Business Phone Etiquette

The Telephone and You Provide helpful hints and proven techniques Provide helpful hints and proven techniques Part of doing business means doing business over the phone Part of doing business means doing business over the phone Phone is an important instrument in daily business Phone is an important instrument in daily business

Ways to Sound as Good as You Really Are! Alertness Alertness Show that you are wide-awake, ready to engage in a conversation Show that you are wide-awake, ready to engage in a conversation Pleasantness Pleasantness Put a smile in your voice Put a smile in your voice Naturalness Naturalness Use, simple, straightforward lang.; avoid technical terms/slang Use, simple, straightforward lang.; avoid technical terms/slang Distinctiveness Distinctiveness Speaks directly into the phone; Use a normal tone of voice, the louder you are, the louder everyone else becomes Speaks directly into the phone; Use a normal tone of voice, the louder you are, the louder everyone else becomes Expressiveness Expressiveness Talk at a moderate rate and volume, but vary your voice tone Talk at a moderate rate and volume, but vary your voice tone

Donts Frown Frown Mutter Mutter Sound Tired Sound Tired Speak in a Shrill Voice Speak in a Shrill Voice Speak Negatively Speak Negatively Ramble Ramble

Dos Smile (they really can hear it!) Smile (they really can hear it!) Speak Clearly and Concisely Speak Clearly and Concisely Be Enthusiastic Be Enthusiastic Lower the Pitch of your Voice Lower the Pitch of your Voice Talk in a Positive Mood Talk in a Positive Mood Listen/Discuss Listen/Discuss

Mental P.I.C.T.U.R.E. P – itch P – itch High or low? Low carries better and is also more pleasant High or low? Low carries better and is also more pleasant I – nflection I – nflection Use voice to express ideas or moods Use voice to express ideas or moods Dont talk in a monotone Dont talk in a monotone The voice naturally rises on a questions or inquiry The voice naturally rises on a questions or inquiry Voices fall at a period, decision or completion Voices fall at a period, decision or completion

Mental P.I.C.T.U.R.E. C – ourtesy C – ourtesy Common, everyday applies the same as face-to- face conversation Common, everyday applies the same as face-to- face conversation T – one T – one Many times it is not what you say, but how you say it Many times it is not what you say, but how you say it Voice should reflect sincerity, pleasantness, confidence, and interest Voice should reflect sincerity, pleasantness, confidence, and interest

Mental P.I.C.T.U.R.E. U – nderstanding U – nderstanding Avoid talking with anything in your mouth (gum, pencil) Avoid talking with anything in your mouth (gum, pencil) R – ate R – ate Rate of speech should be adapted to personality of contact Rate of speech should be adapted to personality of contact Fast talkers can arouse suspicion Fast talkers can arouse suspicion Slow talkers can be irritating Slow talkers can be irritating E – nunciate E – nunciate Clear enunciation will help avoid misunderstanding and need to repeat yourself Clear enunciation will help avoid misunderstanding and need to repeat yourself

Keys to Good Listening Limit your talking Limit your talking Cant talk and listen at the same time Cant talk and listen at the same time Dont Interrupt Dont Interrupt A pause doesnt always mean the individual is finished speaking A pause doesnt always mean the individual is finished speaking Concentrate Concentrate Focus on the conversation. Practice shutting out outside distractions and personal concerns Focus on the conversation. Practice shutting out outside distractions and personal concerns

Keys to Good Listening Take Notes Take Notes Helps you remember important points Helps you remember important points Listen for ideas….not just words Listen for ideas….not just words Get the whole picture, not isolated bits and pieces Get the whole picture, not isolated bits and pieces Interjections Interjections An occasional, Yes, I see, etc. shows that your listening. However, dont overuse them 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 Try to answer the phone on the SECOND ring Answer with a friendly greeting Answer with a friendly greeting Smile - it shows, even through the phone 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! 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 Keep the phone two-finger widths from your mouth

Putting Callers on Hold Always ask for permission Always ask for permission Examples Examples Would you holding while I get your file? Would you holding while I get your file? Can you hold briefly while I see if Mr. Jones is available? Can you hold briefly while I see if Mr. Jones is available? Always thank the caller for holding Always thank the caller for holding

Transferring a Caller Always transfer the caller to the desired persons extension, not to the operator Always transfer the caller to the desired persons extension, not to the operator Limits number of transfers Limits number of transfers Saves the caller time from explaining issue again Saves the caller time from explaining issue again Tell the caller who you are transferring them to Tell the caller who you are transferring them to Announce the caller to the person you are transferring Announce the caller to the person you are transferring

Taking Phone Messages Phone Message should always include: Phone Message should always include: Callers name and company name (if applicable) Callers name and company name (if applicable) Time and Date of call Time and Date of call What the call is regarding (if possible) What the call is regarding (if possible) If a follow up or return call is needed If a follow up or return call is needed Phone number (office or home) Phone number (office or home)

Leaving a Voice/Phone Message Phone Message should always include: Phone Message should always include: Your name and company name Your name and company name Time and Date of call Time and Date of call What the call is regarding (brief) What the call is regarding (brief) If a follow up or return call is needed If a follow up or return call is needed Phone number (office or home) speak SLOWLY even repeat the phone number – include area code Phone number (office or home) speak SLOWLY even repeat the phone number – include area code

Last Impressions Before ending the call, always… Before ending the call, always… Make sure you answered all the callers questions Make sure you answered all the callers questions Always end with e pleasantry: Always end with e pleasantry: Have a nice day Have a nice day It was nice speaking with you It was nice speaking with you Let the caller hand up first Let the caller hand up first

Dont give more than your first name Dont give more than your first name Dont get personal, even if they do Dont get personal, even if they do Be prepared for rejection – just apologize for bothering them and graciously get off the phone Be prepared for rejection – just apologize for bothering them and graciously get off the phone If you need help – get a supervisor If you need help – get a supervisor Your Phone Message Greeting – make it professional Your Phone Message Greeting – make it professional