Telephone Etiquette

How to Use the

Telephone Effectively
 Objectives
After this training, you will be able to
gain an understanding of the:

• Basic skills for using a telephone

and conducting a conversation.

• Professional telephone skills for

dealing and negotiating with
callers.

• Vocabulary to be used in
successful telephone
conversations.
Topics Objectives
Activity 1 After this training, you will be able to
gain an understanding of the:

Basic Skills
• Basic skills for using a telephone
Professional Skills
and conducting a conversation.
Dos and Don’ts • Professional telephone skills for
dealing and negotiating with
Activity 2
callers.
Discussion
• Vocabulary to be used in
successful telephone
Select a topic to begin the training.
conversations.
 Activity 1 Activity 1
Basic Skills
- Listen -
Professional
Skills
- Think -
Dos and
Don’ts
- Analyze -
Activity 2

- Discuss -
Discussion

Select a button
to switch
topics.

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 Activity 1 Basic Skills
Basic Skills Why do you Need Phone Calls?

Professional • To create first impressions: In most cases, initial contact will

Skills be through phone.

Dos and • Proper engagement with callers will make them

Don’ts comfortable and more agreeable towards your
proposals.
Activity 2
• When you expect to exchange ideas or questions.

Discussion • When a client has expressed he or she prefers the

telephone to e-mail or other forms of communication.
Select a button
to switch • For human contact—Personal touch!
topics.

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 Activity 1 Basic Skills
Basic Skills Making Calls

Professional
• Do not chew food or gum during or before phone calls.
Skills
• Schedule your calls. Make a list of callers and their details.
Dos and
• Ensure you have a pad and pen to make notes.
Don’ts
• Dial carefully.
Activity 2
• Let the phone ring a few times before you hang up.

Discussion • Use a warm and appropriate greeting.

Select a button • Always follow up with a brief introduction of the purpose of

to switch the call.
topics.

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 Activity 1 Basic Skills
Basic Skills Answering Calls

Professional
• Take a deep breath and clear your throat before answering.
Skills
• Answer the phone before the third ring.
Dos and
• Offer an appropriate greeting.
Don’ts
• Stop any other conversations or tasks as you answer the
Activity 2 call.

• If the caller has reached the wrong person, be courteous

Discussion and transfer the call. Alternatively, provide the caller with
the correct number.
Select a button
to switch
topics.

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 Activity 1 Basic Skills
Basic Skills Smile

Professional
• Always smile when you speak. A smile changes your voice
Skills inflection and makes you seem more
Confident Courteous Sincere
Dos and
Don’ts Friendly Helpful Polite
Pleasant Responsive Warm
Activity 2
• Say aloud the following words—once with a smile and once
without.
Discussion
Hi, good morning! My name is <your name>.
Select a button
to switch • Notice the inflection when you say this with a smile.
topics.
• This friendly inflection in conveyed to the person on the
line.
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 Activity 1 Basic Skills
Basic Skills Greeting

Professional
• When answering phones, pick up the phone before the
Skills third ring.

Dos and
• Speak
Don’ts
• Clearly
Activity 2 • Distinctly

• In a soft, confident tone

Discussion
• With a smile
Select a button
to switch • Don’t mumble or race through the greeting. The caller may
topics. think you do not have the time to speak with him or her.

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 Activity 1 Basic Skills
Basic Skills Verbal Handshake

Professional
• Makes calls personal and irate callers more agreeable.
Skills
• Ask for the caller’s name and introduce yourself.
Dos and
Don’ts Good morning! May I
know whom I am
Activity 2 speaking to, please?

Rakesh Das.
Discussion

Select a button Hello, Mr. Das. I’m Shekhar.

to switch How may I help you today?
topics.

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 Activity 1 Basic Skills
Basic Skills Focus!

Professional
• You should be completely focused on your caller.
Skills
• When on the phone, turn away from
Dos and
• Your computer and mobile devices
Don’ts
• Other conversations
Activity 2
• Activities such as eating, drinking, or chewing gum

Discussion • Environments with a lot of noise or disturbance

Select a button • If you are unable to stop other activities, politely inform
to switch your caller and request whether you can call back at a
topics. suitable time. Suggest a suitable time and get consent.

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 Activity 1 Basic Skills
Basic Skills Taking Messages

Professional
• When taking a message for someone else, always note the
Skills following information:

Dos and
• The correct spelling of the caller’s name (phonetically,
Don’ts if required)

• Designation and company

Activity 2
• Date and time of call
Discussion • Complete telephone number
Select a button • Brief description or purpose of the call
to switch
topics.

