EMPLOYABILITY SKILL

DEVELOPMENT 1
MODULE 2
PROFESSIONAL TELEPHONE CONVERSATION
SKILLS
 INTRODUCTION WHAT IS TELEPHONE ETIQUETTE
AT WORK?

 Telephone etiquette is having a respectful conversation with the person

you are talking to. It means being considerate to other people whilst
creating room for clear communication over the phone.

 Good telephone etiquette involves creating a pleasant impression

including visual impression over the telephone despite not seeing your
caller face to face and only using limited body language.

 Ultimately, it means choosing your words wisely and using the right tone.
 7 TELEPHONE ETIQUETTE SKILLS FOR GOOD
CUSTOMER SERVICE
 Greet clients using a positive tone.
 Listen to the caller’s words carefully and clarify their exact needs.
 Answer calls in a quiet environment.
 Handle your calls in a sincere and genuine manner.
 Use a language that your clients understand best to create a natural
conversation rather than communicating over the phone using a
rigid script.
 Use complaints to repair client relationships rather than create
conflict.