Business telephone etiquette for success. - PowerPoint PPT Presentation


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Business telephone etiquette for success.


Telephone Etiquette Business telephone etiquette for success. How to use telephone etiquette to create and enhance business relationships. Proper telephone etiquette ... – PowerPoint PPT presentation

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Title: Business telephone etiquette for success.

Telephone Etiquette
  • Business telephone etiquette for success.

How to use telephone etiquette to create and
enhance business relationships.
  • Proper telephone etiquette is more important
    than ever in today's business environment. Much
    of our business communication takes place on the
    phone in the office, at home, in the car,
    virtually anywhere. In this area, proper phone
    technique can make or break deals or
    relationships. The following are some guidelines
    to help you use the phone as a power tool.

  • First is the greeting.
  • When answering the phone for business, be sure to
    identify yourself and your company.
  • A pleasant and friendly tone of voice is
  • Offer assistance, by asking how you could help.
  • Remember to always smile while you answer the
    phone. Even though the customer cannot see you,
    they sure can hear you.

Outbound calling
  • When you are the person making the call, be sure
    to use proper phone etiquette from the start.
  • Identify yourself, company, and department.
  • Be polite and courteous to them.
  • Get their names in case you need to call back.

While answering the phone
  • Answer calls promptly, preferably by the second
    or third ring.
  • Smile as you answer the phone.
  • Assume your telephone voice, controlling your
    volume and speed.
  • Project a tone that is enthusiastic, natural,
    attentive and respectful.
  • Greet the caller and identify yourself, company,
    department, etc.
  • Ask to whom am I speaking with?.
  • Ask how may I help you?.

During the course of the call
  • Focus your entire attention on the caller.
  • Use plain English and avoid unnecessary jargon
    and acronyms.
  • Use action specific words and directions.
  • Use the callers name during the conversation.
  • Always speak calmly and choose your words

Use all your listening skills
  • Focus your full attention on the caller and the
  • Listen between the words.
  • Use reflective and active listening to clarify
    and to check understanding.
  • If there is a problem, project a tone that is
    concerned, empathetic and apologetic.
  • Avoid the five forbidden phrases.

Five forbidden phrases
  • I dont know. Instead say that is a good
    question, let me find out for you. If some
    research is required, place the customer on hold
    or assure the customer that you would call back
    at a specific time.
  • I/we cant do that. Instead replace with, this
    is what I/we can do.
  • Youll have to. Instead say, you will need to
    or I need you to or heres how we can help
  • Just a second. Instead give a more honest
    estimate of how long it would take and explain
    what you would be doing.
  • No. Find a way to state the situation

  • Use LEAPS with the emotional caller to vent
  • L listen, allow the caller to vent.
  • E empathize, acknowledge the persons feelings.
  • A apologize when appropriate, even if the fault
    is not yours.
  • P be positive.
  • S solve, suggest solutions to fix the issue.

Transferring the caller
  • Transfer ONLY when necessary get information by
  • If you must transfer, avoid using the word
    transfer instead use the phrase I am going to
    connect you with.
  • Explain why you are transferring the call.
  • Stay on the line and introduce the caller.

Telephone etiquette don'ts
  • Eat, drink or chew gum while on the phone.
  • Leave an open line.
  • Place the caller on hold for extended durations
    of time. (Not more than two minutes).

Concluding the call
  • End the conversation in agreement of what is to
    happen next. If you are to follow up, do so
  • Thank the caller for calling and invite the
    caller to call again, if he/she needs to.