Business Phone Etiquette

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

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

Donts

Frown Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble

Dos

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 Use voice to express ideas or moods Dont talk in a monotone The voice naturally rises on a questions or inquiry Voices fall at a period, decision or completion

I nflection

Mental P.I.C.T.U.R.E.

C ourtesy

Common, everyday applies the same as face-to-face conversation Many times it is not what you say, but how you say it Voice should reflect sincerity, pleasantness, confidence, and interest

T one

Mental P.I.C.T.U.R.E.

U nderstanding

Avoid talking with anything in your mouth (gum, pencil) Rate of speech should be adapted to personality of contact Fast talkers can arouse suspicion Slow talkers can be irritating Clear enunciation will help avoid misunderstanding and need to repeat yourself

R ate

E nunciate

Keys to Good Listening

Limit your talking

Cant talk and listen at the same time A pause doesnt always mean the individual is finished speaking Focus on the conversation. Practice shutting out outside distractions and personal concerns

Dont Interrupt

Concentrate

Keys to Good Listening

Take Notes

Helps you remember important points Get the whole picture, not isolated bits and pieces An occasional, Yes, I see, etc. shows that your listening. However, dont overuse them

Listen for ideas.not just words

Interjections

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 persons 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:

Callers 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 callers questions Always end with e pleasantry:
Have a nice day It was nice speaking with you

Let the caller hand up first

Dont give more than your first name Dont get personal, even if they do Be prepared for rejection just apologize for bothering them and graciously get off the phone If you need help get a supervisor Your Phone Message Greeting make it professional