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 Activity 1 Basic Skills
Basic Skills Closing the Call

Professional
• Before closing, always make sure of the following:
Skills
• Ensure the caller does not have any more queries.
Dos and
• Briefly summarize the important points discussed.
Don’ts
• Conclude with a brief small talk or something pleasant.
Activity 2
• Thank the caller for the time.

Discussion • Let the caller hang up the phone first, so the caller
does not feel you have cut the phone. If the caller does
Select a button not hang up first, replace the receiver gently.
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills Need for Professional Skills

Professional
• Each call has a purpose that needs to be completed
Skills effectively using professional skills. These include the
following:
Dos and
Don’ts • Listening

• Gathering information
Activity 2
• Communicating effectively
Discussion • Using the correct phrases
Select a button • Correcting mistakes
to switch
topics. • Handling rude callers

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 Activity 1 Professional Skills
Basic Skills Listening

Professional
• Callers are not always sure what they want.
Skills
• Listening helps you understand their needs.
Dos and
• Focus on the caller and listen—instead of planning what
Don’ts
you are going to say next.
Activity 2 • You can take charge of the conversation once you have
understood what the caller needs.
Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills Passive Listening

Professional
• Passive listening: Allowing the caller to speak without
Skills taking any action to ensure you have the right message.

Dos and
• You are not steering the conversation.
Don’ts
• The caller may not provide you the right information.
Activity 2 • You are wasting the caller’s and your own time.

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills Active Listening

Professional
• Active listening: This involves the following:
Skills
• Indicating to the caller that you are listening by saying
Dos and
“Yes,” “I understand,” “okay,” and “right”
Don’ts
• Encouraging the caller to say more about a particular
Activity 2 point, thus steering the conversation by saying

“Can you clarify further on that?” or

Discussion
“What colour? How many? When is that due?”
Select a button
to switch • Repeating the information back to the caller so the
topics. caller can correct any mistakes in the caller’s
communication or your understanding

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 Activity 1 Professional Skills
Basic Skills Gathering Information

Professional
• Gathering pertinent information is the purpose of most
Skills phone calls.

Dos and
• Listening is the most effective tool in this.
Don’ts
• Be vigilant to clues in the caller’s conversation and tone of
voice. Read between the lines!
Activity 2
• Practice your questioning skills.
Discussion • What questions are most likely to make the caller give
you the required information?
Select a button
to switch
• Ensure your questions do not patronize or offend the
topics.
caller.

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 Activity 1 Professional Skills
Basic Skills Communicating Effectively

Professional
• You are communicating effectively only when your callers
Skills understand exactly what you meant and vice versa.

Dos and
• Listen closely to avoid misunderstandings.
Don’ts
• Maintain a checklist for effective communication until you
are adept at it.
Activity 2

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills Communication Checklist
 Check your communication: Are you speaking clearly? Is your voice
Professional reaching the microphone properly?
Skills
 Keep caller attention: Is your caller distracted? Say “Sir,” “Ma’am,”
Dos and or “Excuse me,” to regain attention. Don’t say something important
Don’ts if the caller’s attention is divided.
 Use everyday language: Avoid jargon. Explain terms callers may not
Activity 2 understand.
 Repeat information: Repeat names or addresses to ensure you
Discussion have received the information correctly.
 Ask for feedback: It is all right to ask callers to repeat important
Select a button
information back to you to ensure they have received it.
to switch
topics.  Encourage questions: Ask callers to clarify any doubts they may
have. “Before we hang up, do you have any queries about what we
have discussed?”
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 Activity 1 Professional Skills
Basic Skills Using Correct Phrases

Professional
• Examples of good phrases:
Skills
“Hello, I’m very sorry to keep you waiting.”
Dos and
“Excuse me. Thank you for waiting.”
Don’ts
“Please. It was nice talking to you.”
Activity 2
“You’re welcome. Is there anything else I can do for you?”

Discussion “May I help you? Thank you for calling.”

Select a button “Good morning . It’s been a pleasure to serve you.”

to switch
topics. “Thank you. I’ll be happy to do that for you.”

“We appreciate your business.”

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 Activity 1 Professional Skills
Basic Skills Using Correct Phrases

Professional
• Examples of “forbidden” phrases:
Skills
“I don’t know…”
Dos and
“I / We can’t do that…”
Don’ts
“You have to…”
Activity 2
“Just a second…”

Discussion “No…”

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “I Don’t Know…”

Professional • What should be the correct alternative?

