Introductions, Greetings & Telephone Etiquette

Objectives
To be aware of business etiquettes o Greetings, Introductions, Business Cards To understand telephone etiquette and its importance o To practice business and telephone protocols

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4 November 2009

Definition

Etiquette includes manners and behavior considered socially acceptable by people of the culture. Protocol refers to customs and regulations involving diplomatic etiquette and courtesies expected in high-level business negotiation. high-

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4 November 2009

Greetings
Good Morning, Good afternoon, Good Evening (never Good Night) Hello, How are you? How Do You do? Handshakes

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4 November 2009

Business Introductions
Always make Business Introductions NOT doing it causes embarrassment Individual and group introductions Gender DOESNT play a role In business, introductions are based on hierarchy People lower in the company are introduced to those higher in rank.

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4 November 2009

Business Introductions
Id like to introduce you to Id like you to meet ; Let me introduce you to Allow me to introduce you to May I present? Have you met ? Have you two met ? This is Ladies and gentlemen, Id like to introduce our new colleague

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4 November 2009

Heres How To Do It:

Mr./Mrs. Higher on the Business Ladder, I would like to introduce lower rank.

But! The client ALWAYS takes precedence over anyone in your organization, as does an elected official.

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4 November 2009

During Introductions:
Never call your boss by their first name Always get up from your seat During hand shake, watch where you place your hands Take the lead in shaking hands. Avoid Bone Crushing Some people are huggers, be ready- but dont lead

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4 November 2009

Responding to Introductions:
The way you respond to someone else's introduction is just as important as making the introduction. In response to formal introduction, "Could simply say "hello". How do you do?" followed by the person's name is the customary response Refrain from the use of first names until the person to whom you've been introduced has indicated it.

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4 November 2009

Introduction Blunders
You forget someones name Your name is pronounced incorrectly Your boss forgets to introduce you You are not sure when to stand during introductions Remembering Names: If you forget someone's name when making an introduction, try putting the other people at ease rather than concentrate on your own embarrassment.

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4 November 2009

Business Cards
Always carry a few of them along with you. Needs to be exchanged at the beginning of the meeting Be selective about whom you wish to present your card. Present with the type side up.

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4 November 2009

Telephone Etiquette

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4 November 2009

Your first impression!

Attention - Give your caller full attention Smile You can always hear a smile. Tone Energetic, warm, kind, polite, professional Clarity Use the right pace and pause Volume - Speak up, emphasize points Articulate Enunciate and stress the words

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4 November 2009

Giving your caller full attention

Ensure that you are ready to pick up the call. Focus your attention on the caller. Disengage yourself from any previous conversation before picking up the call. Tips: Stop reading an email or file while on a call. Turn away from your computer and desk when you answer the phone. Avoid drinking or eating during the conversation.

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4 November 2009

Plan your calls

Plan your outgoing telephone calls. Think through who you are going to call, what you are going to say, how you are going to try to persuade and drive home the point & how to follow up if required. Be ready with the agenda and the key points that you want to highlight. To make notes while calling, it would be ideal to have a speakerphone. Decide what you'll do if the person you are calling is not there.

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4 November 2009

Making the call

Be sure to first identify yourself and your company. Be sure and be ready to explain purpose of your call Check if the receiver is free to talk. Speak clearly using short, simple sentences. Channel your talk. Use courtesy titles while addressing people. If you dial the wrong number, explain yourself and verify the phone number so you don't repeat the call. Don't hang up; that's just rude.

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4 November 2009

Answering the call

If you're on a scheduled call, be at your desk at the appointed time. Answer the telephone promptly. Try to pick it in 2-3 rings. Set the ringer volume at a low level. Introduce yourself and your company . Use courtesy titles when addressing the caller. Speak clearly, distinctly and naturally into telephone transmitter. Have a friendly tone.

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4 November 2009

Answering on behalf of your colleague

If you answer a call on behalf of a colleague, give your name and the companys name. Let him know that you are attending the call on your friends behalf. Ask the caller if he would prefer to call back later or would like to leave a message. Leave a note for your friend regarding the details of the call Callers name and company/department Date and time of the call Complete telephone number Brief explanation of the call Leave your name below the message.

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4 November 2009

Putting on hold
Be polite and check whether the caller would like to be on hold. Give your reasons for putting the person on hold. If you have to put him on hold for a longer period of time, check whether he would prefer you to call back. Get back to the caller every 30 seconds. Turn on the hold button, else your caller might accidentally hear conversations held nearby. Once you get back, thank him for being on hold.

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4 November 2009

Transferring the call

Be polite and ask if he would like to be transferred. Give your reasons for transferring the call. Tell the caller to whom he/she would be transferred. Ensure that you are transferring the call to the proper person or department. If you have a frustrated caller who has been transferred several times already, do not transfer them again. Take ownership of their situation.

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4 November 2009

Using Speaker phone

Identify yourself to the caller. Ask the callers permission before using the speaker phone option. Use speakerphone within closed doors. Introduce everyone present in the room and explain the purpose of their presence. Every time somebody speaks to the caller, the person has to give his/ her name. Evade simultaneous conversation. Never use regional languages especially when a discussion is in progress.

