Telephone Etiquette

Create a Good First Impression

Your Voice Is You Everytime you make or receive a telephone call at work, you are representing yourself and your depot( Co. HUL). The impression you create will be a lasting one. Make sure your voice and mannerism reflect that you are alert and at your best!

Smile as you speak

A smile can be heard in your voice. Speak clearly and distinctly in a pleasant tone of voice. - the caller will appreciate it.

Identify Yourself

Answer by giving the depots name & your own name. Eg. Mshed depot, Deepak here." The caller should then identify himself/herself & give a reason for calling. The sweetest music to a person is the sound of his/her own name!

Personalize The Call

Ask the caller for their name, firm name, and RS code, even if their name is not necessary for the call. This shows you have taken an interest in them.
Make sure you use their name.

Be As Helpful As You Can

To avoid unnecessary customer delays, collate neccessary information, then give the information required. Else place the person on hold, check and get back with the information. If you need time to investigate, ask for permission letting him know the time you would take and call him back with the accurate information

Putting Callers on Hold

When putting a caller on hold, always ask permission. If they ask why, provide them with the answer. Eg. " Kya mein app ko thodi dar Hold par rakh sakta hu?" When taking a caller off of hold, always thank them for their patience. Hold karne ke liye Shukriya

Transferring a Caller

If the caller needs to speak to another person or department, transfer the caller to the desired person's ext. This will save the caller having to explain his/her requests another time.

When transferring a caller, tell them who you are transferring them to, and announce the caller to the person you are transferring them to.

Irate Customer. Sometimes callers are rude and unreasonable

Remain calm and speak in even tones. Speaking softly will encourage the caller to calm down and not shout. If the caller uses abusive language, ask him to refrain from profanity, never interrupt.

Last Impressions

Before hanging up, be sure that you have answered all the caller's questions.
Always end with a pleasantry: MSHED DEPOT CALL KARNE KE LIYE SHUKRIYA" Let the caller hang up first. This shows the caller that you weren't in a hurry to get off the phone with them.

Do' s

Whenever you speak on the telephone, Speak clearly & directly into the mouthpiece. Learn to listen actively & listen to the caller without interrupting. Speak clearly & slowly.

Don't Do

Don't open mail or talk with someone in the room within the course of your phone conversation.
Dont eat or drink while you are on the phone. The impression that you leave will not be a good one. Don't use Can always use May. Eg. May I have your date of birth please.