Telephone Etiquette
Structure of a call
1. Opening
Greetings: Your greeting is your verbal handshake
A friendly, professional greeting should result in the caller feeling important, appreciated and listened to. The first impression of you and your organization is made within the first 10 seconds of the conversation.
Smile as you pick up the receiver to get into the right frame of mind so that you are likely to be friendly and courteous.
An effective greeting should include these five steps:
1. Welcome greeting
2. Identify your organization
3. Identify your name
4. Identify your department
5. Assist the customer-How many I help you?
2. Body
1. Putting the call on hold
- Seek Permission
- Give the reason
- Give duration
Getting back to the customer
1. appreciate for hold OR apologize for a elongated hold
2. Give the relevant information
2. Transferring the call
- Seek permission
- give departments name
- give reason
- call end
3. Closing the call
- Ask for extra assistance
- Acknowledge for calling
- Goodbye greeting
Initiating a call:
Like all effective Business Communication, a telephone call needs preparation. Ask yourself the following key questions:
- Am I clear about the exact query that I am raising and how can I put it simple and clear.
- Is the person whom I am calling, the right person to deal with?
- Is this a convenient or an appropriate time to call?
Do’s and Don’ts:
- Have a pen and paper before attending a call
- Pick within 3 times (rings)
- Don’t answer the phone while eating
- Always call back (If you have given commitment)
- Taylor your style to the person (Be concise)
- Limit social conversation: Don’t ask silly questions
- Give attention to the call (Passive Behaviour)
- Be assertive (Neutral attitude)
- Body Language (Tone of Voice)
- Don’t call anyone early morning and late night
- If you are not at home, switch on your answering machine
