This document provides guidelines for proper telephone etiquette. It discusses the importance of being well-prepared before calls, maintaining a positive attitude, and speaking clearly. Key points of etiquette include greeting callers appropriately, actively listening, asking permission to place callers on hold, and closing calls on a positive note. Useful phrases are also provided for different call situations. The goal is to enhance the company's reputation by ensuring customer needs are met through polite and professional interactions.

1. CALL HANDLING ETIQUETTE
Prepared By: Laiba Muddassar

2. Topic index
❑ Pre Call Preparation
❑ WHY IS TELEPHONE ETIQUETTE IMPORTANT?
❑ "Do's & Don'ts" of Telephone Etiquette
❑ CALL OPENING
❑ CONVERSING WITH THE CUSTOMER
❑ HOLD PROCEDURE
❑ CALL CLOSURE
❑ USEFUL PHRASES WHEN ON THE PHONE
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3. PRE CALL PREPARATION
✓ Feel good about your work
✓ Smile
✓ Have a positive attitude
✓ Make sure that the telephone is placed correctly
✓ Organize your desk that you have the following handy
namely a pen, a paper pad and a glass of water
✓ Recall all the emails & product knowledge to provide better
service
✓ Make sure, you have all the updated information
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4. WHY IS TELEPHONE ETIQUETTE
IMPORTANT?
✓ Company’s reputation is enhanced
✓ The objectives of the call is met
✓ Customers are happy with interaction
✓ Positive image is formed
✓ Shows professionalism
✓ There is positive word of mouth
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"Do's & Don'ts" of Telephone Etiquette
"Do" Speak Clearly
"Do" Greet Customers Appropriately
"Do" Ask How You Can Help
"Do" Probe the Customer Appropriately
"Do" Listen to the Caller's Request
"Do" Ask to Place the Caller on Hold
"Don't" Talk with Your Mouth Full
"Don't" Speak too Loudly or Softly
"Don't" Leave the Caller on long/Unnecessary Hold
"Don't" use Slang Words/Jargon/Negative Words
"Don't' Answer the Phone Casually
"Don't’ Blame the Customer

6. CALL OPENING
✓ Warm and professional greeting
✓ Identify yourself
✓ Be enthusiastic
✓ Your voice is your communication tool, hence keep it honed &
polished at all times
✓ A good voice is clear, articulate, courteous & charming
✓ Follow the Company Standardized Greetings
How should you sound when you open your call?
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7. CONVERSING WITH THE CUSTOMER
✓ Be respectful to the customer
✓ Be genuinely polite in your tone. Let the customer “hear” politeness in
your voice
✓ Be patient with your customers and do not sound rude, annoyed or
abrupt
✓ Feel good when you speak with the customer
✓ Show Empathy not Sympathy
✓ Conversing with the customer
➢ Say “Please” when appropriate
➢ Say “Thank You” when the customer spells out his name/The
customer compliments you etc.
✓ Remember to maintain enthusiasm and excitement in your tone
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8. ✓ Follow appropriate hold procedure
✓ Seek Permission
✓ Specify the Duration
✓ Explain the Reason
✓ Wait for the customer’s response
✓ Get back to the customer in the committed time frame
✓ Say “Thank You” when you get back to the customer for being on hold
o “Thank you for being on hold.”
HOLD PROCEDURE
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9. CALL CLOSURE
✓ Summarize what has been discussed
✓ Ask if you can provide further assistance
✓ End on a positive note
✓ e.g. Have a nice day, sir!
✓ While, closing the call:
o Have a pleasant tone and be courteous
o Don’t sound rushed
o Pause at appropriate places
o Follow the Company Standardized Greetings
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10. USEFUL PHRASES
WHEN ON THE PHONE
✓ When Pt give information "Thank you for giving me this
information".
✓ For Hold "May i put you on quick hold to transfer your call to
XYZ".
✓ After Resuming from Hold "Thanks for being hold on the line
Sir/Ma'am".
✓ After Resuming from long Hold "Please accept my apology for
long hold Sir/Ma'am".
✓ If you required information for registration for unlisted or listed
Customer "May I have your information please to complete your
file , when next time you will call us you don't need to go
through this procedure".
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11. USEFUL PHRASES
WHEN ON THE PHONE
✓ "Thank you for your cooperation."
✓ " I am sorry for the inconvenience."
✓ "How may i assist you today Sir/Ma’am."
✓ In case of inconvenience "Please accept my apology for
inconvenience."
✓ Courtesy "Hope you will get better soon."
✓ Courtesy "Thank You for your understanding."
✓ Courtesy "Please stay on line" if you required time to search data
in system
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• The question could be an irrelevant question, but cannot be wrong.
• Only the answer could be wrong
✓ Remember:

13. Prepared By: Laiba Muddassar