Telephone Etiquettes

Phone Contacts

 Communicating
effectively on the
telephone is a unique
skill

4–2
Basic Phone Skills

 Telephone etiquette
can make or break
the caller’s perception
of your service

4–3
Inflection

 86% of the message is

from your tone of
voice Words

 14% is grasped by the Tone

of
actual words Voice

4–4
The Telephone and You
 Provide helpful hints and proven
techniques

 Part of doing business means doing

business over the phone

 Phone is an important instrument in daily

business
Why is telephone skill important?

When you are on the phone with a

customer or client,YOU ARE THE
SINGLE representative of your
organization. In other words,
“Rules” for Telephone
Communication:
1. Treat your telephone visitor as if he
or she were present.
- When people call your office, as far as they
are concerned you are the organization.
- If you sound cheerful, clear, and interested,
the caller’s attitude toward your organization
will be a good one.
- Would you play solitaire if a customer was in
your office with you?
How Do Your Rate Your Telephone
Voice?
Has Needs
 VITALITY ____ ____
 EXPRESSION ____ ____
 NATURALNESS ____ ____
 PLEASANTNESS ____ ____
 INTELLIGIBILITY ____ ____
How Do You Look When You Talk
on the Telephone?

Interested Neutral Bored

Pleasant Neutral Unpleasant
Calm Neutral Agitated
Involved Neutral Distracted

When are some times when you have to

worry about looking or sounding this this?
 “Rules” for Telephone
Communication:
2. When receiving calls:
• Answer promptly to show that you are alert, courteous,
and efficient. (2 rings)
• Use all 5 parts of the answer (next slide)
• Use the caller’s name to personalize the message.
• Listen carefully to avoid asking the caller to repeat.
• Be tactful and give the impression that you really want to
be of assistance
• Take helpful messages.
• Keep and paper and pencil handy.
• Summarize and feed back the information to the caller for
verification.
Five Parts to Your Answer:

1. Smile
2. Welcome the caller
3. Announce the office
4. Introduce yourself
5. Let them know you're here to help them.
 When making
acknowledgements…
Don’t Say: Better:
Yeah or Okay Certainly

Wait a minute Do you mind waiting while I check

on that for you?
Hold on or Hold the line Would you like to hold or may I call
you back?
Just a minute One moment please…I’ll find out
No problem You are very welcome or my
pleasure.
“Rules” for Telephone
Communication:
3. When handling complaints by
telephone…
 Convey sincere interest and concern
 Remain calm and courteous
 Don’t make promises for others
 If there is a question you cannot answer, or the caller
becomes unreasonable, contact your county director and
refer the call.
 Thank the client and close the conversation naturally.
 Follow through on any questions or complaints.
 When handling difficult
customers…
Don’t Say:
You’ll have to talk to Mr. Smith
about that.
I don’t know anything about that.
You didn’t talk to me.
I didn’t take your call.
You must _____
Better:
Mr. Smith handles that. May I
transfer you.
I’m sorry.That information is not
available through this office.
I’m sorry Mrs. Jones. I will be glad to
take care of that for you.
Would it be convenient for you to
____________?
 “Rules” for Telephone
Communication:

4. When making a telephone call:

 Check the level of distraction around you before
deciding to make the call.
 Identify yourself and the Extension office.
 Clearly state your purpose for calling.
 Don’t waste time. Have a list of items to be covered.
 “Rules” for Telephone
Communication:
5. End the conversation in a positive manner.
 End on an upbeat note.
 Summarize any action to be taken.
 When closing…

