28-11-2012, 05:40 PM
TELEPHONE ETIQUETTE
Phone_etiquette.ppt (Size: 2.4 MB / Downloads: 34)
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
Importance of ‘PICTURE’
P - PITCH
I - INFLECTION
C - COURTESY
T - TONE
U - UNDERSTANDING
R - RATE
E - ENUNCIATION
CHOICE OF WORDS
Avoid rude words
Reply with “yes,” rather than “yeah”
Show respect
Avoid responding with gap fillers
Speak slowly
PLACING CALLS ON HOLD
Ask permission
Return to the line periodically
Indicate the approximate length of delay
Never leave on hold for longer than one minute
Be courteous, respectful and professional
ANSWERING MULTIPLE INCOMING CALLS
Place the first call on hold
Answer the next call
Complete the second call
Return to the initial call promptly
Provide quality service
CUTTING CALLS SHORT
Give a short, sincere explanation for ending the telephone conversation
Make plans to get back with the caller if necessary
HANDLING ANGRY CALLERS
Never make an angry caller wait
Listen to the complaint, investigate and act accordingly
Avoid interrupting
Do not allow yourself to get angry
Express regret
If the caller is angry, pause before you respond
If the caller is extremely angry, ask if you can call back
If the caller refuses, ask if you can have few minutes to collect needed information
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”