telephone etiquette ppt

Telephonic

Etiquettes

Presented by:

Shubham Aggarwal

130010201076

1. Pick up the phone in three rings . More than three rings signals inattentiveness.

2. Greet the caller, e.g. “hello”, “good morning”. Good manners shows you respect the caller.

3. Tell the customer your name.

4. Ask them how you may help them

5. Tell the customer you are there for the help

Answering the Telephone

• Know the name of person you want to reach or talk to.

• Verify the number before calling anyone.

• Keep frequently called numbers handy.

• Ask them whether it is convenient for them to talk.

Placing a Call

• Avoid rude expression

• Use simple words like “yes’’ rather than a “yeah”

• Show respect to other by greeting them with words like “I appreciate your help”.

• Speak slowly and clearly

Words to choose before a call

• Ask permission before placing the call on hold

• Indicate how long delay could be

• Never leave the customer on hold for more than 1 minute.

Placing call on hold

• If you place a call and reach what appears to be a wrong number , immediately check the number

• Regret for dialling the wrong number

If you call a wrong number

• Inform the caller politely that they have reached a wrong number.

• Suggest them to recheck the number and dial again

• Never get aggressive on callers.

Someone calls you by mistake

• Never make any caller to wait more than 30 minutes for the supervision

• Listen, investigate and act to resolve issue

• Do not allow yourself to get angry

• Never put an angry customer on hold as this makes them more angry

• Express regrets for situation

• Suggest customer the alternative for inconvenience.

Handling complaints and aggressive customers.

• Transfer the call only if you are unable to help the caller.

• Ask permission to transfer the call.

• Give the new party all information before you transfer the call.

• Never transfer the call more than 2 time.

Transferring call

A person may forget what you said,

A person may forget what you do,

But, a person will never forget how you made them feel on talk…..

Thank you