Professional Documents
Culture Documents
Agenda
Answering calls for others Transferring calls Handling complaints by phone Placing calls Voice Mail CallCall-Waiting Speakerphones Placing someone on hold Qualities of a good voice Tips for creating a good image Suggested phrases for Business Telephone Etiquette AcknowledgementsAcknowledgements-Suggested responses to questions or comments Reports to caller Obtaining the caller's name Obtaining the correct information Progress reports
Telephone Etiquettes
We often have conversations over phone and it is very important that we pay attention to how you talk or behave' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Transferring calls
A) Explain the reason for the transfer-("Let me connect you with Mr. transferHeron in that department). Use the name of the person you are transferring to whenever possible. B) Know the transfer instructions for the telephone system so that you do not cut off your caller!
Placing calls
A) Plan your call. Knowing what you need to say will make your call brief and effective. B) Place your own calls when possible to add a personal touch and create good will. C) Identify yourself and quickly state your business.
Voice Mail
A) Outgoing messages should include your name and company name. If applicable, mention the job you handle to prevent having to route the message to someone else. B) Let the caller know how to reach a person in an emergency. C) Keep your outgoing message current. If youre going to be out of the office, your message should say so. When you go away, state the date youll be back and whether or not youll be calling in for messages, or whom to contact in your absence.
CallCall-Waiting
A) Unless you are expecting an urgent call and say so, its impolite to continually put the person to whom youre speaking on hold while you take another call. Say, "I have another call, can you hold just a second?" Take the other call, explain youre on another line and will call back shortly. Then quickly return to your first caller.
Speakerphones
A) Although a speakerphone is a great convenience when several people need to participate in a conference call, in a two-person conversation, it twooften annoys or offends the person whose voice is broadcast. Use it sparingly, and always tell the person on the other end that a speakerphone is being used. Try to avoid using it with a client.
Placing
someone on hold
A) Make sure its for a good reason, such as pulling the persons file or answering another line. B) Ask the person if he or she will hold, and wait for a response rather than assuming the answer is yes. C) Never keep a caller on hold for more than a minute. If you have to take longer than that, return to the person and tell them that you absolute have to take a few minutes longer, and ask if she wouldnt prefer that you call her back." D) When you return to the caller, thank them for holding.
Reports to caller
A) "Mrs. Martinez is on another line, will you wait, please?" B) "He is away from his desk, may I take a message." C) "I'm sorry, Mrs. Hann is out of the office, may someone else help you." D) "Ms. Shultz is in the Trust Department, one moment please, I'll transfer your call." E) "I'm sorry to keep you waiting."
Progress reports
A) "Mr. Lokey's line is still busy, do you wish to continue waiting?" B) "I'm sorry to keep you waiting, may I check further and call you back?" C) "That line is still busy, may someone else help you?" D) "I'm sorry, she is still away from her desk, do you wish to continue waiting?"
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