Practicing good telephone skills:

- Presents a professional image

- Enhances creditability of your message
- Provides a positive impression
- Increases satisfaction and decreases
escalations
 TRUE OR FALSE
 Phone conversations are just as important as
face-to-face conversations.
 Phone handling skills can resolve or escalate
a conversation.
 Personal cell phones are private property
that, if used discreetly, shouldn’t be a
problem in the workplace.
 Tips for Cell Phone Use in the Workplace

1. Give 100% of your focus to the person in front of you.

2. At a business meeting or lunch, a mobile device should
not be part of the place setting.
3. In meetings, “avoid reading under the table.”
4. Have a professional ring tone.
5. In the work area, turn your mobile device to silent.
6. Take personal calls in a private place.
7. Never use cell phones in the restroom.
8. Keep a book and a writing pen ready
 Answering the phone using formal greetings. Always state your
name and the name of your business in the introduction. It is
considered best practice to use sir or ma'am to address cus-
tomers if names are unknown.
 Speak clearly. Take the time to speak clearly and in a positive,
professional tone. Doing so will put the caller at ease and can
diffuse an upset customer.
 Listen & learn. Listen carefully to customers. Always allow the
caller time to finish his/her thoughts without interruption and
ask questions that clarify information. Be sure to confirm under-
standing with the caller before moving forward.
 End calls with a final offer of assistance. This may seem useless
but makes a huge difference in ensuring that you have
addressed and resolved the callers issue. By asking, “Is there
anything else that I can help you with?” This method is also
useful in wrapping up lengthy calls and handling excessive
talkers.
 General Etiquette • As soon as you receive a call first identify yourself with your name while
answering • Return phone calls within 24hours and apologize for missing it and if it is late •
Identify your self when you place a call say your name, the Company’s or the department you
represent along with your designation.
 Inter office Phone etiquette • Don’t hover outside a co worker’s cubicle • Don’t listen to others
call, if you share cubicle and never comment on the conversation if you have ever heard it .
 Voice mail • Outgoing message, greet, include your name and company’s name . • Let the
caller know how to reach you in an emergency • Update your outgoing message . If you are
going out of the office your message says so when you go away, state the date you‘ll be
available and whether or not you’ll be calling/or for messages or whom to contact.
 Call waiting • Unless you are expecting an urgent call and say so, its impolite to continually
put someone on hold while you talk to another. Say politely . Take the other call explain you
are on another line and will be back.
 Speaker phones • Good when you are on concall with several people, else it annoys the other
person whose voice is broadcast. • Use it sparingly and always tell the person on the other side
that speaker phone is on.
 Cell phone. • Be away from public area. • If you must take or make a call keep it short and
sweet. Never switch on the music via Fm or recorded during office hours • Never use
colleagues phone to call your assigned client, as your number may not be stored. • Switch off
your phone before you enter the meeting hall or while you talk to your seniors
 Placing someone on hold • Make sure as for good reason like pulling a document. Ask
permission to hold the call • Never keep the call on hold for more than a minute. When you are
back thank the person for holding the call