Telephone

Etiquettes
 Over view
As you have manners when you speak with anyone in person & the
way you behave when you are with your friends, family or relatives.
Similarly there are certain rules and guidelines of how you speak
over the phone
These guidelines will help you interact well with your customers &
Improve customer satisfaction level
It also helps the CSRs to build a good rapport with the Customer
The organizations whose customer service department or technical
support department follow the basic rules or guidelines can improve
their Sales & can survive in the industry
A Organizations who wants to improve Customer Satisfaction need
to implement these guidelines on the Concerned departments
Communication skill is being known as a rich source
to make a person famous and success.
Telephone etiquettes is to be observed and followed
carefully.
You are communicating your view and ideas to other
through telephone.
The listener not only listening your words but also
listens your heart.
You may fail not because of lack of ability or
intellectual but due to lack of desire, discipline,
dedication and direction.
 Basic Telephone Etiquettes

A warm, helpful, professional and friendly voice on the

phone can build customer loyalty, or if missing, drive them
to a competitor.

Extend the common courtesies to your callers and create a

reputation of legendary service to keep your customers
coming back.
These tips will show you how paying attention to detail may
make a big difference in others impressions of you....both
personally and professionally.
Step 1: GREET
A warm, friendly, professional greeting including company names, dept
name (if appropriate) and the person’s name who answers the call.

It is suggested that the greeting end with a helpful statement that assures
the caller you are willing to help.

Ex: TV Origin , this is John, how may I assist you?

Step 2: LISTEN
One of the most important techniques in telephone etiquette is to actively
listen to the customer. Listen for both the content as well as the intent.

Usually the customer tells you both in his/her opening statement. By

listening actively to the customer’s opening comments, you can then
RESPOND with a statement that assures the customer you HEARD
Example:

Customer: This is Mary Smith and I would like to speak with

someone to arrange for an estimate on STB shifting and
charges if any .
I just moved into my home here in Florida.

Service Provider: Yes, we can arrange for an estimate for

you. I will be connecting you with Bob Jones in our Sales
Department.
Will you please stay on the line while I
connect your call?
Step3: EMPATHIZE

In other words, walk a mile in your customer’s shoes.

If the customer states: I don’t want to wait for Bob Jones, I’m on my
lunch hour and very busy, besides, this is my 2nd call and no one
answered in the sales department. Don’t you want my business?

Pause for a moment to be empathetic and response: Yes, we do want to

serve you, Ms Smith and I apologize for the inconvenience.

Since you are on a lunch hour, I will find someone to speak with you
immediately, or I will be happy to have your call returned this evening
to your home. Which works best for you?
Step4: PROBE
Although probing is not a technique that may come naturally to
everyone, it is a required skills for anyone serving customers over the
phone.

Keep it simple and remember the basic open questions …

Who… What… When… Where… How.

I have found the phrase: Tell me more about…works miracles when

trying to discover information.
Example:

If the customer is unwilling to wait any longer, then

offer to have the sales rep return the call at a time
that is most convenient for the CUSTOMER.

Make the commitment, and follow up with the

Sales rep to insure the commitment is met. If not,
your company just lost credibility and possible
additional referrals!
Step5: COMMON COURTESIES

Ask permission to place a caller on hold and get the

caller’s attention when you return. Most of us can
remember all too clearly a time when we were placed
on eternal hold and wondered if we had been
forgotten.

A simple rule to remember: call the customer by

name when you return to the line and wait for her to
respond, then continue.
Example: May I put your call on hold while I pull a copy of
the invoice?

To gain the customer’s attention when you return to the line,

call the customer by name and wait for her response.

Ex: Mrs. Smith? (Pause for her to respond)...Thank you for

waiting, I do have the invoice information for you.

TIP: if you know the wait time will be a few minutes, tell the
customer before you leave the line. You will save on customer
irritation and possible repeat calls. To the bottom line of a
business, you could lose revenue and productivity.
Step 6: AVOID COMPANY JARGON & RULES

All companies have their own set of rules and terminology.

These can sometimes be perceived as hot buttons for some

customers as most of us do not want to hear quotes about
what you can and cannot do from the company manual.

Nor do customers want to hear your refer to a simple order

as FORM 1979-M.
Step 7: OFFER SOLUTIONS/ALTERNATIVES

If you know you can’t do what the customer is

asking, just tell him/her what you CAN do.

There are usually alternatives that a customer will be

willing to accept, IF you just take time to offer!
Step 8: TONE
Since you are not face-to-face, the most important measure of good
communication in this case is voice quality and tone.

Keep it positive and enthusiastic. Remember, the image the customer

has of the person who is answering your company’s phone is the
image the customer has of YOUR COMPANY.

Is it flat, monotone or upbeat and perky? Is it abrupt, indifferent or

polite and empathetic?

You want to hire NICE people to answer your phone who will be
NICE to your customers.
Step 9: APPRECIATION

Before the caller hangs up, make sure your

customer service associate has expressed sincere
gratitude for the customer’s patronage.

