Beruflich Dokumente
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R – Respond promptly
T – Terminate politely
Some situations:
1). If you are placing a call on hold, always say, “allow me to place your call on hold”.
2). If the person whom the caller had called up is not available always –
a) Inform that the person called is not around.
b) Take down the message.
c) Take down his name, contact no.
d) Ask the caller if he / she would like to speak with anyone else.
e) Always sign off with wishing according to time.
1. When you make a phone call, tell the person whom you wish to speak and while
asking for the person use polite words such as "May I please speak to so and so" don't use
phrase "Who's that"?
3. If the desired person is not available leave the message. Do not forget to note down
the person's name that took the message.
4. In case, the called person fails to introduce himself, ask politely, who is speaking on
the other end?
7. Convey all the telephonic messages received, without fail to persons concerned.
11. Do not demonstrate your annoyance on interruption while you are talking over the
phone.
12. Do not keep the phone engaged unnecessarily, because someone may be trying to
contact in an emergency.
14. Do not carry your attitude in your voice, e.g. if you are angry or are laughing, don't
carry this tone on the phone.
15. Always have all the telephone numbers of the related departments / organizations,
and keep a writing pad and pen near the telephone.
16. Jot points to be asked before you call lest you forget and keep pondering what
information you wanted.
18. Avoid gossiping with colleagues within the organization over the phone.
20. Treat the call as if it were a meeting - have a purpose, and an agenda.
21. Learn the names of the people who answer the phones at the numbers you call most
frequently. Speak pleasantly to them, and if you talk to them very frequently, send them a
card or gift on their birthday or over the holidays
While young, we were- taught certain values and etiquettes, fostered by our elders and
teachers. By the time we grew, had our own set of values and etiquettes, but rarely take
seriously.
Therefore, telephone etiquettes should be emphasised from the beginning of learning till
one becomes a hospitality professional.
We’ve all heard about them from the time we were very young- manners, manners,
manners. Mothers all over the globe do what they can to instill some kind of proper
etiquette in their children and many succeed. However when many people use the
telephone, etiquette seems to disappear. Not only that, but it isn’t uncommon for someone
to experience poor business telephone etiquette. When a person contacts a business and
they don’t use proper telephone etiquette, the business will most likely loose customers.
Talking on the telephone is no different than speaking with someone in person, but for
some reason a piece of electronic equipment between the mouth and the ear tends to
make people forget that there is such a thing as phone etiquette.
One of the most common situations where we immediately forget any kind of telephone
etiquette is when a salesperson calls on the phone. Our initial reaction is that the
telephone call is unsolicited and unwanted. Why should we be polite to a businessperson
that is interrupting our personal time with an uninvited phone call? Well we wouldn’t
verbally assault the perfume sample dispenser in a department store, but they are doing
the same thing the person on the phone is doing- selling a product. The person on the
phone is just as human and deserves to be treated with courtesy. Not to mention it is far
easier to simply say “No, thank you” and “Good-bye” than getting worked up and feeling
guilty later on.
Since many of us seem to have forgotten telephone etiquettes, here are a few telephone
etiquette tips as an update to skills that are quite natural in many of us. Always answer
the phone by saying, “Hello” and not any other greeting. If the person who has been
requested is not available, simply state that he or she “is not available at this time. May I
take a message?” Not only does the person on the other end of the phone have a good
impression about you, that feeling will apply to the person they are calling for as well.
Always be quick and to the point while remaining pleasant during a phone call. Friends
and family will continue with a telephone conversation if they have time, otherwise they
are not likely to rush you off of the phone no matter how busy they are. No one is perfect,
so if you dial a wrong phone number state your mistake, apologize and hang up the
phone.
Businesses are beginning to realize that without providing telephone etiquette training,
many employees are offending or even angering customers on the phone. New hires are
often presented with a guide for telephone etiquette and some may even have to go to
professional telephone etiquette training. Proper phone etiquette is important at both a
personal and professional level. Being polite on the telephone is just as important as
when speaking with someone in person. You might be surprised at how good you feel
about yourself if you use proper telephone etiquette and the positive responses received
while talking on the phone.