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Business Teleconnect Etiquette -- R. NEENA RAJDEV

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Happening on smart phones?

• Answering

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Should the shops have this display for phones?

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Instant Hiring ?

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Do You follow these strategies?

• Answering the phone before the third ring.• Answering calls and return missed calls

within 24 hours.• Always identifying yourself when placing a

call. • Keeping conversation brief, but not to the

point of curtness.• Addressing people by their names and

titles, as appropriate. • Placing a call on hold, if necessary, rather

than leaving a phone with an open line. • Responding promptly to all requests as

appropriate..

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Continue

• Listening ?. Or interrupting a caller or become impatient.

• Talking without food or chewing gum in your mouth.

• Responding courteously to requests and responses.

• Always letting the customer know when you will return the call. This must never exceed one day.

• When you have finished saying “Thank you, Mr. or Ms. ____. Goodbye.”

• Letting the caller hang up first.

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Placing A Call

1. Know the name of the person you want

to reach and how to pronounce it.

2. Verify the phone number before calling.

3. Keep frequently called numbers handy.

4. Ask the caller if it is convenient to talk.

5. Insist on calling back if the connection is

faulty.

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Choice of Words

1. Avoid crude expressions.

2. Reply with a distinct “yes,” rather than

“yeah.”

3. Show respect with simple comments and

responses such as “Thank you,” “ I appreciate

your help,” and “Please.”

4. Avoid responding with non-words noises, such

as “ah,” “uh-huh” or “ummm.”

5. Speak slowly and pronounce words clearly.

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Placing Calls on Hold

1. Ask permission before placing a caller on hold.

2. Return to the line periodically.

3. Ask callers if they want to continue holding.

4. Indicate how long the delay could be.

5. Offer to call the person back if the wait will be long.

6. Never leave a customer on hold for longer than one

minute.

7. Be courteous, respectful and professional.

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Answering Multiple Incoming Calls

1. Place the first call on hold.

2. Answer the next call.

3. Complete the second call only if it can be

handled quickly. ( professional V/s personal

calls)

4. Return to the initial call promptly.

5. Provide quality service that meets or exceeds

the customer’s expectations.

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Transferring Calls

1. Transfer calls only if you are unable to help the caller.

2. Ask permission to transfer calls.

3. Give names and complete telephone numbers to the

caller in case the call is disconnected.

4. If the caller complains about being transferred,

suggest having the call returned instead.

5. Give the new party any helpful information before

completing the transfer.

6. Never transfer a caller more than two times.

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Cutting Calls Short

• Give a short, sincere explanation for

ending the telephone conversation.

– For example, “I’m sorry to cut this short, but I

have a visitor waiting to see me.”

• Make plans to get back with the caller if

necessary.

– Example: “We have a staff meeting in five

minutes. May I call you back?”

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Taking Messages

1. Write a message, even if the caller indicates

they will call back.

2. Include the time and date. Write legibly.

3. Verify the caller’s name and phone number by

repeating the information.

4. Include as much information as possible to

help the message recipient return the call.

5. Sign or initial the message slip and deliver the

message promptly.

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You Call The Wrong Number

If you place a call and reach what appears to be

a wrong number, immediately check the

telephone number.

For example:

1. “I beg your pardon, but is this XXXXXXXXX

number?”

2. If it is evident that some error was made,

express regret, even if you were not

responsible.

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Someone Calls You by Mistake

1. Inform the caller politely that he/she reached

a wrong number.

2. Suggest that the caller recheck the number

and dial again.

3. If the caller is trying to reach a County

employee or department, do your best to find

the number and assist the caller in

transferring the call.

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Screening Calls

1. Avoid giving the impression that calls are

being screened.

2. Do not ask the caller’s name before saying the

requested party is unavailable.

3. Ask if the call can be returned.

4. Use judgment in determining whether the

supervisor needs to talk to every important

person.

5. Transfer a call if it is an emergency.

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Handling Complaints and Angry Callers

1. Listen to the complaint, investigate and act to resolve the issue.

2. Avoid interrupting until the entire complaint has been stated.

3. Do not allow yourself to get angry.4. If the caller is angry, pause before you respond.

Then respond politely.5. If the caller is extremely angry, ask if you can call

back.6. If the caller refuses, ask if you can have few

minutes to collect needed information. This additional time may allow the caller to calm down.

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Handling Complaints and Angry Callers

Continued… 1. Never put an angry caller on hold. This may

make them more angry. 2. Empathize. Express regret for the situation.

For example: “I’m sorry for the inconvenience.”

3. Find a way to agree with their circumstances.

For example: “I understand what you are going through. I’d be upset too if that happened to me.”

4. Suggest alternatives for handling the problem that you have the authority and take responsibility for providing answers to the customer.

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Something to Remember

A person may forget what you say,

A person may forget what you do,

But, a person will not forget how

you made them feel…

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Practical session – 20 minutes

1. Office policy on Telephones.2. Cases – do’s and don’t’s 3. Client calls4. Internal – office mobile calls5. Personal calls6. Meeting while commuting7. Mute and speaker mode – when and where?8. Addressing the conference call.9. Questions and answer on conf. call.10.Other query

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Thank You!