telephone etiquettes

1. -By
Kanthi Priya
Swadhina
Ramya
Suma
Lohita
Joshpin

2.  Whether at work or on your mobile phone, it is very
important that we are fully aware of how we talk or
behave over the phone.

3.  Pick up the phone in three rings . More than three
rings signals chaos in your office or
inattentiveness.

4.  Greet the caller, e.g. “Hello”,“Namaste”. Good
manners shows you respect the caller.
 Give your name. This is a courtesy that serves to
personalize the customer service experience as
well as allowing the customer to hold you
accountable for your level of service.

5.  Ask the customer if or how you can help. Asking to help
tells the customer you are there to serve his/her needs
and to solve his/her problems. This also leaves the
customer with a positive impression.

6.  The greeting is key, it sets the tone and style of the
whole interaction.
 Never put the customer on hold for more than 30
seconds

7.  Phase 1 -
Opening the
Call (Greeting
&
Introduction)
Phase 2 -
Building
Rapport &
Identifying
Need
(Question)
Phase 3 -
Collecting/
Verifying of
Information
(Paraphrase)
Phase 5 -
Close the call
(Summarize)
Phase 4 -
Provide
Solutions,
Alternatives or
Information

8.  The tone plays a very important role as the guest
cannot see you. Your voice sets up the perception
in the Guest’s mind. Words that we use are also
important but not as important as Tone in a
telephone conversation.

9. PHONE CALL IMPRESSION
 The person on call forms a mental PICTURE of you.
 P – PITCH
 I – INFLECTION
 C – COURTESY
 T – TONE
 U - UNDERSTANDING
 R – RATE
 E - ENUNCIATION

10. DIFFERENT PHONE CALL
SITUATIONS
BEFORE ANSWERING A CALL, BE PREPARED;
 Have a pen, pencil and notepad ready.
 Have your computer on.
 Ensure no noise at the background.

11. Answer call before
the third ring, calls
beyond the third ring
indicates
inactiveness in your
office.
Greet the caller, for
example “Namaste”.
Good manners
indicate respect for
the caller.
Give your name and the name
of the company/ dept.This is a
courtesy statement that serve to
introduce and personalizes the
customer service experience.
Ask the caller if or how you can
help them, How may I assist you?”
Asking to help tells the customer
you are there to serve and solve
his/her problems.
Focus your attention on
the caller.

12.  BEFORE PLACING A CALL, BE PREPARED;
• Know the name of the person you want to reach and
how to pronounce it.
• Know what you need to say before placing the call will
make your call brief and effective.
• Verify the phone number before calling.

13.  When the conversation is complete, do the
following;
• Make sure that the caller has no more queries or
message.Use “Goodbye, thank you for calling” to
end the conversation.
• Make sure the caller drops down the receiver
before you. This prevents the feeling that you may
have cut them off intentionally.

14.  TRANSFER CALLS ONLY IF YOU ARE UNABLE TO HELP THE CALLER
OR IF THE CALL IS MEANT FOR YOU FOR SOMEONE ELSE:
• Ask permission to transfer calls and explain the reason for the
transfer..Let the caller know the name and department you
are transferring the call to. Be sure you are transferring the
caller to the proper person or department.
• Know the transfer instructions for the telephone system so
that you do not cut off your caller!

15. • Make sure its for a good reason.Ask permission before
placing a caller on hold.
• Return to the line periodically.Ask callers if they want to
continue holding.
• Indicate how long the delay could be.Offer to call the person
back if the wait will be long.
• Never leave a customer on hold for longer than 30
Seconds.Be courteous, respectful and professional.

16. • Place the first call on hold.
• Answer the next call.
• Complete the second call only if it can be handled
quickly.
• Return to the initial call promptly.
• Provide quality service that meets or exceeds the
customer’s expectations.

17.  Do not allow yourself to get angry when a guest
shouts.
• Empathize. Express regret for the situation.
 Find a way to agree with their circumstances.
Suggest alternatives for handling the problem that
you have the authority and take responsibility for
providing answers to the customer.

18. • Pick the phone, at worst, at the third ring.
• Speak pleasantly, using basic phrases of courtesy
e.g. “May I help you?”, “Thank you”, “You are
welcome”.
• Smile on phone in order to have a pleasant voice
or tone.
• Sound alert and active – let not your voice sound
lazy, tired, and rude, bored or disinterested.
• Be polite or courteous to all calls irrespective of
the circumstances.
• Do not slam the phone or cut off abruptly

19. UNACCEPTABLE
PHRASES
ACCEPTABLE
PHRASES
1. ”You will have to
wait”
2. “Yeah”.
3. “I do not know”
4. “No, we cant”.
1. ”Thank you, I’ll check,” or
“I’ll see”
2. “Yes ma/sir”.
3. “One moment please, I’ll
find out”
4. “Yes, you may”.