Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on the phone. At such times, it becomes imperative to handle the situation tactfully. The choice of words should be soft yet stern and should not at all offend the caller. Active Listening. An important point that office phone etiquette considers is active listening. You should provide undivided attention to your caller with the least possible disturbances.
It gives the impression that you care about the customer and his needs. Appropriate Closing. While bidding goodbye, always thank your customer and ensure that all that he wants to convey is completed. This ensures the customer that your Business is a customer-driven one. Also, try that the customer hangs up the call.
This ensures there are no accidental hang-ups. Let us discuss some of the Business phone etiquette tips:. Try answering the calls in the first two or three rings. This gives the feeling of being valued. The call should start with giving identification of yourself and your Business to avoid any confusion. A positive tone of voice always has a better response back and helps to build a good rapport. A friendly and cheerful body language is always preferred. Always have minimum possible interruptions and distractions when you are on a phone call.
Active listening and taking notes in parallel is beneficial for giving periodic affirmation of understanding the customer. Any customer always prefers a polite and sympathetic honest message. Before placing the call on hold for any reason, seek permission from the caller. Ensure all the requirements and queries of the caller are solved before you appropriately close the call. Some Golden rules for people when they are in a call are-. Answering the Call- How one manages the calls they receive will determine the impression of the brand they represent.
The first words the person speaks will give the caller an idea of how one is. Nobody likes to handle a call with a lazy customer service representative of a company. While attending a Business or work-related call, professionalism must be the priority in mind throughout the call.
Knowing the Business and its guidelines is a crucial aspect of determining any issues the caller might be experiencing. This also leaves the customer with a positive impression. The greeting is key, it sets the tone and style of the whole interaction.
Never put the customer on hold for more than 30 seconds 6. Namaste, Thanks for calling Leonia Holistic Destination. My name is Rahul. How may I Assist You? Words that we use are also important but not as important as Tone in a telephone conversation. Good manners indicate respect for the caller. This is a courtesy statement that serve to introduce and personalizes the customer service experience.
May I please speak with Ms. This prevents the feeling that you may have cut them off intentionally. Express regret for the situation. Always identify yourself at the beginning of all calls. Always speak into the telephone receiver with an even and low tone of voice, high pitch will sound like shouting.
Be sensitive to the tone of your voice Especially when leaving messages, speak clearly and slowly. Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant, theater, training class, or other place.
Do not allow interruptions to occur during conversations. Do not allow yourself to be distracted by other activities while speaking on the telephone. Total views 91, On Slideshare 0. From embeds 0. Number of embeds Downloads 7, Shares 0. Comments 0. Likes You just clipped your first slide! Clipping is a handy way to collect important slides you want to go back to later. Skip carousel. Carousel Previous. Carousel Next. What is Scribd? Explore Ebooks. Bestsellers Editors' Picks All Ebooks.
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Working With Angry Customers. Leader's Guide. Jump to Page. Search inside document. Good morning, thanks for calling the ABC Hotel. My name is XYZ. How may I help you? Tips for Telephone Etiquette Avoid forbidden phrases: I dont know. Youll have to.
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