Phone Etiquette

The Basics:Telephone Etiquette

Objectives:

At the end of this session, learners will be able to:

• Identify the do's and don'ts when interacting with customers over the phone

• Explain the importance of these etiquette

• Demonstrate understanding through CYK activity

Open Ended

What is your understanding of Telephone Etiquette?

Telephone Etiquette

This means proper way or manner of interacting with someone over the phone.

Just like every other situation in life, phone interaction adheres to unspoken social norms and principles.

Open Ended

Why do you think telephone etiquette is important?

1. Be Prepared

Customers need help or answers. Ensure that you are ready when interacting with them.

Some of the things that you can do to be prepared:
• wake up early, take your breakfast, come to work early
• tools and resources are ready before taking calls
• tidy up station to avoid distractions
• check for any policy updates, news, etc. that can potentially affect the customers

Open Ended

What is one thing you can do to be prepared in interacting with the customers?

2. Be Professional

• Create a positive tone by opening the call in a friendly, genuine manner

• Speak clearly and in your normal tone of voice

• Use the customer's name when talking to them - avoid saying ma'am, sir, mate, buddy, etc.

• Do not eat while talking on the phone

• When necessary, put the call on hold properly (Permission, Duration, Reason)

• Appreciate the caller for taking the time to call and say good bye when ending the call

3. Be Present

Use Active listening - let the customer know that you care by acknowledging their concern, empathising and reassuring them
Engage the customer by:
• respond to the customer's emotion appropriately
• paraphrase when necessary
• ask relevant questions
• provide correct resolution

4. Be Proactive

• Do the hard work for the customer
• If necessary, do a warm transfer instead of cold transfer
• Ask the customer if there is anything else before ending the call
• Recap/summarise what you have covered on the call and ensure to answer all of their questions
• Provide any self-service option that may help them with their future concerns

• Dr. Maya Angelou

" People will soon forget what you said. They will NEVER forget how you made them feel." 

Open Ended

What questions do you have?

Summary

We were able to:

• Identify the do's and don'ts when interacting with customers over the phone

• Explain the importance of these etiquette

• Demonstrate understanding through CYK activity

Multiple Choice

Greeting the customer and saying thank you are examples of being:

• Polite

• Sarcastic

• Egoistic

Open Ended

What is your key takeaway from our discussion?

Thank you!