Professional Documents
Culture Documents
By: Saurabh S Sawhney
By: Saurabh S Sawhney
Whether at work or on
OFFICE your mobile phone, it is
very important that we
are fully aware of how
we talk or behave over
the phone.
MOBILE
OBJECTIVEVE
AT THE END OF THE TRAINING, STAFF WILL BE ABLE TO;
Phase 1 - Phase 5 -
Opening the Close the call
Call (Greeting & (Summarize)
Introduction)
Phase 2 -
Building Phase 3 - Phase 4 -
Rapport & Collecting/ Provide
Identifying Verifying of Solutions,
Need Information Alternatives or
(Question) (Paraphrase) Information
Telephone Etiquette
Words 14%
Tone of Voice
86%
The tone plays a very important role as the guest cannot see you. Your voice sets up the perception in the Guest’s
mind. Words that we use are also important but not as important as Tone in a telephone conversation.
PHONE CALL IMPRESSION
PHONE IMPRESSION
The person on call forms a mental PICTURE of you.
P – PITCH
I – INFLECTION
C – COURTESY
T – TONE
U - UNDERSTANDING
R – RATE
E - ENUNCIATION
ENDING A CALL
DIFFERENT PHONE CALL
SITUATIONS
ANSWERING CALLS CALLS
BEFORE ANSWERING A CALL, BE PREPARED;
• Know the name of the person you want to reach and how to pronounce
it.
• Know what you need to say before placing the call will make your call
brief and effective.
• Verify the phone number before calling.
PLACING CALLS
IN PLACING THE CALL:
• State your name along with the name of the person you are calling.
Example: “Namaste, This is Rahul from Leo Juventa. May I please speak
with Ms. Lisa?”
• Ask the caller if it is convenient to talk.
• State your business as politely and clear as possible.
• Use the clients name during the conversation.
• Insist on calling back if the connection is faulty.
ENDING CALLS CALLS
• Ask permission to transfer calls and explain the reason for the transfer.
• Let the caller know the name and department you are transferring the call to.
• Be sure you are transferring the caller to the proper person or department.
• If the caller complains about being transferred, suggest having the call returned instead.
• Give the new party any helpful information before completing the transfer.
• Never transfer a caller more than two times.
• Know the transfer instructions for the telephone system so that you do not cut off your caller!
PLACING A CALL ON HOLD
1. ”You will have to wait” 1. ”Thank you, I’ll check,” or “I’ll see”
2. “Yeah”. 2. “Yes ma/sir”.
3. “I do not know” 3. “One moment please, I’ll find out”
4. “No, we cant”. 4. “Yes, you may”.
HAPPY
CALLING