Telephone

Etiquette
By
Shahnawaz, Rohit, Arind,
Palanivel
What are Telephone Etiquettes?
 Anindividual needs to follow a set of rules and
regulations while interacting with the other person
over the phone.
DO’s
 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
DON’T’s
 Frown 
 Mutter
 Sound Tired
 Speak in a Shrill Voice
 Speak Negatively
 Ramble
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 lang.; 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
Customer forms a Mental Picture!
P – PITCH
I – INFLECTION
C – COURTESY
T – TONE
U - UNDERSTANDING
R – RATE
E – ENUNCIATION (DECLARATION)
Always!!
 Don’t give more than your first name
 Don’t 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
Last Impressions
 Before ending the call, always…

 Make sure you answered all the caller’s questions

 Always end with e pleasantry:
 Have a nice day
 It was nice speaking with you
 Let the caller hand up first
Thank You!!!