By: Saurabh S Sawhney

OFFICE

MOBILE

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.

OBJECTIVEVE

AT THE END OF THE TRAINING, STAFF WILL BE ABLE TO;

• Use effective call greetings as a caller and a receiver.• Project the company in a positive manner.• Practice good telephone techniques and telephone manners.• Use appropriate language during telephone conversations.• Speak with an effective telephone voice.• Use an effective approach to handle special telephone tasks

like call transfers, taking messages, call holds, interruptions, and unintentional disconnects.

• Manage difficult calls.

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

2. Greet the caller, e.g. “Namaste”. Good manners shows you respect the caller.

3. 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.

Answering the Telephone

4. 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.

5. The greeting is key, it sets the tone and style of the whole interaction.

6. Never put the customer on hold for more than 30 seconds

Answering the Telephone

Namaste, Thanks for

calling Leonia Holistic

Destination. My name is

Rahul. How may I Assist

You?”

PHASES OF PROFESSIONAL CALL

Phase 5 - Close the call (Summarize)

Phase 4 - Provide Solutions, Alternatives or Information

Phase 3 - Collecting/ Verifying of Information (Paraphrase)

Phase 2 - Building Rapport & Identifying Need (Question)

Phase 1 - Opening the Call (Greeting & Introduction)

Telephone Etiquette

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.

Tone of Voice

86%

Words 14%

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

PHONE CALL IMPRESSION

ENDING A CALL

DIFFERENT PHONE CALL SITUATIONS

ANSWERING CALLS CALLS

BEFORE ANSWERING A CALL, BE PREPARED;

•Have a pen, pencil and notepad ready.•Have your computer on.•Ensure no noise at the background.

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, for example ” Leo Juventa, This is Rahul”. 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, for example “Leo Juventa, This is Rahul, How may I assist you?” Asking to help tells the customer you are there to serve and solve his/her

Focus your attention on the caller.

WHILE ANSWERING A CALL:

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.

PLACING CALLS CALLS

PLACING CALLSIN PLACING THE CALL:

• State your name along with the name of the person you are calling. Example: “Namaste, This is Rahul from Leo Juventa. May I please speak with Ms. Lisa?”

• Ask the caller if it is convenient to talk.• State your business as politely and clear as possible.• Use the clients name during the conversation.• Insist on calling back if the connection is faulty.

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.

ENDING CALLS CALLS

TRANSFER CA

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.

• If the caller complains about being transferred, suggest having the call returned instead.

• Give the new party any helpful information before completing the transfer.

• Never transfer a caller more than two times. • Know the transfer instructions for the telephone system so that you

do not cut off your caller!

TRANSFERRING CALLSALLSThan

k You

• 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.

PLACING A CALL ON HOLD

ANSWERING MULTIPLE CALLSALLS

• 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.

TAKING MESSAGES• Write a message, even if the caller indicates they will

call back.• Include the time and date.• Write legibly.• Verify the caller’s name and phone number by

repeating the information.• Include as much information as possible to help the

message recipient return the call.• Sign or initial the message slip and deliver the

message promptly.

TAKING MESSAGESALLS

SOMEONE CALLS YOU BY MISTAKE• Inform the caller politely that he/she

reached a wrong number.• Suggest that the caller recheck the

number and dial again.• If the caller is trying to reach a

destination that you are familiar with or have an idea about, do your best to find the number and assist the caller in transferring the call.

ANSWERING A WRONG NUMBER CALLALLS

HANDLING COMPLAINTS AND ANGRY Angry Customers: Continued…

• Do not allow yourself to get angry when a guest shouts.

• Empathize. Express regret for the situation.

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

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

PHONE ETIQUETTE TIPS

8 TELEPHONE ETIQUETTES

1. Think through exactly what you plan to say and discuss BEFORE you place a call.

2. Always identify yourself at the beginning of all calls.

3. Always speak into the telephone receiver with an even and low tone of voice, high pitch will sound like shouting.

4. Be sensitive to the tone of your voice

5. Especially when leaving messages, speak clearly and slowly.

6. Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant, theater, training class, or other place.

7. Do not allow interruptions to occur during conversations.

8. Do not allow yourself to be distracted by other activities while speaking on the telephone.

• 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

GENERAL PHONE ETIQUETTE TIPS

• Avoid slangs• Don’t eat, sip a drink, and chew gum

while on phone.• Listen very attentively.• When transferring calls, whether in

coming or out going, introduce both party to each other.

• Don’t keep the caller on hold for more than sixty seconds without communicating your effort.

• When ending your call ensure there are no unfinished business.

ACCEPTABLE PHRASES

UNACCEPTABLE PHRASES

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”.

1. ”You will have to wait”2. “Yeah”.3. “I do not know”4. “No, we cant”.

HAPPY CALLING