phone or mobile etiquettes

8/13/2019 Phone or Mobile Etiquettes

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Phone/ Mobile Etiquette


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Fantastic First Impressions

Those first few words with a caller leave a very strong impression, not

only about you, but also about your company

Project your personality well

Make your listener more receptive to what you have to say

Come across as friendly and genuine


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Alertness

Show that you are wide-awake, ready to engage in a conversation

Pleasantness Put a smile in your voice

Naturalness

Use, simple, straightforward language; avoid technical terms/slang

Distinctiveness

Speaks directly into the phone; Use a normal tone of voice, the louder

you are, the louder everyone else becomes

Expressiveness

Talk at a moderate rate and volume, but vary your voice tone


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Using the TelephoneEfficiently and Courteously

The importance of voice and attitude

Observing the rules of telephone courtesy

Exercise Rate Yourself

Be courteous and polite

Avoid any form of conflict or irritability


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Courtesy Words and Phrases

Please and Thank-you

Use the callers name

I am ver sorr

Excuse me

Friendly greetings (Good morning and good-bye)

Youre welcomeI am sorry to keep you waiting

Is there anything else I can do for you


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Barriers to communicationInternal Barriers

The mind can process information faster than most people talk

The mind has a habit of wandering

Preoccupation of the mind

The Moral

Give the caller your undivided attention

Focus on what the caller is saying

Avoid distractions

Do one thing at one time

Maintain objectivity through your call


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Once you jump to conclusions, you close your mind to

other possibilities

Instead of listening, you let your own opinion distort orcolour the callers statements

As a result you dont really hear the customer but a

mixture of the customer and yourself


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TT oneoneMany times it is not what you say, but how you say it

Voice should reflect sincerity, pleasantness, confidence, and interest

UU nderstandingnderstanding

Avoid talking with anything in your mouth (gum, pencil)

RR ateate

Rate of speech should be adapted to personality of contact

Fast talkers can arouse suspicion

Slow talkers can be irritating

EE nunciatenunciate

Clear enunciation will help avoid misunderstanding and need to repeat

yourself


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Dealing with Angry Callers

Be calm and listen patiently

Acknowledge the callers concern

Do not argue or justify why the callers need was not met. Doing so will

make them more aggressive.

Apologize and immediately act to solve the problem.

Remember that these callers are emotional and perseverance is part of

the job.


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Dealing with TalkativeCallers

Do not chat with the caller, stick to business matters as much as you can

Quicken your conversation pace, moving smartly through the line of

questioning. However, be careful of overdoing this

Give short answers and direct the callers attention with a service relatedquestion

Avoid asking any indirect questions. This will minimize the callers

opportunity to stray form the conversational path


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Dealing with Rude Callers

Ignore the unpleasantness or rudeness

Get on with carrying out the service without responding in any unpleasant

way yourself

Offer alternative solutions / assistanceProvide specific and accurate responses to avoid any escalation

Express your concern with the caller that he/ she is speaking in a rude

tone and it is not helping the process


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Dealing with Fault-FindingCallers

Know your job/service and rules extremely well Do not show doubt, pretend or bluff

Do not let the caller break you down or rattle you

Deal firmly and patiently with suspicion one at a time

Do not rush the caller


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Dealing with Hard-to-Understand Callers

Such callers may talk too fats or slow for you to keep track of their ideas.

They may mumble, whisper, mispronounce or misuse words

Use voice modulations and other tactful ways of asking the caller to slowdown, speed up , talk louder or speak softer

Try to help them articulate and support them in the communication

process Assist them by assimilating the message or the reason of their

communication and help them overcome their communicative obstacle


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Dealing with Un co-operative

CallersThese callers may seem uncooperative because they are disorganized or

disorientedThey may require a little more effort and time

Be assertive and professional to match the callers tone without being

pushy

Use your listening and questioning skills to manage the caller

Make an attempt to resolve the situation yourself as such callers have a

predetermined negative opinion about you or an unrealistic expectation thatyou cannot accommodate.

If the customer persists, call for assistance from your supervisor.


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Dealing with Arrogant

CallersHave expert knowledge of the job and service

Resist the urge to put them down or insult them

Praise them for their knowledge

Ensure that you do not sound or appear sarcastic or derogatoryBe emphatic and assess what true cause of the problem is

Dont allow them to ego bash you unnecessarily

Manage their expectations and perceive what they want as an end

outcome


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Courteous Acts

Letting callers know you are eager to help

Make sure callers know they are never an interruption toyou

Listen attentively

Answer promptly

Ask customers if they are satisfied with your service

Keep customers/ clients informed about the status of their

inquiries


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Rules of Telephone Courtesy

Answer calls promptly and return

missed calls

When you leave your desk, arrange for

someone to take your calls

Use expressions of consideration

and respect

Dont chat with a friend who calls

during business hours

Take time to address people by their

names

Be courteous in requests andresponses

wait for their reply.

Do not interrupt a caller

Dont talk with chewing gum, etc.

in your mouth.

If you must cut a call short, ask if

you can call them back


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How to use the telephone more

effectivelyKeep pad and pencil handy at your desk

When you make a call, wait for six orseven rings before hanging up

Speak slowly, enunciate clearly and spell

When you receive a call for

someone who is not in theoffice, make a note and do

not forget to give the person

out words if necessary the note. Never ask a caller to wait

while you get information and

then stay away so long theyhang up.

Keep short summaries of

important incoming calls


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Placing and Receiving Calls

Maintain a pleasing tone of voice.When someone answers your call, identify

yourself immediately.

Your own telephone Goodmorning. ,

Ask pleasantly for the person you want if

that person did not answer the phone.

speaking. Another persons telephone:

Mr. Xs office.

speaking.


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How to find out who is calling. A

polite way of asking is May I ask who

is calling?

Never transfer a call if you can

take care of it yourself. Offer to transfer the person

calling to someone who can take

care of the call.

Minimize caller annoyance by

avoiding errors in the call transfer

process.


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Voice Message Etiquette

Define the purpose of leaving behind a message

Avoid rambling and be precise

Express urgency or criticality with timelines, if required

You need to speak clearly and use a pleasant tone, projecting a


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Cell Phones

Never take a personal mobile call during a business meeting

Tell callers when youre on a cell phone so they can anticipate

disconnections.

Dont use loud or annoying ring tones

Activate your voice messaging service


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Dos and Donts

Dos Don'ts

Smile (they really can hear it!) Frown

Speak clearly and concisely Mutter

Be EnthusiasticSound Tired

Lower the pitch of your voice Speak in a shrill voice

Talk in a positive mood Speak negatively

Listen/discuss Ramble


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Before ending the call,

alwaysMake sure you answered all the callers questions

Always end with a pleasantry:

Feel free to call us anytime

It was a pleasure talking to you

I enjoyed talking with youWhen can we connect again?

If you have any additional questions please call me

Have a nice dayIt was nice speaking with you

Let the caller hang up first


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Thank you

phone or mobile etiquettes

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