Example:

Thank you for choosing ABC. We appreciate your

business, Ms. Smith
10. GO THE DISTANCE

Run an extra mile for every customer – every time!

Take time to extend yourself in some way to make a positive, lasting
impression on the customer.
Maybe when you pull the invoice, you notice that she has been a loyal
customer for 6 years… or perhaps she just moved to a new location.
Offer to send address change cards, or send a thank you card in the
mail for her loyalty.
Be your company’s ambassador and watch your company flourish.

Providing exceptional telephone service is nothing more than

following “the Golden Rule” what we all learned as a
child.
Before You Answer

Turn away from your computer, desk or other work

Have Pens, Pencils and notepaper handy

Answering the Phone

Attend the call promptly, by the second or third ring

Greet the caller and identify your company/department
Smile as you pick up the phone
Ask “How may I help you?”
Assume your “telephone” voice, controlling your volume and speed
Project a tone that is enthusiastic, natural, attentive and respectful
During Conversation
Focus your entire attention on the caller
Articulate Clearly. Speak distinctly
Use Plain English and avoid unnecessary jargon
and acronyms
Use action specific words and directions
Use the caller’s name during the conversation
Always speak calmly and choose your words
naturally
Be a active listener and use reflective/active
listening to clarify for understanding
Avoid the Forbidden Phrases
 “That’s a good question. Let
 “I don’t know” me check and find out”

 “I/We can’t do that”  “That’s a tough one. Let me see

what I can do “

 “You’ll have to”  “Say that what you need to do”

 “Just a Second”  “It may take few minutes to get

that information, please may I
place you on hold for a minute
 “No”
 Eliminate it at the start of a
sentence
Always follow LEAPS Principle
The LEAPS Principle

Listen

Empathize

Apologize

Positive

Solve
Transferring the Call

Transfer only when necessary

Explain why you are “transferring” the call

Give the caller the person’s name and direct

number

Stay on the line and introduce the caller

Taking Messages
Identify yourself and for whom you are
answering the phone
Practice political sensitivity
Indicate the period of time the person will be
unavailable
Write down the important information like the
name of caller; call back number and the message
Always assure the person that you will deliver
the message promptly
Deliver the message in a timely fashion
Respect Others' Time
When Placing a call, after identifying yourself, do you ask "Do you have
a Minute?“

or "Is this a good time to reach your?" before explaining the reason for
your call?

Holding Procedure
Ask Rather Than Just Place Someone On Hold
Interestingly enough, most people don’t mind holding for information as much
as for a person. why?
Because most of the time the caller gets what he or she called for
When someone is calling for information , the best technique is

Ask of the caller is “able to hold,” give a visual clue of what you’ll be
doing to help while you are gone

You usually get immediate positive feedback

After placing someone on hold and returning to the line, say "Thanks for
waiting" rather than "I'm back.“

When screening calls, do you ask "Who's calling, please?" rather than
"Who is this?"
Example:
Customer: I need to find out about my last payment
CSR: “Fine . If you’re able to hold. I can get you that information, but II
need to check the computer. Are you able to hold?”
Then wait for a response. Caller greatly appreciate this technique
Returning to a caller on hold
When you return to the phone, tell the caller,
“Thanks you for holding” first, then
“I have the information you need.”
It is only fair, after you have asked if they are able to hold, that you thank
him or her for holding.
You would be amazed how people don’t thank a caller for holding
Make sure you speak clearly and are smiling as you answer the phone;
also identify yourself.

Before placing a caller on hold, ask their permission first and thank
them.

It is better to return a call than to keep someone on hold too long. If the
phone rings back to you, you've kept them on hold too long.

Do not forget to return the call as you promised.

Do not permit the phone to ring into the office more than three times.

Always use a pleasant, congenial and friendly tone.

Never interrupt the person while he/she is talking to you.

 Ground Rules
Never engage in an argument with a caller.

Do not make it a habit of receiving personal calls at work.

Do not answer the phone if you are eating or chewing gum.

Do not give the impression that you are rushed. It is better to return the
call when you can give the person the time they need to handle the reason
for their call.

Learn how to handle several callers simultaneously with ease and grace.

Return calls promptly that have been left on voice mail and answering
machine

Always get the best number (and an alternate) and the best time to have
a call returned to the caller, especially if a manager or another team
member must return the call.
Do not ever leave a message with someone else or on an answering machines
or voice mail regarding details of a delinquent account. Instead, leave a message
asking the person to call the "Accounting Department."

Always make collection calls in private and away from the patient flow or
public areas.

If possible, provide a telephone for patients/customers/clients to use. An area

providing privacy is preferred.

Do not call a patient, customer or client's home before 8:00AM or after
9:00PM, unless they've given you permission to do so.

When hanging up the phone, make sure the caller or person called hangs up
first if the phone is slammed on the receiver. Otherwise, always hang up the
phone, gently.
NEVER
Eat, drink or chew gum while on the
phone
Place the caller on hold
Check back with the caller frequently

ALWAYS  SMILE 
 Thank You

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