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Telephone Etiquette 101
Transcript of Telephone Etiquette 101
Understand the importance of proper telephone etiquette in the workplace.
Describe techniques for properly handling telephone calls in the workplace.
What is Telephone Etiquette?
Telephone Etiquette -
using good manners when handling telephone calls.
Why is Telephone Etiquette Important?
Telephone is one of the quickest ways to communicate at work.
Can save hours/days in communication time.
THE WAY WE COMMUNICATE OVER THE TELEPHONE CAN HELP OR HURT OUR EMPLOYERS.
When Answering Telephone Calls...
Answer ringing telephone immediately.
Greet caller PLEASANTLY and with a smile according to time of day.
Identify yourself, give name of company/department, & establish reason for call.
Example - "Good afternoon, Pasadena High School, Berry Positive speaking. How can I help you?"
When Talking on the Telephone...
Speak directly into telephone receiver.
No eating, drinking, or chewing gum.
Always be courteous and respectful EVEN if it is a wrong number.
Give caller undivided attention.
Put a smile in your voice by using polite phrases.
Vary the tone of your voice.
Talk at a moderate rate.
Understand phone system (be familiar with co. phone directory, how to transfer calls internally, etc.)
Keep a pen/pad handy, in addition to telephone directories and a list of extensions.
When Taking a Message...
time of call
name of caller
name of person who should receive the message; and
the message itself
Clarify spelling of caller's name/company name, if needed.
COPY DOWN MESSAGE EXACTLY.
Pass message to recipient ASAP.
When Placing a Caller On Hold...
Use the Hold button, if available, or carefully lay the handset down on the table.
Tell them why you are doing so.
Ask if they object to it.
Example - "Do you mind if I place you on hold while I obtain the information you requested/connect you to Mr. Lee?"
When Placing Calls...
Plan call in advance.
Know what you want to say and how you want to say it.
Leave your return telephone number if leaving a message.
REPEAT telephone number at end of message.
When Ending Call...
Say "good bye" pleasantly.
If you made the call, thank person for their assistance/cooperation.
If you received the call, you may thank person for calling
Let the caller hang up first.
Replace the receiver gently and securely.
The impressions you make on others will influence the impressions they will have of you and your company.
When Placing a Caller on Hold (Cont'd)
If caller is okay with being placed on hold AND there will be a delay:
Check back with caller every minute until issue resolved OR they decide to try again later.
Thank caller for holding.
Example - "Thank you for holding. I am still working on obtaining the information you requested/connecting you to Mr. Lee."
Use businesslike phrases instead of slang.
Avoid using technical expressions which may confuse the caller.
Be a good listener.
Avoid talking to others while a person is waiting on a line.
Always acknowledge requests.
Show interests by using the caller’s name.
Return calls promptly.
Apologize for any errors or delays.
Other Tips (Cont'd)
Use the telephone for urgent, brief messages that require discussion.
Avoid using the telephone for long, detailed messages, lists of figures, or other complex information.
Be aware of time zones.
When Transferring Calls
Explain to the caller why the call is being transferred and to whom.
Offer to have the party return the call if the caller does not want to be transferred.
Use the correct procedures for transferring calls.
When Answering a Call for Others
Explain co-worker’s absence from the office.
Be tactful and avoid giving me the wrong impression.