Telephone Etiquette for business success

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TelephoneEtiquettefor business success

• Created By Ramon Torres

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Summary of presentation

• Telephones is a vital source of communication
• The goal of these Business Etiquette Study Sheets
  is to assist you in becoming photogenic.
• It will help
• pay attention to detail
• do all the little things that can make a big
  difference
• outclass your competition.

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Five great tips

• How to get your calls returned promptly
• How to get on the good side of administrative
  personnel, in your attempt to reach
  decision-makers
• When to use or ignore call waiting
• Ways to be more effective when leaving a
  voice-mail or answering machine message
• Which slang terms should not be used in your
  vocabulary when talking to employers.

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How Phonogenic are you

• When calling someone, do you identify yourself
  after saying Hello?
• When screening calls, do you ask whos calling,
  please? rather than who is this?
• At the end of a call, do you wait to hang up
  until the person you have called has hung up?
• When answering the phone, do you always have pen
  and paper within your reach?

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How Phonogenic are you

• When making telephone calls or receiving them, do
  you make an effort to have a smiling voice.
• If you put someone on hold, when returning to the
  line, do you say Thanks for waiting. rather
  than, Im back.
• When calling someone and reaching the persons
  answering machine/voicemail, do you still leave a
  message?

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How Phonogenic are you

• When placing a call, after identifying yourself,
  do you ask do you have a minute? or Is this a
  good time to reach you? before explaining the
  reason for your call?
• Do you avoid phrases such as bye-bye,
  okey-doke and yeah, and use instead all
  right, yes and goodbye?
• When putting someone on hold, do you ask, May I
  put you on hold? rather than saying Hang on.

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Telephone etiquette tips

• Be Prepared
• Paper and pencil should be within easy reach
• Remember who called, than acting as though you
  have had a memory lapse
• Answer Promptly
• At the end of the first ring should a phone be
  answered.
• Waiting time seems longer to the caller than it
  actually is.
• Be Pleasant
• People who have bad voices have to work twice as
  hard to project themselves on the phone
• Make an effort to smile when answering and
  hanging up

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Telephone etiquette tips

• Identify Yourself
• After saying hello, immediately identify yourself
• Ex This is Scott, from Northwood University
• Respect Others Time
• Business etiquette states that ask for the
  persons time after you identify yourself.
• Be Respectful
• Let the person know that your thankful for
  his/her patience
• After putting someone on hold, show your
  appreciation by saying, Thank you for waiting

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Telephone etiquette tips

• When You Need To Leave a Message
• Be on your best behavior if you find yourself
  speaking to the persons secretary
• When speaking to the secretary or administrative
  personnel, try to address them by their name.
• If you treat the administrative personnel with
  respect and you can get through the door much
  quicker.

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Telephone etiquette tips

• How to Get Your Telephone Calls Returned Promptly
• When calling someone, say when you can be
  reached. The more specific you are, the more
  professionally you will be perceived
• Be sure to state that fact when identifying
  yourself when calling long distance.
• Ask Rather Than Just Put Someone on Hold
• When it is necessary to put someone hold, ask
  than to do so
• A person should not be on hold more than 30-60
  seconds

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Five most commonly made telephone courtesy Faux
pas

• Reaching a wrong number and not apologizing
• Not returning calls
• Putting someone on speaker without permission
• A cute message on your answering machine rather
  than a serious one.
• Saying he or she has my number rather than
  leaving it.