The Business Telephone Etiquette

Front

What are the objectives of the Business Telephone course?

Back

1. Identify techniques for improving telephone and voicemail effectiveness. 2. Define Telephone Etiquette. 3. Outline the Do’s and Don’ts of Telephone Etiquette. 4. State the 7 P’s of Telephone Etiquette. 5. List the benefits/importance of Telephone Etiquette. 6. Understand the negative impact of improper use of Telephone Techniques.

Front

What is Telephone Etiquette?

Back

Telephone etiquette is a fundamental part of customer service, involving respectful communication, consideration for the other person’s needs, and presenting oneself politely and professionally over the phone.

Front

List the Do’s of Telephone Etiquette.

Back

1. Answer the call within three rings. 2. Immediately introduce yourself and the company. 3. Be mindful of your tone. 4. Speak clearly. 5. Actively listen, ask questions, and take notes. 6. Use proper language. 7. Be eager, considerate, and courteous. 8. Ask before putting someone on hold or transferring a call.

Front

List the Don’ts of Telephone Etiquette.

Back

1. Leave the caller on hold for long. 2. Interrupt callers when they are speaking. 3. Breathe loudly into the mouthpiece. 4. Answer the phone while eating or drinking. 5. Forget to return calls as promised. 6. Shout or whisper. 7. Make up information if you can't answer a query.

Front

What are some general reminders for effective telephone communication?

Back

1. Use frequent verbal responses to show you’re listening. 2. Slightly increase your volume to convey confidence. 3. Avoid speaking in a monotone; vary your pitch. 4. Slow down when conversing with non-native speakers. 5. Stay focused on the call.

Front

What should you do before placing a call?

Back

Be ready before you call to avoid wasting the other person’s time, minimize distractions, identify yourself and your organization, and verify that it’s a good time to talk.

Front

What is the proper way to receive calls?

Back

1. Answer promptly and with a smile. 2. Identify yourself and your company. 3. Establish the caller's needs. 4. Answer questions efficiently or explain what you can do if you can't help. 5. If forwarding a call, explain what you are doing.

Front

What are the guidelines for using voicemail?

Back

1. Keep your outgoing message brief and professional. 2. Record temporary greetings when unavailable. 3. Check messages regularly and return calls within 24 hours. 4. State your name and number slowly. 5. Be cautious about what you say.

Front

What are the benefits of Telephone Etiquette?

Back

1. Builds reputation and customer loyalty. 2. Provides a competitive advantage, increasing market share. 3. Promotes effective communication.

Front

What are the negative impacts of improper use of Telephone Techniques?

Back

1. Significant decrease in customer loyalty. 2. Bad reputation. 3. High recovery costs. 4. Increased conflicts among employees. 5. Low levels of productivity. 6. Profit loss.