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Essential Telephone Etiquette Guide

This document provides guidelines for proper telephone etiquette. It discusses best practices such as introducing yourself at the beginning of calls, having a pleasant tone of voice, avoiding distractions while on calls, using hold and mute functions appropriately, and following general etiquette like being an active listener. The document emphasizes keeping calls concise and focused on providing needed information to the other person.

Uploaded by

vikrant1912
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Topics covered

  • professional communication,
  • communication barriers,
  • communication skills,
  • business etiquette,
  • effective listening,
  • time management,
  • engagement strategies,
  • customer satisfaction,
  • customer care,
  • customer expectations
33 views13 pages

Essential Telephone Etiquette Guide

This document provides guidelines for proper telephone etiquette. It discusses best practices such as introducing yourself at the beginning of calls, having a pleasant tone of voice, avoiding distractions while on calls, using hold and mute functions appropriately, and following general etiquette like being an active listener. The document emphasizes keeping calls concise and focused on providing needed information to the other person.

Uploaded by

vikrant1912
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Topics covered

  • professional communication,
  • communication barriers,
  • communication skills,
  • business etiquette,
  • effective listening,
  • time management,
  • engagement strategies,
  • customer satisfaction,
  • customer care,
  • customer expectations

Telephone Etiquette

Disclaimer: Using mobile phone during the training


module shows disrespect towards the trainer
Introduction

Always introduce yourself & your organization at the beginning of the call

Example :
Inbound Call – Good Morning/Good After Noon/Good evening, thank you for
calling IILD Team. My name is Pankaj Sinha. How can I help you?

Outbound - Good Morning/Good Evening/Good afternoon. My name is


Pankaj Sinha. I am calling from IILD Team. May I please speak with Sanjay
Sharma?
Tele-calling Structure
Greet and Confirm

Introduce yourself and the company


& take permission to proceed

Interest Benefit Statement

State the purpose of call

Confirm time, date and place of meeting

Acknowledge and close


Listen Carefully

Be an active listener


If you find it difficult to understand clearly,
request the customer to repeat.
Please do not interrupt the customer & let him
speak completely and then request.
In case the client is angry, listen carefully and
let the client vent out his anger, then reply.
Voice Quality

 Should have a smile in the voice


 Sound pleasant and alert
 Voice should be crisp and clear
 Professional voice is very important
 Don’t be too loud or too soft
Cell Phone switched off /
Vibration Mode

During
Meeting
Training Session
Official work with Client
Sales Call

The purpose of your visit would be interrupted or others would be disturbed by hearing your cell phone
ring.

Tip : If you are expecting an important call, inform the person whom you’re expecting the call from, that
you will be in a meeting during such and such time. If the call is very important, excuse yourself to leave
the meeting, and then return the call.
Speak into the telephone receiver
While speaking on the telephone or cell phone

 Speak into the receiver

 Keep a low tone but clear voice, especially in public

 If the listener doesn’t understand, leave the place and go into an


open space, where you can speak with an audible voice

 Bottom Line – Be audible and clear


Distraction while talking on the phone

Don’t eat anything while talking to the customer

Don’t cross talk to your colleagues or friends while talking to the customer on

the phone
Don’t cough or sneeze while talking on the phone, use mute button

Don’t use cell phones while driving


Hold Procedure

Seek Permission

Specify the duration

Explain the reason

Wait for customer’s response

Revert by committed time

Example: “In order to review the information, I need to place the


call on hold. May I please put your call on hold for 2 minutes?
Mute Button

When to use mute button


 Use the mute button, to cough or sneeze, or to sip water
 It should be for a second or two
 If the customer is abusing you or angry at you, don’t press the mute button,
listen and reply carefully
5 Ps of telephone etiquette

Use soft
Have relevant details & if tone
you don’t, ask for them,
like Names, Numbers, Polite Don’t beat around
Dates, etc. the bush
Prepare To the
d Point

Provide the needed


Don’t waste Percept Co- information. If you can’t
people’s time on operative help, ask someone who
irrelevant topics
ive can
Thank You

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