional.
ANSWERING MULTIPLE CALLS
Place the first call on hold. Answer the next call. Complete the second call only if it can be handled quickly. Return to the initial call promptly.
8
CUTTING CALLS SHORT
Give a short, sincere explanation for ending the telephone conversation. -For example, ³I¶m sorry to cut this short, but ««««««««««««´
Make plans to get back with the caller if necessary. -Example: ³May I call you back?´
9
WRONG NUMBERS
If you place a call and reach what appears to be a wrong number, immediately check the telephone number. And if someone calls you by mistake then politely inform the caller that he/she reached a wrong number. For example: ³I beg your pardon, but is this (305) 375-0000?´ If it is evident that some error was made, express regret, even if you were not responsible. Suggest that the caller recheck the number and dial again. If the caller is trying to reach a County employee or department, do your best to find the number and assist the caller in transferring the call.
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