TELEPHONE ETIQUETTE
By the end of this presentation, you will be able to identify How to answer Telephones How to take a message How to conclude a call How to transfer a call How to put a customer on hold How to deal with angry customers
Professional Telephone Etiquettes!!! Often a client's first contact with a business is by phone. Professionalism is thoughtful, polite, educated, efficient and valuable at all times.
Before you answer Be prepared Turn away from you computer, desk or other work Have pens, pencils and notepaper handy
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 company/ department/unit Ask, ‘How may I help you?’’
During the conversation pronounce clearly. Speak distinctly. Use simple English and stay away from unnecessary jargon and acronyms Always speak coolly and prefer your words naturally
Continuation Use all your listening skills Focus your full concentration on the caller and the conversation Listen “between” the words Use active listening to clarify and check for understanding
During the conversation If there is a trouble, project a tone that is apologetic, concerned, and empathetic. 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”
During the conversation “I/We can’t do that.” Instead say: “This is what I/we can do” “You will have to” Instead say: “Here’s how we can help you” “just a second” Instead Give a more honest estimate of how long will take you
Use “LEAPS” with the emotional caller to vent L Listen; allow the caller to vent E Empathize; acknowledge the person’s feelings A Apologize when appropriate, even if the problem is not your fault, You can say, “I am really sorry this has happened” and mean it P Be positive S Solve; suggest/generate solutions that you can both agree on and, if reasonable, do it!
Concluding the call End the conversation with agreement on what is to happen next; if you are to follow up, do so immediately. Thank the caller for calling, invite the caller to caller again
Answering calls for others recognize yourself and the company or person for whom you are answering and say, "How may I help you? Offer help in the absence of others--say, "She is not in today, perhaps I can be of assistance". Do not make commitments for others-say, "I'll give him your message when he returns," rather than-"He will call you as soon as he returns". Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information.