1. TELEPHONE ETIQUETTEPresented by:-ROSHNI KAPOOR (6942)

2. Etiquette is acode ofbehaviour thatdelineates expectations for socialbehaviour according tocontemporary conventionalnorms within asociety, socialclass, or group. 3. TELEPHONEETIQUETTE 4. THE ESSENCE OF DEALING WITHPEOPLE POLITELYAND EFFICIENTLYOVER THE PHONE CAN BE BOILEDDOWN TOTELEPHONE ETIQUETTE 5. Different etiquette withdifferent people 6. BASICTELEPHONEETTIQUETTE 7. Pre-calling Guidelines Before the call always have apurpose in your mind Answers call promptly-within threerings Before picking up the receiverdiscontinue any other Conversation or activity such aschew gum or typing etc should bestopped Keep a note pad and pen at yourdesk Phone calls generally should not bemade before 7:00 in the morningor after 9:30/10:00 at night. Try toavoid mealtimes. 8. WELCOME- the GRAND opening 9. ANSWERING THE TELEPHONE Call should be receive in 3 rings. Greet the person. Introduction of yourself. How can I help you?Greeting is the key , sets the tone and style of wholeinteraction. 10. Inanswering the call 11. Smileas you pick up the phone.Use your telephone voice, controlling your volume and speed.Project a tone that is enthusiastic , natural, attentive and respectful. 12. In the course of conversation:- Focus your attention on the whom you are talking. Speak distinctly Avoid jargon and acronyms. Always speak calmly and choose your words naturally. Avoid forbidden phrases : NO,I DONT KNOW etc. 13. Outgoing calls Turn off television Introduce yourself. Greet Be friendly, dont waste time, get to the point of call. Listen actively what the other party said. Ask for permission before placing someone on speaker. If dialed any wrong number then apologize. 14. The person who is talking to you on phone forms aPICTURE of you in mind. 15. OTHER TELEPHONE ETIQUETTE Never interrupt the person while he/she istalking to you. Do not make it a habit of receiving personalcalls at work. When leaving a phone message, alwaysstate your name, company, phone numberand reason for calling. Do not stammer orstutter and use up an unreasonable amountof time. Dont keep the call on hold for more than 60seconds and say thanks for holding call too.Use common sense 16. ITs NOT WHAT YOUSAY THAT COUNTS ,ITs WHAT THEY HEAR.. 17. Wouldnt it be a better world if we alltreated each other the way we wish to betreated? When youre on the telephonewith a customer, you should treat thecaller with the same dignity and respectyou extend to the owner of yourcompany. 18. Cell phoneetiquette 19. Cell phone etiquetteinvolves commoncourtesy when using acell phone in public,designed to makepublic places moreDont talk loudly in enjoyable for all.public placeLights Out, Phone Off.Observe the 10-footProximity Rule.Use Common Sense.Keep It Short.