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Video Clip Wh en I Call You

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Handling Telephone Calls

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ETIQUETTE

The practices and forms prescribed by social

convention or by authority.

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WHY IS TEL EPHONE ETIQUETTEIMPORTANT?

The objectives of the call is met

Customers are happy withinteraction

Positive image is formed

Shows professionalism

Companys reputation is enhanced

There is positive word of mouth

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PRE CA L L PREPA RATION

Before the call

Feel good about your work

Smile

Have a positive attitude

Make sure that the telephone isplaced correctly

Organize your desk that you havethe following handy namely a pen, apaper pad,a glass of water.

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CA L L OPENING

Your Voice is your Company!

The first impression a customer gets of yourcompany, is the first 15 seconds of yourconversation with the customer.

Your voice is your communication tool, hencekeep it honed & polished at all times

Voice will always convey your body language

A good voice is clear, articulate, courteous &charming

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CA L L OPENING

Warm and professional greeting Identify yourself

Be enthusiastic

How should you sound when you open your call?

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CONVERSING WITH THE CUSTOMER

Be respectful to the customer

Be genuinely polite in your tone. Let thecustomer hear politeness in your voice

Be patient with your customers and do not soundrude, annoyed or abrupt

Feel good when you speak with the customer

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CONVERSING WITH THE CUSTOMER

Conversing with the customer

Say Please when appropriate

Say May I or Could You instead of Can I

Remember to maintain enthusiasm andexcitement in your tone

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CONVERSING WITH THE CUSTOMER

Say Thank You when...

You get back to the customer for being on

holdThank you for being on hold.

The customer spells out his name

The customer compliments you

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Follow appropriate hold procedure

Seek Permission

Specify the Duration

Explain the Reason

Wait for the customers response

Get back to the customer in the committed timeframe

HOL D PROCEDURE

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CALL CLOSURE

Summarize what has been discussed

Ask if you can provide further assistance

End on a positive notee.g. Have a nice day, sir!

While, closing the call:

Have a pleasant tone and be courteous Dont sound rushed

Pause at appropriate places

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USEFUL PHRASES

WHEN ON THE PHONE

Could you ask her to call me back, please?

Could you give him a message, please.

What time do you expect her back?

Ill call again later today.

Thanks very much for your help.

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USEFUL PHRASES

WHEN ON THE PHONE

Speaking

Im afraid hes in a meeting/not in the office/still at lunch/notavailable just now. Is there anything I can do for you?

Hold on a moment, please.

Ill just find out if shes back yet/in the other office/available.

Ill put you through to Miss

Ill ask to call you back as soon as she is free. Whats your extension number/fax number?

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Th ank Yo u ....