Telephone MannersTelephone Manners

“Take a music bath once or twice a week for a few seasons, and you will find that it is to the soul what the water bath is to the body. “ – Oliver Wendell Holmes Jr.

“I cannot stop my riyaz due to paralysis, for only my music has the power to heal me.” – Ustad Bade Ghulam Ali Khan

When you call...When you call...

Always greet people, and identify yourself Hi,/Good morning, I’m… or it’s… here Am I speaking to… Can I speak to?

Your Voice is your First Impression

Check if the other person has the time

When you call…When you call…

On Extensions, checkyou have the right person

Have a Notebook near the phone

Visualise important calls in advance

State your purpose clearly. Stay focussed

Small courtesies make a big difference

When you get a call...When you get a call...

Hello or Good Morning

Answer Quickly, Smile, Identify yourself

Don’t ask, “Who’s that ?”

Taking a colleague’s call… “Thank you for calling. Can I say who

called ?”

While on the phone, don’t...While on the phone, don’t...

…Yawn, gulp, eat, chew gum, smoke

…Talk to someone in the room

…Read a newspaper or a file or watch TV

…Go on and on and on

Wrong NumbersWrong Numbers

If you dial a wrong number, don’t just hang up

When you receive a wrong call…

When a caller mistakes you for someone else…

Don’t react to rudeness.

End politely

When you keep them waiting...When you keep them waiting...

Say, "Excuse me a minute. I have to handle something.”

Or “Can you hold on a minute, I have another call coming in.”

“Can I call you back after a little while ?”

Always Return Calls within 24 hours

Conference CallsConference Calls

Inform expected participants in advance…

All parties involved must, Keep the time free Hold their calls Have relevant information ready Avoid cutting into others’ dialogue

Telephone TipsTelephone Tips

Speaker Phones

Respect people’s privacy at home

Taking messages

Answering machines