find below a training i took on telephone etiquette
you can do the ppt the way that soothes you
21 tips telephone etiquette
Pick the phone, at worst, at the third ring.
Set / have a standard greeting.
Create a dialogue not a monologue.
Speak pleasantly (creating a good rapport).
Smile on phone in order to have a good pleasant voice or tore.
Sound alert and active – let not your voice sound lazy, tired, and rude, board or disinterested.
Use a low pitch tone, high pitch will sound as shouting.
Use a vocal response not dead silence.
Don’t eat, sip a drink, and chew gum while on phone.
Listen very attentively.
Be polite or courteous to all calls irrespective of the circumstances.
Use simple words that the caller will understand. Avoid industrial jargons.
Don’t work or do other things while on phone, the caller can sense your distractions
When transferring calls, whether in coming or out going, identity each party to themselves.
Don’t keep the caller on hold for more than sixty seconds without communicating your effort.
Say ‘thank you’ for holding on. The caller feels appreciated.
Return all calls promptly – if you were not available. When people call and the recipient is not available, ensure you deliver the message.
Treat every call as a first time call.
Treat all calls as customers, all customers as friends.
Your phone should not ring in a meeting; either switch it off or put it on vibration.
When ending your call ensure there are no unfinished business. Let the customer sound pleased ask is there anything else I can do for you.
its me
lola
+234-8037166113
From Nigeria, Ibadan
6you can do the ppt the way that soothes you
21 tips telephone etiquette
Pick the phone, at worst, at the third ring.
Set / have a standard greeting.
Create a dialogue not a monologue.
Speak pleasantly (creating a good rapport).
Smile on phone in order to have a good pleasant voice or tore.
Sound alert and active – let not your voice sound lazy, tired, and rude, board or disinterested.
Use a low pitch tone, high pitch will sound as shouting.
Use a vocal response not dead silence.
Don’t eat, sip a drink, and chew gum while on phone.
Listen very attentively.
Be polite or courteous to all calls irrespective of the circumstances.
Use simple words that the caller will understand. Avoid industrial jargons.
Don’t work or do other things while on phone, the caller can sense your distractions
When transferring calls, whether in coming or out going, identity each party to themselves.
Don’t keep the caller on hold for more than sixty seconds without communicating your effort.
Say ‘thank you’ for holding on. The caller feels appreciated.
Return all calls promptly – if you were not available. When people call and the recipient is not available, ensure you deliver the message.
Treat every call as a first time call.
Treat all calls as customers, all customers as friends.
Your phone should not ring in a meeting; either switch it off or put it on vibration.
When ending your call ensure there are no unfinished business. Let the customer sound pleased ask is there anything else I can do for you.
its me
lola
+234-8037166113
From Nigeria, Ibadan
Hi All!!!
I am a newly joined HR executive for a newly setup restaurant chain.Here I have been given an assignment to make a training module for the service staff(handling calls by the hostess as well as customer complaints) as due to the untrained staff the company is losing lots of revenue.
Can anyone you please mail me any module if you have.It would be very helpful.
Regards
Sandhya
From India, Mumbai
I am a newly joined HR executive for a newly setup restaurant chain.Here I have been given an assignment to make a training module for the service staff(handling calls by the hostess as well as customer complaints) as due to the untrained staff the company is losing lots of revenue.
Can anyone you please mail me any module if you have.It would be very helpful.
Regards
Sandhya
From India, Mumbai
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Telephone Etiquette 2144.doc
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