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Telephone etiquettes

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Also known as decorum, is the code that governs the expectations of social behavior, the conventional norm. It is an unwritten code, but it may evolve from or into a written code. Etiquette
Telephone ,[object Object],[object Object],[object Object],[object Object],[object Object]
Telephone Etiquette ,[object Object],[object Object],[object Object]
 
Answering Calls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Making Calls ,[object Object],[object Object],[object Object],[object Object],[object Object]
Screening Calls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Taking Messages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Always remember to write down a message
Checking Messages and Returning Calls ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
Transferring calls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Putting the caller on hold properly ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
Extended absences ,[object Object],[object Object],[object Object],[object Object]
Ending Conversation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Keep in mind the Golden Rule when it comes to phone etiquette . D on’t make people dread having to answer their phone or call your department…….
Watch Your Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Words You Use ,[object Object]
"She is busy" "He doesn't want to be disturbed." "She took the day off." "He hasn't come in yet." "He is in the men's room." "I don't know where he is." "He is out." What You Mean: "She is unavailable at the moment. Would you like to leave a message on her voicemail?" "He is unavailable at the moment. Would you like to leave a message on his voicemail?" "She is out of the office for the day. Can someone else help you or would you like her voicemail?" "I expect him shortly. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "He is not in the office at the moment. Would you like to leave a message on his voicemail?" Tell the Caller:
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
16 Words and Phrases That Keep callers Cool ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Guidelines: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Are You Sure You're Understood? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Handling the emotional caller ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Handling the complainer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Listen first , Solve/answer second…..
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Don’t
Smile It shows, even through the phone lines.
Greetings ,[object Object],[object Object],[object Object],[object Object],[object Object]
Voicemail manners ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cell Phone Etiquettes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Make callers feel comfortable, confident in you…..

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Telephone etiquettes

  • 1. Also known as decorum, is the code that governs the expectations of social behavior, the conventional norm. It is an unwritten code, but it may evolve from or into a written code. Etiquette
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  • 9. Always remember to write down a message
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  • 18. Keep in mind the Golden Rule when it comes to phone etiquette . D on’t make people dread having to answer their phone or call your department…….
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  • 21. "She is busy" "He doesn't want to be disturbed." "She took the day off." "He hasn't come in yet." "He is in the men's room." "I don't know where he is." "He is out." What You Mean: "She is unavailable at the moment. Would you like to leave a message on her voicemail?" "He is unavailable at the moment. Would you like to leave a message on his voicemail?" "She is out of the office for the day. Can someone else help you or would you like her voicemail?" "I expect him shortly. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "He is not in the office at the moment. Would you like to leave a message on his voicemail?" Tell the Caller:
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  • 32. Listen first , Solve/answer second…..
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  • 34. Smile It shows, even through the phone lines.
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  • 39. Make callers feel comfortable, confident in you…..