Telephone Etiquette : © 2008 MMMTS Telephone Etiquette MMM Training Solutions
Contact: Pramila Mathew
Mobile: +91 98409 88449
Website: www.mmmts.com Telephone Etiquette : © 2008 MMMTS Telephone Etiquette Answering the Telephone : © 2008 MMMTS Answering the Telephone Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness.
Greet the caller, e.g. “hello”, “good morning”. Good manners shows you respect the caller.
Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service.
Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.
The greeting is key, it sets the tone and style of the whole interaction. Slide 4: © 2008 MMMTS “Good morning, thanks for calling the ABC Hotel, my name is XYZ, how may I help you?” Slide 5: Telephone Etiquette Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804 Tone of Voice
86% Words 14% Telephone Etiquette : © 2008 MMMTS Customer forms a mental PICTURE of you.
P – PITCH
I – INFLECTION
C – COURTESY
T – TONE
U - UNDERSTANDING
R – RATE
E - ENUNCIATION Telephone Etiquette Interviewing Techniques : © 2008 MMMTS Interviewing Techniques Slide 8: © 2008 MMMTS Interviewing Techniques Personal Qualities For Phone Work : © 2008 MMMTS Personal Qualities For Phone Work Tips for Telephone Etiquette : © 2008 MMMTS Tips for Telephone Etiquette Tips for Telephone Etiquette : © 2008 MMMTS Tips for Telephone Etiquette Before you answer, be prepared:
Have your computer switched on.
Have pens, pencils and notepad ready.
In answering the phone:
Answer calls promptly by the second or third ring.
Smile as you pick up the phone.
Use your ‘telephone’ voice, controlling your volume and speed.
Project a tone that is enthusiastic, natural, attentive and respectful.
Greet the Customer, identify your Company and yourself. Tips for Telephone Etiquette : © 2008 MMMTS Tips for Telephone Etiquette In the course of the conversation:
Focus your attention on the Customer.
Enunciate/articulate clearly. Speak distinctly.
Use simple English – avoid Jargon and Acronyms.
Use action specific words and directions.
Use the Customer’s name during the conversation.
Always speak calmly and choose your words naturally. Tips for Telephone Etiquette : © 2008 MMMTS Tips for Telephone Etiquette Avoid forbidden phrases:
“ I don’t know.”
“I/we can’t do that.”
“You’ll have to….”
“Just a second.”
“No.” Handling Irate Customers : © 2008 MMMTS Handling Irate Customers The first step in handling an Irate Caller is to simply hear the other person out. Listen intently. Allow the Customer to vent some frustration.
Empathizing allows you to understand another person’s motives without requiring you to agree with them. Slide 15: © 2008 MMMTS 5 Phases of a Call Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Opening
Call (Greeting & Introduction) Building
(Paraphrase) Provide Customer Solutions, Alternatives or Information Get
Close the call
(Summarize) Contact Information : Contact Information MMM TRAINING SOLUTIONS
59/29, College Road,
Nungambakkam, Chennai – 600006.
Website: www.mmmts.com Pramila Mathew - Training Consultant and Executive Coach
Mobile: +91-9840988449; E-mail: Pramila.Mathew@mmmts.com Vikas Vinayachandran - Training Consultant
Mobile: +91-9840932894; E-mail: Vikas@mmmts.com