TELEPHONE ETIQUETTE By the end of this presentation
TELEPHONE ETIQUETTE
By the end of this presentation, you will be able to identify Ø How to answer Telephones Ø How to take a message Ø How to conclude a call Ø How to transfer a call Ø How to put a customer on hold Ø How to deal with angry customers
Professional Telephone Etiquettes!!! Often a client's first contact with a business is by phone. Professionalism is thoughtful, polite, educated, efficient and valuable at all times.
Before you answer Ø Be prepared Ø Turn away from you computer, desk or other work Ø Have pens, pencils and notepaper handy
Answering the phone Ø Answer calls promptly – within 3 rings Ø Smile as you pick the phone – The caller will hear it in your voice Ø Project a tone that is enthusiastic, natural attentive and respectful. Ø Greet the caller and identify yourself and your company/ department/unit Ø Ask, ‘How may I help you? ’’
During the conversation Ø pronounce clearly. Speak distinctly. Ø Use simple English and stay away from unnecessary jargon and acronyms Ø Always speak coolly and prefer your words naturally
Continuation Ø Use all your listening skills Ø Focus your full concentration on the caller and the conversation Ø Listen “between” the words Ø Use active listening to clarify and check for understanding
During the conversation If there is a trouble, project a tone that is apologetic, concerned, and empathetic. Ø Avoid the five forbidden phrases l ‘’No” Instead. Find a way to state the situation positively l “I don’t know” Instead, say: “That is a good question; let me find out for you” Ø
During the conversation “I/We can’t do that. ” Instead say: “This is what I/we can do” l “You will have to” Instead say: “Here’s how we can help you” l “just a second” Instead Give a more honest estimate of how long will take you l
Use “LEAPS” with the emotional caller to vent L Listen; allow the caller to vent Ø E Empathize; acknowledge the person’s feelings Ø A Apologize when appropriate, even if the problem is not your fault, You can say, “I am really sorry this happened” and mean it Ø P Be positive Ø S Solve; suggest/generate solutions that you can both agree on and, if reasonable, do it! Ø
Concluding the call Ø End the conversation with agreement on what is to happen next; if you are to follow up, do so immediately. Ø Thank the caller for calling, invite the caller to caller again
Answering calls for others Ø recognize yourself and the company or person for whom you are answering and say, "How may I help you? Ø Offer help in the absence of others--say, "She is not in today, perhaps I can be of assistance". Ø 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". Ø 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.
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