Telephone Etiquette

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What is Etiquette?

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Need for Etiquette

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Social Etiquette Official Etiquette Corporate Etiquette Meeting Etiquette Telephone Etiquette Eating Etiquette Business Etiquette etc Types of Etiquette

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It is essential to learn how one should interact with the other person over the phone. Telephone etiquette refers to the way an individual should speak on the phone. Make sure you greet the other person. Take care of your pitch and tone. Telephone Etiquette

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Pre-calling guidelines: Before the call always have purpose in mind If you are calling in relation to a meeting then prepare an agenda For a conference call identify a coordinator or a leader to lead the call Basic Telephone Etiquette

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Answer calls on time– within 3 rings Before picking up the receiver, discontinue any other work Conversation or activity such as chewing gum, typing, etc. that can be heard by the calling party Keep a note pad and pen stand at your desk Basic Telephone Etiquette

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The Grand Opening

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The Grand Opening Incoming call :- When receiving an incoming call always identify yourself for example “Jaya speaking”, “This is Dev here” Outgoing calls:- When making an outgoing call Introduce yourself and the company you are calling from. For example, “Hello, this is Jaya from Manira, May I speak with Mr. Patel?”

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The Grand Opening In case of an scheduled call: Greet the client as per his time zone Introduction Mention the agenda of the meeting

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The Grand Opening In case of an unscheduled call: Do not call very early or late in the day Be sure to ask if it is a convenient time to speak State the purpose of the call as soon as possible

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Speak slowly, clearly and spell out words if necessary Use plain English and avoid unnecessary language . Focus your full attention on the caller and the conversation Use active listening to clarify and check for under-standing During the call guidelines

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Concentrate Full Strength

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People who do two things at a time, they don’t do either one very well When you split your attention, you’re likely to lose something important the client says Why ??

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Remember that you are representing your department and etiquette is very important. Using phrases such as "thank you" and "please" are necessary in displaying a professional atmosphere. Telephone Procedures

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Make sure to answer before the third ring. Use Greetings. Use a greeting that is going to give the caller the impression that we are professional. Examples of greetings can be: " May I help you?" OR "Good Morning". Telephone Procedures

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Ask the first caller, “May I place you on hold for a moment?” Place caller on hold. Answer the ringing line saying, can you hold for a moment please? And wait for them to say “yes.” If you are currently on one line and another line rings:

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Place second caller on hold. Return to first caller and complete the call. Go back to the second caller. And say, "Thank you for holding, how may I help you?" If you are currently on one line and another line rings: contd….

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TIPS OF TELEPHONE ETIQUETTES

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TIPS OF TELEPHONE ETIQUETTES Pick the phone, at worst, at the third ring. Have a standard greeting Speak pleasantly (creating a good rapport). Smile on phone in order to have a good pleasant voice or tore. Don’t eat, or chew a gum, and don’t sip a drink while on phone .

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TIPS OF TELEPHONE ETIQUETTES Sound alert and active – let not your voice sound lazy, tired, and rude, bored or disinterested Use a low pitch tone, high pitch will sound like shouting. Be polite or courteous to all calls irrespective of the circumstances. Use simple words that the caller will understand.

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TIPS OF TELEPHONE ETIQUETTES Listen very attentively Don’t work or do other things while on phone, the caller can sense your distractions. Don’t keep the caller on hold for more than sixty seconds without communicating your effort. Say ‘thank you’ for holding on.

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Thank you Sarika.chougule