Phone Communication Etiquette Group 6

What is Etiquette??

• Etiquette is the set of rulers or costumes that control accepted behavior

• Etiquette is the art of being rude and disrespectful to others in social situations

• Etiquette is the set of rules or customs that control accepted behavior in particular social groups or social situations

• Etiquette is a set of overly strict and outdated rules that are unnecessary and impractical to follow in modern society

Which of the following is NOT an example of Phone Communication Etiquette (PCE)??

• Answering phone calls with a professional greeting

• End the call when you feel annoyed with the caller's repetitive requests

• Speak clearly and concisely

• Minimize background noise during phone calls

Which of the following is a professional way to greet caller?

• “Salam & good morning. Welcome to ABC Company. How may I assist you?”

• “What do you want?"

• “Hi”

• “Yo hello wazzep my brother! How are ya doin'?”

During a phone call, the customer is frustrated and aggressive. They raise their voice and use offensive language. What should be done in this situation?

• “I understand your frustration & apologies for the inconvenience. let's work together to find a solution”

• Raise your voice back at them

• End the call. Settled.

• “Since you're so frustrated, why don't you go find the solution yourself?”

You're handling a call from a customer who is repeatedly interrupting you. What should be done in this situation?

• Raise your voice to keep them quiet

• End the call.

• Interrupt them and tell them to shut up

• Politely ask them if you can finish your point before they respond

It is appropriate to use slang or informal language when speaking on the phone. True or false?

• True!

• False!

It is acceptable to multitask or use other devices while on a phone call. True or false?

• True!

• False!

It is VERY important to use proper grammar and pronunciation on the phone. True or false?

• True!

• False!

Why is it important to use a professional tone on phone calls?

• To make you look cool

• Helps to destroy relationships and trust with the person on the other end of the line

• Helps to make us unapproachable :D

• Helps to build credibility and trust with the person on the phone

Why is it important to listen carefully and attentively during phone calls?

• To show how romantic you are

• To make the caller speak loudly

• To show respect to the caller and avoid misinformation

• To show justice to the caller and avoid misunderstanding