Telephone Etiquettes
Telephone Etiquettes Essentials:
1. Greeting
Just like a face-to-face conversation, the other party in a telephonic conversation expects you
to open the conversation with a nice greeting.
It is suggested that
you begin the phone call with an appropriate greeting like Good Morning/Afternoon depending on which time of the day you are calling.
Do not answer by using
words such as "yeah" or "yes".
2. Take Permission and
be Polite
A polite word or two
always helps in bringing warmth into the conversation.
While it is very
important to take permission to speak to the person you have intended to call,
one should always remember to use a polite tone.
Use a phrase like
"May I please speak with___________".
Remember to be
sensitive to the tone of your voice.
Do not sound overly
aggressive or pushy.
It is important that your
tone conveys authority and confidence.
Do not lean back in
your chair when speaking on the telephone.
Try to record your own
conversation. You will then hear how you sound to others.
3. Identify Yourself and
the Organization
The most common mistake that people make during a phone is call not identifying themselves.
It is considered
inappropriate and can also lead to miscommunication, always introduce yourself before getting into any conversation;
telephonic or face to face - that's the thumb rule!
4. Clarity
The good old 7Cs of
communication will always have an impact on how you converse with people, very
important to remember and include the first "C" i.e being clear. Do
not use broken phrases. Always use clear, crisp, and simple language.
5. Purpose of the Call
Before making a phone
call, be sure of the purpose of the call. Think through exactly what you plan
to say and practice before you place the call. Jotting down the items you want
to discuss and questions you want to answer can help in making a smooth
conversation.
6. Know your Timeline
and Keep it Short
While speaking on the phone, you are not in front of the other party; hence it is very important to
ask if the receiver has enough time to speak to you. Respect the person's time
and ensure that the conversation gets completed within the given timeline.
7. Avoid Fillers and Keep it Interesting
Filler words - like "umm" and "uhh" - are never written into a speech, and add to nothing when a speaker
utters them.
During a telephonic
conversation, a filler word sends a signal to the other person which says
"I'm still thinking, and I'm not willing to pass the conversation back to
you just yet".
This only conveys that
you are confused and still thinking of what to say next.
8. Smile through the Phone
Keep a 'smile in your
voice'.
Sound upbeat and
enthusiastic about the chance to speak with the caller.
Adults pay more
attention to the tone of your voice than they do to the words you use.
9. Find some Quiet Place while Speaking on the Phone
Communicating over the telephone is much more effective when both parties can hear each other clearly
without background noise.
Plan to make your
call, whether it's for work or just to catch up with an old friend, at a time
in which you are not required to attend to any other business and ensure that
there is no disturbance around.
Blaring noises, such
as the television or road traffic can interfere with both your listening and
communication skills, making it difficult for a conversation.
10. Summarize, Paraphrase and Close
There are various
benefits of summarizing and paraphrasing, it helps you to reaffirm what was
discussed during the phone call.
So if there is any
information that needs to be changed or altered, the other party has an
opportunity to add on.
Always end the call
with a pleasantry like -- "It was a pleasure speaking with you" or
"You have a nice day".
Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
• Place the receiver of the telephone correctly
• Organize your desk
} Identify yourself and the company/organization
} Offer assistance in the absence of others
} Do not make commitments for others
} Take accurate messages
Hold procedure & Transferring calls
• Seek permission
• Specify the duration
• Explain the reason for the transfer
• Wait for the customer’s response
• Get back to the customer in the committed time frame
Handling complaints
} Listen carefully
} Convey sincere interest and be empathetic
} Agree as often as possible
} Remain calm and courteous. DO NOT ARGUE!
} Do not interrupt
} Do not blame co-workers
} Explain clearly
} Do not make unrealistic promises
} Apologize
} Act fast
} Follow up
Call closure
} Summarize what has been discussed
} Ask if you can provide further assistance
} End on a positive note
While closing the call
- Have a pleasant tone and be courteous
- Don’t sound rushed
- Pause at appropriate places
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