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BUSINESS PHONE

ETIQUETTE
HOW TO HANDLE BUSINESS CALLS
THE TELEPHONE AND
YOU
Provide helpful hints and proven techniques

Part of doing business means doing business over the


phone

Phone is an important instrument in daily business


WAYS TO SOUND AS GOOD
AS YOU REALLY ARE!
Alertness
Show that you are wide-awake, ready to engage in a
conversation
Pleasantness
Put a smile in your voice
Naturalness
Use, simple, straightforward language; avoid technical
terms/slang
Distinctiveness
Speaks directly into the phone; Use a normal tone of
voice, the louder you are, the louder everyone else
becomes
Expressiveness
Talk at a moderate rate and volume, but vary your voice
tone
VOICE QUALITIES:
Exercise to correct lip laziness.

1.The twins twisted the twine with tweezers.


2.The twelve women in tweeds twisted from their
waists to the rhythm of the twanging guitars.
3.Whither and whence did Wilhelm depart? the
bewildered Wilda wanted to know.
ENUNCIATION:
NUMERAL SOUNDED as PRINCIPAL
SOUNDS
3 Th-r-ee Single roll of the R
and long EE
4 Fo-er Strong F, long O,
strong final R
5 Fi-iv I changing from long
to short, and strong
V
7 Sev-en Strong S and V and
well sounded EN
9 Ni-en Strong N, long I and
well sounded
DONTS
Frown
Mutter
Sound Tired
Speak in a Shrill Voice
Speak Negatively
Ramble
DOS
Smile (they really can hear it!)
Speak Clearly and Concisely
Be Enthusiastic
Lower the Pitch of your Voice
Talk in a Positive Mood
Listen/Discuss
MENTAL P.I.C.T.U.R.E.
P itch
High or low? Low carries better and is also more
pleasant
I nflection
Use voice to express ideas or moods
Dont talk in a monotone
The voice naturally rises on a questions or inquiry
Voices fall at a period, decision or completion
MENTAL P.I.C.T.U.R.E.
C ourtesy
Common, everyday applies the same as face-to-face
conversation
T one
Many times it is not what you say, but how you say it
Voice should reflect sincerity, pleasantness,
confidence, and interest
MENTAL P.I.C.T.U.R.E.
U nderstanding
Avoid talking with anything in your mouth (gum,
pencil)
R ate
Rate of speech should be adapted to personality
of contact
Fast talkers can arouse suspicion
Slow talkers can be irritating
E nunciate
Clear enunciation will help avoid
misunderstanding and need to repeat yourself
KEYS TO GOOD
LISTENING
Limit your talking
Cant talk and listen at the same time
Dont Interrupt
A pause doesnt always mean the individual is finished
speaking
Concentrate
Focus on the conversation. Practice shutting out
outside distractions and personal concerns
KEYS TO GOOD
LISTENING
Take Notes
Helps you remember important points
Listen for ideas.not just words
Get the whole picture, not isolated bits and pieces
Interjections
An occasional, Yes, I see, etc. shows that your
listening. However, dont overuse them
CREATE A GOOD FIRST
IMPRESSION
Try to answer the phone on the SECOND ring
Answer with a friendly greeting
Smile - it shows, even through the phone
Ask the caller their name, even if their name is not
necessary for the call, and use it!
Keep the phone two-finger widths from your mouth
THE STANDARD
ANSWER:
1. Identify the department or office first.
2. Greet the caller.
3. Identify your name.
4. Offer your help.

MIS Department, good morning. This is _______, may I


help you?
PUTTING CALLERS ON
HOLD
Always ask for permission

Examples
Would you holding while I get your file?
Can you hold briefly while I see if Mr. Jones is
available?

Always thank the caller for holding


TRANSFERRING A
CALLER
Always transfer the caller to the desired persons
extension, not to the operator
Limits number of transfers
Saves the caller time from explaining issue again

Tell the caller who you are transferring them to

Announce the caller to the person you are


transferring
TAKING PHONE
MESSAGES
Phone Message should always include:

Callers name and company name (if applicable)


Time and Date of call
What the call is regarding (if possible)
If a follow up or return call is needed
Phone number (office or home)
TAKING INCOMING
CALLS
SCREENING CALLS:

If caller doesnt give his name, you may ask politely.

May I tell Mr. Tamayo who is calling, please?

Im sorry Mr. Tamayo is not available now. May I tell


him, Sir, who is calling?
I believe Mr. Santos of the Tourism Department would
be the best person to help you, Maam.
LEAVING A
VOICE/PHONE MESSAGE
Phone Message should always include:

Your name and company name


Time and Date of call
What the call is regarding (brief)
If a follow up or return call is needed
Phone number (office or home) speak SLOWLY even
repeat the phone number include area code
LAST IMPRESSIONS
Before ending the call, always

Make sure you answered all the callers questions


Always end with e pleasantry:
Have a nice day
It was nice speaking with you
Let the caller hand up first
Dont give more than your first name
Dont get personal, even if they do
Be prepared for rejection just apologize for bothering
them and graciously get off the phone
If you need help get a supervisor
Your Phone Message Greeting make it professional