Skills

Dos and “That’s a good question. Let

Don’ts me find that out for you.”

Activity 2

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “You Have To…”

Professional • What should be the correct alternative?

Skills

Dos and
Don’ts “Here’s what we can do.”

Activity 2

Discussion
• By saying this, you come across as a problem solver. You
Select a button are offering the caller hope.
to switch
topics.
• You are not putting the responsibility back on the caller to
find the solution.

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 Activity 1 Professional Skills
Basic Skills “Just a Second…”

Professional • What should be the correct alternative?

Skills

Dos and “Give me a minute, Mr. Das.

Don’ts I’m looking up that
information for you.
Activity 2

Discussion
• Always be honest about that time you will require to
Select a button complete a task.
to switch
topics.
• Inform the caller what task you are completing.

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 Activity 1 Professional Skills
Basic Skills “No…”

Professional • What should be the correct alternative?

Skills

Dos and
Don’ts “Can you do this instead…”

Activity 2

Discussion
• Nobody likes hearing no. Try to state this positively.
Select a button
to switch • Give alternatives or try to find solutions.
topics.

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 Activity 1 Professional Skills
Basic Skills “Hold On…”

Professional • What should be the correct alternative?

Skills

Dos and “May I put you on hold?”

Don’ts or
“Can you hold?”
Activity 2

Discussion
• If you put callers on hold, always give them an update
Select a button every fifteen-to-twenty seconds.
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “Who is This?”

Professional • What should be the correct alternative?

Skills

Dos and
“May I know your name,
Don’ts please?”
or
Activity 2
“May I ask who is calling?”

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “I / We Can’t Do That”

Professional • What should be the correct alternative?

Skills

Dos and “I believe we can

Don’ts offer <an alternative>.
Will that work for you, Sir?
Activity 2

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “I Can Take a Message”

Professional • What should be the correct alternative?

Skills

Dos and “I’ll be happy to take a

Don’ts message and ensure it gets
to Mr. Khan right away.”
Activity 2

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “So and So is Responsible For That!”

Professional • What should be the correct alternative?

Skills

Dos and “I’m sorry you are

Don’ts having this problem.
What can I do to help?”
Activity 2

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills “No One Here Would Have Promised You That…”

Professional • What should be the correct alternative?

Skills

Dos and
“If I understand correctly,
Don’ts you were promised…”
Or
Activity 2
“Let’s figure out how
we can resolve this.”

Discussion

Select a button
to switch
topics.

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 Activity 1 Professional Skills
Basic Skills Correcting Mistakes

Professional
• Make things right: Correct the mistake immediately.
Skills
• Apologize: This makes you appear human, not
Dos and
incompetent.
Don’ts
• Let the matter rest: Don’t bring up the issue again and
again. Apologizing once is enough.
Activity 2
• Offer something extra: Ask if you can help in any other
way, if you think an apology may not be enough.
Discussion
• Inform your colleagues: If the mistake is uncommon, let
Select a button
to switch
others know so they can learn from it as well.
topics.
• Keep records: Keep records of the mistakes, their causes
and the solutions, so you can avoid them in future.

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 Activity 1 Professional Skills
Basic Skills Handing Rude Callers

Professional
It is not what you say that is important while addressing
Skills callers, but how you say it.

Dos and
• Stay calm: Remain polite and be diplomatic. Never get
Don’ts angry.

• Show enthusiasm and sincerely: Show that you are willing

Activity 2
to solve the caller’s problem in any way possible.

• Show empathy: Consider the caller’s perspective. Their

Discussion
concerns are important.
Select a button
to switch
• Offer to connect to supervisor: If callers persist, offer to
topics. connect them to your supervisor. Sometimes, callers just
want someone in a supervisory capacity to know of their
problem.
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 Activity 1 Dos and Don’ts
Basic Skills A list of Dos and Don’t have been provided to you as a
handout.
Professional You can use this as a job-aid or checklist until you are adept at
Skills
conducting successful telephone conversations.
Dos and
Don’ts

Activity 2

Discussion

Select a button
to switch
topics.

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 Activity 1 Activity 2
Basic Skills
- Listen -
Professional
Skills
- Think -
Dos and
Don’ts
- Analyze -
Activity 2

This is a graded, written assessment.

Discussion

Select a button
to switch
topics.

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 Activity 1 Discussion
Basic Skills

Questions?
Professional
Skills

Dos and
Don’ts

Activity 2

Discussion

Select a button
to switch
topics.

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