As a requirement for Communication Skills (SMV 794)

Presented By Group 6

Rajat Saluja Jibanendu Mohapatra

(2012 SMN 6695) (2012 SMN 6678)

What is Telephone Etiquette?

The essence of dealing with people politely and efficiently over the phone can be termed as TELEPHONE ETIQUETTE.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Current State
As per the survey conducted by Intel in 2012,

wished that others PRACTICE BETTER telephone etiquettes.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Objectives
Answering Calls Putting Callers on Hold Transferring a Caller Taking Messages Handling Rude Callers Making calls Ending Conversations Voicemail Etiquette

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Answering Calls
Create a Good First Impression. Try to answer the phone on the second ring. Answering the phone too quickly can catch the caller off guard, while waiting too long is inconsiderate of the callers time. Answer with a friendly greeting. Smile it shows, over the phone.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Putting Callers on Hold

Ask permission before putting a caller on hold. Examples: "Would you mind holding while I get your file?" "Can you please hold briefly while I see if Mr. XXX is available?" When taking a caller off of hold, thank them for holding.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Transferring a Caller
If the caller needs to speak to another person or department, transfer the caller directly to the desired persons extension or voicemail, not to the operator. This will prevent the caller from having to explain his or her request again and reduce the number of times the caller is transferred. When transferring a caller, tell them who they are being transferred to, and announce the caller to the person you are transferring them to.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Taking Messages
Be Prepared
Pen and paper

Ask For:
Callers name with correct spelling Callers phone number What the call is in regards to

Repeat Message to Caller Note Date & Time Dont forget to give the message to the intended recipient!
Communication Skills (SMV 794) Group 6 16-AUG-2013

Handling Rude Callers

Stay calm, speak slowly, clearly and calmly Remain diplomatic & polite Show willingness to resolve problem Dont over-react to trigger words Listen completely to the complaint, allow the caller to vent Long-distance calls Offer to call them back to avoid phone charges - this can have an immediate positive impact Acknowledge their feelings I can hear that you are upset by this or I can tell this situation is upsetting you.
Communication Skills (SMV 794) Group 6 16-AUG-2013

Making Calls
Identify yourself first State purpose of the communication Ask questions if needed to get to correct dept/person Reached a wrong number Say: Im sorry, I must have the wrong number. Please excuse the interruption. And then hang up

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Ending Conversations Gracefully

Before hanging up, be sure that you have answered all the callers questions. Always end with a pleasantry: "Have a nice day" or "It was nice speaking with you". Let the caller hang up first. This shows the caller that you arent in a hurry to get off the phone with them.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Voicemail Etiquette
Update greeting regularly Let callers know when you will return their call Extended absences Let callers know when you will be returning and how they can contact an alternate person if needed. Keep It Short & Simple (KISS) Keep recording to a maximum of about 15 seconds Take your time while recording, and sound sincere Check messages daily Return messages within 24 hours
Communication Skills (SMV 794) Group 6 16-AUG-2013

10 Things Never to say on a Business Call

"That's not our policy." This pathetic excuse to avoid taking action on complaints or requests is not only poor manners. It's also damaging. Who cares what is or isn't "policy. If an employee cannot grant the request or fix the complaint, he or she ought to consult a superior for advice or be given authority to find alternatives that will transform the customer from disgruntled to appreciative. Either way, keep the customer informed at every stage.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"That's not my department," or "That's not my job." Everyone and anyone working for the company must be prepared to field any and every caller's needs. At the very least, if the employee lacks knowledge or responsibility, he or she should get a phone number, ask a manager for help and call back, expeditiously, with information that does the trick.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"Could you call back? We're real busy right now." This one boggles the business mind. But employees say it more often than you'd think. It always makes me wonder: Busy with what? Lunch dates? Make sure no staffer you hire ever gets away with saying anything even close to this.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"My computer's down," or "We're having trouble with our servers. This is simply not a caller's problem, nor a reason to suspend service. Business runs with or without active monitors. Apologize for the fact that you cannot help. Then pick up a pencil, write down the phone number, and (read this carefully) get back to him or her as soon as you can help unfailingly.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"Didn't you get my voice mail?" You cannot pretend a response when there wasn't one. If you fail to return a call in a timely and courteous manner, just face the music and apologize.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"I was just waiting to get more information before calling you back." If you were really gathering info, you'd send an interim e-mail or leave an explanatory voice mail which is what every pro does with important contacts. All this phrase does is insult the caller by signalling that he or she has no priority in your schedule or else that you're incompetent. Either way, if you're avoiding someone's calls, be more creative.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"Wait a sec. I'm putting you on my speakerphone." Like the hold button, this shouldn't be used without first gaining caller permission. Voices bounce and echo. You can never quite hear anyone or figure out who's talking. You also never know who's listening in and what kind of impression you're making on the gang who's eavesdropping.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

"I'll see that she calls you." This is pure self-protection. "You should only promise to deliver the message, not that there will be a return call,. It's not up to you to promise someone else's attention. If there is no return call, you've created unnecessary disappointment or irritation.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

10 Things Never to say on a Business Call

Dont mention personal tragedies Dont mention personal tragedies or traumas during business calls. You might get sympathies, but lose a customer. Never bring your personal problems into business conversations, unless you have a long-term and personal friendship with the caller.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Some Additional Tips

Communication Skills (SMV 794)

Group 6

16-AUG-2013

AVOID STRANGE RINGTONES If you forget to switch the silent mode on before a meeting, dont make it worse with a bad ringtone. 98% of people find that noisy. Think about WHAT YOUR RINGTONE SAYS ABOUT YOU: If youre embarrassed by your ringtone in certain situations its a wrong choice. Try Again.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Your phone is not a megaphone, so DONT SHOUT. Be aware that YOUR VOICE CAN DISTRACT OTHER PEOPLE. If the LINE IS BAD and conversation is inaudible, EXPLAIN that there is a problem and HANG UP.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Dont make calls to people from INAPPROPRIATE VENUES;

A call from a BATHROOM is deeply off-putting.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

DO NOT CUT OFF rudely A CONVERSATION only TO ANSWER another call. Do not get indulged in a telephonic CONVERSATION IN FRONT OF YOUR FRIENDS. Its the top of bad manners

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Unless you have permission, it is COMMON COURTESY to call someone NO LATER THAN 9 PM, unless there is an Emergency.

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Telephone Etiquette Summary

Think about if you were the person on the other side of the line; how would you want to be treated? Give respect, get results. Smile while youre on the phone it will make a huge impact on your communications!

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Telephone Etiquette Summary

Think about if you were the person on the other side of the line; how would you want to be treated? Give respect, get results. Smile while youre on the phone it will make a huge impact on your communications!

Telephone Etiquette Summary

Think about if you were the person on the other side of the line; how would you want to be treated? Give respect, get results. Smile while youre on the phone it will make a huge impact on your communications!

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Telephone Etiquette Summary

Think about if you were the person on the other side of the line; how would you want to be treated? Give respect, get results. Smile while youre on the phone it will make a huge impact on your communications!

Communication Skills (SMV 794)

Group 6

16-AUG-2013

Communication Skills (SMV 794)

Group 6

16-AUG-2013