Telephone Etiquette - PowerPoint PPT Presentation

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Telephone Etiquette

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In most phone conversations, the listener typically cannot see you your message is communicated by your voice! Proper telephone etiquette in a professional ... – PowerPoint PPT presentation

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Title: Telephone Etiquette


1
Telephone Etiquette
2
Who Is On The Phone
  • In most phone conversations, the listener
    typically cannot see you your message is
    communicated by your voice!

3
How To Answer The Phone
  • Proper telephone etiquette in a professional
    business setting begins by stating the company
    name first followed by a greeting and the name of
    the individual answering the call.
  • EXAMPLE Nordstrom, Good Morning, this is
    Kelly
  • If the organization does not require the use of
    the company name in the greeting, the person
    answering the phone should identify themselves.
  • EXAMPLE Good morning, Jessica Madden
    speaking or Jessica Madden speaking

4
When Others Answer
  • If someone else is answering a phone other than
    their own, the proper etiquette is to answer with
    a greeting followed by the name of the person for
    whom the phone is being answered.
  • EXAMPLE Good afternoon, this is Elizabeth
    Smiths office, how may I help you?
  •  
  • Remember that international phone calls may have
    a lag between the time when someone speaks and
    the listener can actually hear what was spoken.
    Be patient and make sure that you allow time for
    the speaker to finish speaking before you try to
    speak.

5
Speaker Phone Warning
  • If you place someone on speaker phone, you should
    inform the individual that he or she is on
    speaker phone before continuing with a
    conversation!

6
Basic Tips for Business Chats
  1. Take note of your voice. Speak clearly.
  2. Do not be eating and talking at the same.
  3. Always be courteous and respectful. Use please
    and thank you, and avoid interrupting while the
    other party is speaking.
  4. Avoid answering the phone if about to cough or
    sneeze.
  5. Do not raise your voice.

7
Basic Tips for Business Chats
  1. Keep personal phone calls out of the office- and
    keep your private cell phone calls private.
    Avoid personal calls and discussions in the
    office!
  2. When you are making a call, it is good business
    phone etiquette to always identify yourself to
    the first recipient "This is Mary-Kate, May I
    speak to Nicole Richie please?"
  3. If you answer the phone it is not good telephone
    manners to say "She is not in" without giving a
    reason. Instead, say something such as, He is in
    a meeting, may I please take a message? OR,
    She is out of the office at the moment but I
    will be happy to leave her a message or put you
    through to her voice mail.

8
Activity
  • Students draw upon their personal experiences and
    list an example of the following poor customer
    service experiences they had on the telephone
    with a business. Give one example for each and
    briefly state how it made you feel as a customer
    and how you think the situation SHOULD have been
    handled.
  • Put on hold for a long time
  • Employee did not properly identify the business
    or themselves when answering the phone.
  • Tone of voice of the business representative was
    unpleasant or rude.
  • You had a difficult time hearing the business
    representative or understanding what they were
    saying.
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