1. TELEPHONE ETIQUETTE Presented by Poorni D C

2. INCOMING CALL

3. INCOMING CALL GUIDELINES Answer calls promptly – within 3 rings Smile as you pick up the phone Render a warm greeting Talk politely and be patient Make a note of their contact details Transfer calls if required Wait until they end the call

4. Importance of ‘PICTURE’ P - PITCH I - INFLECTION C - COURTESY T - TONE U - UNDERSTANDING R - RATE E - ENUNCIATION

5. CHOICE OF WORDS 1.Avoid rude words 2.Reply with “yes,” rather than “yeah” 3.Show respect 4.Avoid responding with gap fillers 5.Speak slowly

6. If you would like to say: "He/She is out" "I don't know where he/she is" "He/She hasn't come in yet" “He/She took the day off" “He/She is busy" “Who is this?” ALTERNATIVES

7. PLACING CALLS ON HOLD 1.Ask permission 2.Return to the line periodically 3.Indicate the approximate length of delay 4.Never leave on hold for longer than one minute 5.Be courteous, respectful and professional

8. ANSWERING MULTIPLE INCOMING CALLS 1.Place the first call on hold 2.Answer the next call 3.Complete the second call 4.Return to the initial call promptly 5.Provide quality service

9. CUTTING CALLS SHORT Give a short, sincere explanation for ending the telephone conversation Make plans to get back with the caller if necessary

10. ANGRY CALLERS

11. HANDLING ANGRY CALLERS 1.Never make an angry caller wait 2.Listen to the complaint, investigate and act accordingly 3.Avoid interrupting 4.Do not allow yourself to get angry 5. Express regret

12. HANDLING ANGRY CALLERS 6. If the caller is angry, pause before you respond 7. If the caller is extremely angry, ask if you can call back 8. If the caller refuses, ask if you can have few minutes to collect needed information

13. ENDING A CALL “Is there anything else I can help you with” “If you need any further assistance, please do call back” “Nice talking to you, good bye” “Thank you for calling”

14. Thank you for your attention !