Module 2: Effective Telephone Etiquette Copyright 2008 Hotspot

Do you feel awkward telephoning a new work contact for the first time? Trainer’s Note: Explain with real live situations Developing effective phone skills -- to be able to call to confirm an appointment or ask for an interview slot or anything else -- is essential for career success. But since we live in an age of information overload, there is no predicting how the person on the other end will react. He may be hostile, choose to hang up, may ask you to call later or may be quite accommodating.  Time is at a premium and people are stressed out. Given all this, nobody wants to attend to that unexpected call during a busy day. But with a little planning and preparation you can make a good impression over the phone even and achieve the objective of the phone call. Heed these tips. Copyright 2008 Hotspot

Common Telephone Etiquettes Make sure of the correct number so as not to risk disturbing strangers. Make sure that your conversations with busy people are as brief as possible. When calling friends who do not recognize your voice, announce yourself right away. Time your calls so as not to interfere with the work schedule of those you call. Make business calls well before the close of the office hours. After dialing a wrong number simply say, "Sorry, wrong number." Copyright 2008 Hotspot

Common Telephone Etiquettes When the number you are calling is not answered quickly, wait long enough for someone to put aside what he or she is doing. It is very annoying to have been disturbed just to pick up the telephone and find the caller has hung up. The person at the other end of the phone cannot see your facial expressions or gestures and the impression he receives depends on what he/she hears. The telephone carries your voice at its natural volume and pitch. Try not to shout but speak clearly and distinctly. Copyright 2008 Hotspot

Words and Phrases to be Used Hello! I'm sorry to keep you waiting. Good morning! Thank you for waiting. Please. It was nice talking with you. Thank you. Is there anything else I can do for you? I'm very sorry. Thank you for coming in (or calling). Excuse me. It's been a pleasure to serve you. You're welcome. I'd be happy to do that for you. May I help you? We appreciate your business. Copyright 2008 Hotspot

11 Most Frequent Caller Complaints The telephone rings for a long time before it is answered." They place me on hold for sometimes, it seems, hours.“ The line is busy for hours it seems.“ They are very rude and get offensive when asked their full name or sometimes just won't give it.“ They let me talk on and on only to realize that they're not the person I should be talking to.“ "If I call the wrong department for help, they don't give me suggestions to where I should be calling, they just say, 'I don't know, not our department.'" Copyright 2008 Hotspot

11 Most Frequent Caller Complaints The telephone rings for a long time before it is answered." They place me on hold for sometimes, it seems, hours.“ The line is busy for hours it seems.“ They are very rude and get offensive when asked their full name or sometimes just won't give it.“ They let me talk on and on only to realize that they're not the person I should be talking to.“ "If I call the wrong department for help, they don't give me suggestions to where I should be calling, they just say, 'I don't know, not our department.'" Copyright 2008 Hotspot

Proper procedure Be prepared – plan your conversation Turn away from your computer desk or other work Have pens, pencils and notepaper handy. Copyright 2008 Hotspot

Answering the phone Answer calls promptly within 3 rings Smile as you pick the phone – the caller will hear it in your voice. Project a tone that is enthusiastic, natural, attentive and respectful. Greet the caller and identify yourself and your business Ask “How may I help you?” Copyright 2008 Hotspot

During the Conversation Enunciate / pronounce clearly Use simple English Avoid slang – uh, hmm, yeah, dude Always speak calmly and choose your words carefully Use all your listening skills Focus all your attention on the caller and the conversation Clarify and check for understanding Use basic phrases of courtesy E.g. “May I help you?” “Please”, “Thank You”, “You are welcome”. Do not chew gum or eat during a conversation Do not slam the phone or cut off abruptly Refrain from idle chit chat with customers. Copyright 2008 Hotspot

During the Conversation If there is a problem, project a tone that is concerned, empathetic and apologetic. Avoid the five forbidden phrases: “No” - Instead find a way to state the situation positively “I don’t know” - instead say “that is a good question let me find out for you” “I/we can’t do that” - instead say “this is what i/we can do” “You will have to” - instead say “here is how we can help you” “Just a second” - instead give a more honest estimate of how long it will take you. Copyright 2008 Hotspot

Placing Someone’s Call on Hold Make sure that it is for a genuine reason. Ask permission from the caller to place the call on hold. Never keep a caller on hold for more than a minute. If you have to take longer than that, return to the person and tell them that you will have to take a few minutes longer and ask if you could call back. When you return to the caller thank them for their patience. Copyright 2008 Hotspot

Concluding the Call End the conversation with an agreement on what is to happen next; if you are to follow up do so immediately. Thank the caller for calling- for his time, invite the caller to call again. Copyright 2008 Hotspot

THANK YOU!!!! Copyright 2008 Hotspot