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4 November 2009

Voicemail Greeting
Be sure to record your own personal greeting; don't use the standard default greeting or have another person record your greeting. Write down what you want to say in your greeting and practise saying it a few times before recording. Include in your greeting your name and department . Mention your normal work hours. State when they could expect a call back if possible.

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4 November 2009

Leaving a voice mail message

Speak clearly and slowly. Leave your name and extension number. It's best to repeat your number at the beginning and end of your message. Keep messages short and to the point. Remember that you want to leave a good impression on the person you are calling. Leave the date and time you called in the message. 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.

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4 November 2009

Handling difficult customers

Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier.

Always show willingness to resolve the problem or conflict. Try to think like the caller. Remember, their problems and concerns are important.

Offer to have your supervisor talk to the caller or call him/her back if the caller persists.

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4 November 2009

Review the following conversation.

Receptionist: Caller: Receptionist: Caller: Receptionist: Caller: Receptionist: Caller: Bookkeeping, James Stewart I need to speak with Ms. Stell, right away. May I get your name and number please? This is Sam Davis and I need to speak with Ms. Stell Let me check to see if she is in, will you hold on please? Yes, thank you Ill hold. Im sorry, Ms Stell is not available, Let me take your number and have her return the call. NO, Ill hold until she can take my call.

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4 November 2009

Conversation tips
What You Mean: No Tell the Caller: I haven't gotten to that yet.

We can't do that.

That's a tough one. Let me see what I can do. Here's how we can help you.

You'll have to " or "You should ..

I dont know .

Thats a good question. Let me check and find it out.

"She is busy"

"She is unavailable at the moment. Would you like to leave a message on his/her voicemail?" it could take a few minutes to get that information. Could you hold while I check or should I call you back?

Just a second.

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4 November 2009

Conversation tips
What You Mean: "He/She is out." Tell the Caller: "He/She is not in the office at the moment. Would you like to leave a message on his/her voicemail?" "He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?" "He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?" "I expect him/her shortly. Would you like to leave a message on his/her voicemail?" "She/He is out of the office for the day. Can someone else help you or would you like her/his voicemail?" "He/She is unavailable at the moment. Would you like to leave a message on his/her voicemail?"

"I don't know where he/she is."

"He/She is in the men's/ladies room." "He/She hasn't come in yet."

"She/He took the day off."

"He/She doesn't want to be disturbed."

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4 November 2009

Closing the call

Summarise your call. Get clarification. If I understand you correctly , So you are saying that This is what I understood

Make sure the caller has no more queries. Use Good bye, Thanks for calling or equivalent closing messages to indicate closure. Do not bang the phone.

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4 November 2009

Mobiquette

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4 November 2009

Mobiquette

Use a low and standard professional ringing tone. Office is not the space where you display your addiction for Hard Rock or House! Keep your personal calls short. If it is something sensitive walk out of your cubicle. Do not walk around in an open plan office talking on a phone. Do not leave mobile phones lying around in the office when you move away from your desk. Unanswered ringing phones are annoying. Avoid phones in elevators or break lounge.

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4 November 2009

Manage your mobile phone not vice versa

Have a sense of place, manners and priorities. Ask yourself: Decide on what is the priority now- This work or call or the person or people I am with now? Proximity counts! Respect others personal space and try to keep 10-20 feet distance from the closest person. In a meeting: Turn off your phone in a meeting. If you expect an important one, keep others informed about it and that you might leave the room. Make conversation crisp and come back soon. Silent or switch off mode in places of worship, auditoriums, enclosed public spaces, hospital emergency rooms, airplanes. Be aware of the health concerns resultant to mobile phone usage.

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4 November 2009

Summary
Give your caller full attention. Don't type or shuffle papers while you're on the phone - it implies that you're not listening to the caller. Dont have food, gum, cough drops, or candy while on a call. Dont sneeze or cough into the receiver. Listen carefully and take notes, if necessary. Have a notepad next your phone. Be polite, patient and helpful. Avoid getting angry with the caller.

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4 November 2009

Summary
Dont listen to your colleagues phone conversation. If you drop in at your colleagues desk and the colleague is talking to someone on the phone, dont interrupt or hang around. Come back once he is free. Do not yell or talk to others in the room while others are on the telephone. Dont bang the phone. Return calls within 24 hours.
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4 November 2009

References
http://www.marketingsource.com/articles/view/3919 Giving Good Phone: The Importance of Proper Telephone Skills and Etiquette by Scott Greggory http://library.thinkquest.org/2993/phone.htm Phone Etiquette (courtesy) http://www.fullerton.edu/IT/Services/Telecom/FAQ/etiquetteguide.asp Telephone Etiquette Guide http://www.buzzle.com/articles/telephone-etiquette-tips.html Telephone Etiquette Tips http://www.microsoft.com/smallbusiness/resources/technology/communications/cellphone-etiquette-10-dos-and-donts.aspx#Cellphoneetiquettedosanddonts Cell phone etiquette: 10 dos and don'ts http://www.wisegeek.com/what-is-cell-phone-etiquette.htm What is Cell Phone Etiquette?

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4 November 2009

Thank you

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4 November 2009