telephone courtesies
DESCRIPTION
Self Improvement Training ProgrammeTRANSCRIPT
![Page 1: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/1.jpg)
GUIDELINES
Morsy I. M.
1
![Page 2: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/2.jpg)
Your challenge is to make up for all that lost nonverbal communication
by using your voice effectively.
TELEPHONE COURTESY
The key to a successful telephone call is to simply remember that your customer cannot see you.
THE MOMENT YOU ANSWER THE PHONE:You are your company.You are the most important person at work.The telephone has placed you in the front line.Your behaviour throughout the call will be seen as the attitude of the company.You are fully responsible to know various features and correct operating procedures of your telephone system.You have to use "Sir", "Thank You", and "Please", liberally during your conversation.
2
![Page 3: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/3.jpg)
I. The Start (A. STAFF START . . .)
1. Answer All Telephone Calls Promptly & Quickly.Within the first three rings.
2. Start Each Telephone Call Politely and Informatively.
a) A nice welcome phrase: "Good Morning (Good Afternoon)"b) Identify your place of business: "(your) Department & Location"c) Identify yourself: "name and position"d) Offer your help politely: "May I help you, SIR?"
3. Speak Clearly and Pleasantly.Don't be too informal.Always be respectful.
3
![Page 4: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/4.jpg)
4. Smile.It helps your voice to sound sociable.
5. Establish and Use Other Person's Name Early in the Telephone Conversation. If You Don't Know His Name Ask:
"May I know who is calling, please?"6. Get Permission When Using
Speaker Phones."May I put you on the speaker phone, so that
Mr. ... can join us in the conversation?"
THE FIRST IMPRESSION ABOUT THE COMPANY IS BUILD THROUGH THE OPERATOR'S OPENING RESPONSE
4
![Page 5: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/5.jpg)
I. The Start (B. OPERATOR'S START . . .)
1. Answer All Telephone Calls Quickly, Quickly, Quickly, Quickly, . . . WITHIN THE FIRST RING.Start The Call Politely By, A NICE WELCOME PHRASE:
"Good Morning (Good Afternoon)" IDENTIFY YOUR PLACE OF BUSINESS:
"(your) Company name - (your) Division" OFFER YOUR HELP:
"May I help you, SIR?"2. Take Enough Information, That You Can Make
A Right Connection FOLLOW THE CALL UNTIL ANSWERED
5
![Page 6: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/6.jpg)
OPERATOR'S ANSWERGood Morning / Good
Afternoon.Company Name.
May I Help You, Sir.
CAPSULATION
6
![Page 7: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/7.jpg)
II. The Message1. Listen.
a) Resist the temptation to interrupt.b) Record and read back key points.c) Demonstrate that you are listening by making "continuity
noises" such as: "yes", "exactly", "please continue".2. Concentrate.
Give the telephone conversation your undivided attention.3. Be prepared.
a) Be in the right place to take the call.b) Have the right information at hand.c) Have your writing hand free.d) Have a pen and paper ready.
4. If the Customer Asks for A Specific Person Who is Busy, Offer Your Assistance Instead.
7
![Page 8: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/8.jpg)
5. Use HOLD Very Carefully.a) When placing a customer on hold, be sure to explain
the reason, and ask if the customer minds.b) If you put a customer on hold, it is your responsibility
to see that the call is completed.c) Never leave a caller on hold more than 30 seconds.
6. Tactfully Handle Calls at Inconvenient Times.
a) Never rush the caller.It is threatening.
b) Never shout, or raise your voice.It is rude.
8
![Page 9: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/9.jpg)
III. The Close1. Be helpful.
Volunteer help, don't wait to be asked.2. Summarise.
a) Finish by recapping exactly what you are going to do as a result of the telephone conversation.
b) Take any promised action immediately.3. Don't Forget to End the Call Politely.
"Thank You for Calling, Sir."
9
![Page 10: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/10.jpg)
STAFF1. Answer Telephone Quickly.2. Speak Pleasantly.3. Identify Yourself.4. Offer Your Help.5. Liberally Use :
"Sir", "Please", "Thank You"
6. Take Promised Action Now.
CAPSULATION
10
![Page 11: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/11.jpg)
OPERATOR1. Answer Telephone Quickly.2. Speak Pleasantly, Be Welcoming.3. Identify Your Place of Business.4. Offer Your Help.5. Liberally Use :
"Sir", "Please", "Thank You"
CAPSULATION
11
![Page 12: Telephone courtesies](https://reader033.vdocuments.us/reader033/viewer/2022061202/547c9a18b4795998508b4701/html5/thumbnails/12.jpg)
OPERATOR'S ANSWER
Good Morning / Good Afternoon.
Company Name.
May I Help You, Sir.12