PHONE ETIQUETTE & MANNERS

What is wrong here?

When I was brought up, I was taught that you always have to introduce yourself on the phone. This is obviously not the case for many in Malaysia when I first arrived I was staying with my in-laws (to be) and because I was not working, often was by myself in the house. This was when I was introduced to Malaysian telephone etiquette or what seemed to be the lack of, to me. The phone would ring and I pick it up Hello? Julian speaking. Mrs Wong ah? No, this is Julian. Mrs Wong is not in for the moment. Where is she ah? I dont know, she had to go out. Whats her handphone? [Im already a bit flustered at the lack of introduction, and the rapid fire questions. The request for the number is the last straw to me why should I give someones number to a complete stranger?] If you would like to leave your name and number and a message, Ill ask her to call you. Say Ah Chong called. Mr Ah Chong and does she have your number? Ya ya, got got. OK -He hangs upOK

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Malaysian Phone Etiquette

Not introducing oneself at the beginning of the call. Asking for personal information what was Mrs Wong doing, whats her handphone number. The lack of polite niceties, such as Hello, please and in particular putting down the phone without saying goodbye.
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When answering calls

1.

Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.

When answering calls

2.

Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

When answering calls

3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break

When answering calls

4. Do not use slang words or Poor Language. Respond clearly with yes or no when speaking. Never use swear words.

When answering calls

5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.

When answering calls

6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.

When answering calls

7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.

When answering calls

8. Always ask if you can put the caller on hold. If you are
responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

When answering calls

9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

When making calls

Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, "Good afternoon Mr. Arif, this is Ms. Syazwani from Openbook.com. My telephone number is 408-555-1212." Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet! Someone next to you might overhear confidential information that could negatively affect your business.

Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point.

Phone Expressions
Phone Greetings
More Informal identifying the listener saying who you are Is that Bruno Zola? Is that Bruno? Are you Could I speak to Bruno Bruno? Zola, please? Is that you, Bruno? (Yes,) speaking. Yes (it is).

introducing yourself

My names Elena Luma.

Its Elena. Im Elena. This is Elena. Here is Elena.

Phone Expressions

Asking people to speak slowly/speak up

Sorry, could you speak slowly, please? Could you speak up, please? course.

Yes, sure. Yes, of

Ending a phone conversation When you phone for information, you can often end with phrases like this:
OK, I think thats everything I need. OK, I think Ive got all the details Thanks. Youve been very helpful. Thanks very much for your help. Bye bye. Goodbye.

Positive words
Words Definitely, Surely, Absolutely, Certainly Phrases Rest Assured Mr, I do understand the inconvenience you have faced, I will be more than glad/ happy to assist you., I completely understand the reason why / your situation. Personal Ones I will surely ensure that, What I will do for you right away is, I assure you I will try my best.., What I can do for you right now is ., Im sorry for the inconvenience that you have faced, what I can do for you is . Advisory I would suggest / I recommend.., To avoid a similar inconvenience in future I request you to.

Positive words
Procedures All you need to do is to just., A simple way / method to change it will be to.., As soon as you receive Benefits You will surely be able to enjoy.. You will ONLY be charged.. We have a variety of .. Its a wonderful service where instead of _______, you can ____________ .. This is the best plan/scheme for your requirements.. For just RM_____. you can.. For Special customers like you..

activity

1. 2. 3. 4.

While the two students are acting. Please answer these questions: Who are the two callers? What is the purpose of the phone call? How does the phone call end? List any useful telephone expressions you hear.

References

http://www.englishpond.com/speaking/Comm unication%20and%20daily%20English/phone /index.html http://julianhopkins.net/index.php?/archives/1 83-Malaysian-phone-etiquette.html

http://my.jobsdb.com/MY/EN/V6HTML/jobseeker/1 37_career.html http://officeskills.org/telephone_etiquette.html http://www.callcentrehelper.com/the-top-25-positivewords-and-phrases-1847.htm