What is the Basic Telephone Manners

TELEPHONE ETIQUETTE

4/3/2008
Krishna

What is the Basic Telephone Manners

TELEPHONE ETIQUETTE

4/3/2008
Quality Lead – North Zone
S.Krishna Murthy
Now a days nobody have time to think about themselves so what
about our customers.If we will give basic information of telephone
etiquettes then definitly their Csat% will meet upto the
expectations.

If Quality Lead –North zone will give short training for Non-
performing Agents then definetly their Csat permorance will
improve.

Forwarding you Csat improvement training work shop objectives

and Power point presentation thru which Csat of North zone will
meet the high level of expectation, we will provide training to
Non-performing agents whose Csat score is very low.

Csat Improvement Training programme

In today’s business environment, the Phone Etiquette displayed in organizations is indicative of its
willingness and ability to efficiently assist customers – both internal and external. The skills and the
attitude projected over the telephone form a lasting impression in the minds of an organization’s
customers making it a critical customer ‘touch point’.
Nowadays virtual teams are the norm rather than the exception and one of their primary channels of
communication is the telephone. Hence it is imperative for employees to have a good understanding of
business telephone etiquette in order to aid efficient information exchange.

Quality lead Telephone Etiquette Training program aims at helping employees create a lasting impression
in their customers’ minds – one that shows the organization reflected in the best light possible. It focuses
on developing telephone etiquette / telephone skills to deal with customers assertively, empathetically,
with a sense of care and a positive attitude. It is also very important in telemarketing training.

Below are listed some of the important components of the workshop:

• Ways to make a Good First Impression.

• Effective Call Handling

• Key Phases of an Outbound/Inbound Call

• Hold Procedure

• Dead Air Management

• Using the Right Tone of Voice

• Tips for Good Telephone Etiquette

• Forbidden Phrases to Avoid

• Body Language over the Telephone

Many things have changed over the years, especially in the evolving world of
business. One thing has not changed though, and that is the need for proper
telephone etiquette in the work place. Along with company downsizings and layoffs
has come a necessity for companies to merge jobs together in order to eliminate
human resources and save money. While that may be necessary, it is not necessary
that the common element of etiquette, especially telephone etiquette, be left to
suffer.

Since customers are the ones who infuse the profits into a business, they do not
appreciate being treated with rudeness in their dealings with a company. This
includes any business that is conducted on the telephone.

Proper telephone technique involves some basic common sense in which everyone
who works for a company should use. Here are some basic tips:

Incoming Calls:
Tip 1- All incoming calls should be answered in a timely manner.

Tip 2- Business telephones should always be answered with a phrase like, "Good
morning, ABC Company, Carol speaking, may I help you?" In a busy office setting
that fields hundreds of calls each day, this particular phrase may be too much to
say. If so, it can be shortened to a phrase that is less wordy. But the name of the
company needs to be stated as soon as the phone is answered along with the
person's name who answered the phone. This lets the caller know that they have
indeed reached the right business, and lets them know with whom they are
speaking.

Tip 3- Never put a caller on hold, but if you have to, be sure to check back with
them every minute or so and ask if they would like to continue to hold. This lets
them know that they have not been forgotten, and that you are attending to their
call.

Tip 4- Speak clearly and slowly when you answer a business telephone. Do not slur
or mumble your words. Speak with confidence so the person on the other end has
the feeling that you know what you are doing.

Tip 5- Never be rude to a caller, no matter how nasty they are. Always remember to
handle yourself in a professional, business-like manner. This includes handling the
situation in a calm, cool manner.