AVOID BETTER
 All righty • Thank you for calling Payne
 Bye Bye County Extension
 Yeah • You’re welcome…have a
 Okie Doke good day.
 See ya later • I will get that report to you
in the mail
immediately…have a nice
afternoon.
 “Rules” for Telephone
Communication:
6. Always return missed calls.
 Within 24 hours is best
 At least within 48 hrs
 If you don’t want to talk to them, have some one else call
them back.
 The same applies to e-mails—RESPOND. Even something as
simple as “thanks” or “I got it” will work.
Other things to think about:
 Leaving a voicemail
◦ Keep them professional
◦ Once you’ve left a voicemail, don’t pester. (allow 6-12 hours).
◦ Don’t hide behind voicemail
 Cell phones (business)
◦ Turn it off, if possible, during meetings
◦ Do not check for messages during meetings
◦ If you are expecting an important call, let your client know in
advance.
Ways to Sound as Good as You Really
Are!
 Alertness
◦ Show that you are wide-awake, ready to engage in a
conversation
 Pleasantness
◦ Put a smile in your voice 
 Naturalness
◦ Use, simple, straightforward lang.; avoid technical
terms/slang
 Distinctiveness
◦ Speaks directly into the phone; Use a normal tone of voice,
the louder you are, the louder everyone else becomes
 Expressiveness
◦ Talk at a moderate rate and volume, but vary your voice
tone
Don’ts
 Frown 
 Mutter
 Sound Tired
 Speak in a Shrill Voice
 Speak Negatively
 Ramble
Do’s
 Smile  (they really can hear it!)
 Speak Clearly and Concisely
 Be Enthusiastic
 Lower the Pitch of your Voice
 Talk in a Positive Mood
 Listen/Discuss
Mental P.I.C.T.U.R.E.
 P – itch
◦ High or low? Low carries better and is also
more pleasant
 I – nflection
◦ Use voice to express ideas or moods
◦ Don’t talk in a monotone
◦ The voice naturally rises on a questions or
inquiry
◦ Voices fall at a “period,” decision or
completion
Mental P.I.C.T.U.R.E.
 C – ourtesy
◦ Common, everyday applies the same as face-
to-face conversation
 T – one
◦ Many times it is not what you say, but how
you say it
◦ Voice should reflect sincerity, pleasantness,
confidence, and interest
Mental P.I.C.T.U.R.E.
 U – nderstanding
◦ Avoid talking with anything in your mouth (gum,
pencil)
 R – ate
◦ Rate of speech should be adapted to personality of
contact
◦ “Fast talkers” can arouse suspicion
◦ “Slow talkers” can be irritating
 E – nunciate
◦ Clear enunciation will help avoid misunderstanding
and need to repeat yourself
Keys to Good Listening
 Limit your talking
◦ Can’t talk and listen at the same time
 Don’t Interrupt
◦ A pause doesn’t always mean the individual is
finished speaking
 Concentrate
◦ Focus on the conversation. Practice shutting
out outside distractions and personal
concerns
Keys to Good Listening
 Take Notes
◦ Helps you remember important points
 Listen for ideas….not just words
◦ Get the whole picture, not isolated bits and
pieces
 Interjections
◦ An occasional, “Yes,” “I see,” etc. shows that
your listening. However, don’t overuse them
Create a Good First Impression
 Try to answer the phone on the
SECOND ring
 Answer with a friendly greeting
 Smile  - it shows, even through the
phone
 Ask the caller their name, even if their
name is not necessary for the call, and use
it!
 Keep the phone two-finger widths from
your mouth
Putting Callers on Hold
 Always ask for permission

 Examples
◦ “Would you holding while I get your file?”
◦ “Can you hold briefly while I see if Mr. Jones is
available?”

 Always thank the caller for holding

Transferring a Caller
 Always transfer the caller to the desired
person’s extension, not to the operator
◦ Limits number of transfers
◦ Saves the caller time from explaining issue
again

 Tell the caller who you are transferring

them to

 Announce the caller to the person you

are transferring
Taking Phone Messages
 Phone Message should always include:

◦ Caller’s name and company name (if

applicable)
◦ Time and Date of call
◦ What the call is regarding (if possible)
◦ If a follow up or return call is needed
◦ Phone number (office or home)
Leaving a Voice/Phone Message
 Phone Message should always include:

◦ Your name and company name

◦ Time and Date of call
◦ What the call is regarding (brief)
◦ If a follow up or return call is needed
◦ Phone number (office or home) speak
SLOWLY even repeat the phone number –
include area code
Last Impressions
 Before ending the call, always…

◦ Make sure you answered all the caller’s

questions
◦ Always end with e pleasantry:
 Have a nice day
 It was nice speaking with you
◦ Let the caller hand up first
 Don’t give more than your first name
 Don’t get personal, even if they do
 Be prepared for rejection – just apologize fo
bothering them and graciously get off the
phone
 If you need help – get a supervisor
 Your Phone Message Greeting – make it
professional