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TELEPHONE ETIQUETTES

PRESENTED BY:-
PAREEK ANKUR MADHUSUDAN

ETIQUETTE

What is Etiquette?

The customary code of polite behavior in society or among
members of a particular profession or group

Why is Etiquette Important?



It shows a level of respect



It shows Courtesy to others



It influences a persons view of you

What do you think would happen if there was a lapse in
Etiquette?

Negative overall perception

BUSINESS/CORPORATE ETIQUETTE

What is Business Etiquette?



The set of unwritten rules governing proper behaviour in a
business environment
Why is Business Etiquette important?

It presents a seamless, mannered front to the rest of the world,
It increases the respect the world gives the business,
It results in a potentially more profitable corporation

What does Business Etiquette involve?

The polite way to interact with others.

The way you speak or act in the presence of guests
The way you conduct yourself on the phone

TELEPHONE ETIQUETTE

Why is telephone Etiquette important?

When you answer the phone you are the representative of the home or
business that is being called

The impression that you make will influence the caller's opinion of your
household or business

What is telephone Etiquette about?

Telephone etiquette refers to a set of rules that apply when people make
calls to others or when they are receiving a phone call

WHAT CHARACTERISTICS DO YOU THINK CAN BE
NOTICED THROUGH THE PHONE?

Attentiveness

Friendliness

Sincerity

Good Listener

Smile

Articulate

Helpfulness

Confidence

Rate of Speech

Greeting

BEFORE MAKING/ TAKING A CALL

Vs.

TELEPHONE TECHNIQUES

Greeting

Placing a caller on hold
Transferring a call
Taking Messages
Closing the Call
Communication

Dealing with Difficult Callers

Before the call always
have purpose in mind

If you are calling in
relation to a meeting
then prepare an agenda

Identify a second point
of contact

For a conference call
identify a coordinator
or a leader to lead the
call

Answer calls promptly
within 3 rings

Pre-calling guidelines
Pre-calling guidelines
Before picking up the
receiver, discontinue
any other

Conversation or activity
such as chewing gum,
typing, etc. that can be
heard by the calling
party

Keep a note pad and
pen handy at your desk


Smile as you pick the
phone the caller will
hear it in your voice

TAKING A MESSAGE

QUICK TIPS FOR MAKING PHONE CALLS

Identify Yourself and who you represent
State your purpose

Apologise if you call a wrong number

Call at arranged time (if a time was specified)

Leave messages when asked (dont get angry if you
dont leave a message and cant get through later).
Always be courteous (dont be the difficult caller)

During the call guidelines
Speak slowly, enunciate
clearly and spell out
words if necessary

Use plain English and
avoid unnecessary
jargon and acronyms

Focus your full attention
on the caller and the
conversation

During the call guidelines
Use active listening to
clarify and check for
under-standing

Assertiveness

Build rapport to ease
the conversation

It pays to write down
the clients name and
use it regularly in your
conversation.

THINGS THAT AFFECT TELEPHONE ETIQUETTE

MULTI - TASKING

Hi, Im Ankur, and

Im a Multi-

Tasker!!

Concentrate Full Strength
Why??
Its a basic courtesy

People who do two
things at a time dont
do either one very well

When you split your
attention, youre likely
to lose something
important the client
says