TON DUC THANG UNIVERSITY

ENGLISH PROGRAM

Extra activities
OUR CENTER
Building E
TELEPHONE
ETIQUETTE
 Whether at work or on
your mobile phone, it is
very important that we are
fully aware of how we talk
OFFICE or behave over the phone.

MOBILE
 Answering the Telephone
1. Pick up the phone in three rings. More than three
rings signal chaos in your office or inattentiveness.
2. Greet the caller. Good manners show you respect the
caller.
2. Give your name. This is a courtesy that serves to
personalize the customer service experience as well as
allowing the customer to hold you accountable for your
level of service.
 Answering the Telephone
4. Ask the customer if or how you can help. Asking
to help tells the customer you are there to serve
his/her needs and to solve his/her problems. This also
leaves the customer with a positive impression.
5. The greeting is key. It sets the tone and style of the
whole interaction.
5. Never put the customer on hold for more than 30
seconds
Namaste, Thanks for calling FPT
Corporation. My name is Long.
How may I help You?”
 PHASES OF PROFESSIONAL CALL
Phase 1 Phase 5
Opening the Call Close the call
(Greeting & (Summarize)
Introduction)

Phase 3 Phase 4
Phase 2 Provide
Collecting/
Building Rapport Solutions,
Verifying of
& Identifying Alternatives
Information
Need (Question) or
(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
The person on call forms a mental PICTURE of you.

P – PITCH
I – INFLECTION
C – COURTESY
T – TONE
U - UNDERSTANDING
R – RATE
E - ENUNCIATION
 ANSWERING CALLS

BEFORE ANSWERING A CALL, BE PREPARED;

• Have a pen, pencil and notepad ready.

• Have your computer on.
• Ensure no noise at the background.
 WHILE ANSWERING A CALL
Give your name and the
Answer call before the name of the company/
third ring, calls Greet the caller. Good Dept. This is a courtesy
beyond the third ring manners indicate statement that serve to
indicates inactiveness respect for the caller. introduce and personalizes
in your office. the customer service
experience.

Ask the caller if or how you can

help them, for example “Hello
Focus your attention Ms. Trang, This is Thuy, How
on the caller. may I help you?” Asking to
help tells the customer you are
there to serve and solve
his/her problems.
 PLACING CALL

BEFORE PLACING 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 CALL

IN PLACING THE CALL

• State your name along with the name of the person you are
calling. Example: “Ms. Thuy, This is Peter from TDT
University. 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 CALL

When the conversation is complete, do the following

• Make sure that the caller has no more queries or

message.
• Use “Goodbye, thank you for calling” to end the
conversation.
• Make sure the caller drops down the receiver
before you. This prevents the feeling that you may
have cut them off intentionally.
 PLACING A CALL ON HOLD

• Make sure its for a good reason.

• Ask permission before placing a caller on hold.
• Return to the line periodically.
• Ask callers if they want to continue holding.
• Indicate how long the delay could be.
• Offer to call the person back if the wait will be long.
• Never leave a customer on hold for longer than 30 Seconds.
• Be courteous, respectful and professional.
 PLACING A CALL ON HOLD

• Place the first call on hold.

• Answer the next call.
• Complete the second call only if it can be
handled quickly.
• Return to the initial call promptly.
• Provide quality service that meets or
exceeds the customer’s expectations.
 TAKING MESSAGES
• Write a message, even if the caller indicates
they will call back.
• Include the time and date.
• Write legibly.
• Verify the caller’s name and phone number by
repeating the information.
• Include as much information as possible to
help the message recipient return the call.
• Sign or initial the message slip and deliver the
message promptly.
 ANSWERING A WRONG
NUMBER CALL

• Inform the caller politely that he/she reached

a wrong number.
• Suggest that the caller recheck the number
and dial again.
• If the caller is trying to reach a destination
that you are familiar with or have an idea
about, do your best to find the number and
assist the caller in transferring the call.
 HANDLING COMPLAINTS/
ANGRY CUSTOMERS
• Do not allow yourself to get angry when a guest shouts.
• Empathize. Express regret for the situation.
For example: “I’m sorry for the inconvenience.”
• Find a way to agree with their circumstances.
For example: “I understand what you are going
through. I’d be upset too if that happened to me.”
• Suggest alternatives for handling the problem that
you have the authority and take responsibility for
providing answers to the customer.
PHONE ETIQUETTE
TIPS
8 TELEPHONE ETIQUETTES
1. Think through exactly what you plan to say and discuss
BEFORE you place a call.
2. Always identify yourself at the beginning of all calls.
3. Always speak into the telephone receiver with an even
and low tone of voice, high pitch will sound like
shouting.
4. Be sensitive to the tone of your voice
 UNACCEPTABLE ACCEPTABLE
PHRASES PHRASES

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”.
8 TELEPHONE ETIQUETTES
5. Especially when leaving messages, speak clearly and
slowly.
6. Build the habit of always turning off your cell phone
ringer when entering a meeting, restaurant, theater,
training class, or other place.
7. Do not allow interruptions to occur during
conversations.
8. Do not allow yourself to be distracted by other activities
 Telephone etiquette quiz
http://www.proprofs.com/quiz-school/story.php?title=telephone-
etiquette_1
 E0012 – Building E
Tel: 08 377 55 064
Email: clc@tdt.edu.vn