Telephone Etiquette

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Master the Art of Telephone Etiquettes, Clear
your Doubts Instantly Achieve Prosperity
Your First Step Towards Success, Prosperity and
Happiness
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I will guide you to change your mindset and clear
all negative beliefs and receive or download new
positive mindset and see the transformation in
you towards Telephone Etiquette.
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Hi I am Mukesh Sharma, Im here to provide you
North Americas' Top course on Telephone
Etiquettes where entrepreneurs like you will
benefit worldwide.
Dean of MaximizeSuccessAcademy.com
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By the end of this program you will be empowered
and will succeed in everything you do, like never
before.
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Lets Get Started

• In this growing electronic age, we often forget
  how important it can be to have simple telephone
  etiquette.

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• Communication, the human connection, is the key
  to personal and career success.
• Paul J. Meyer

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The Aspects of Phone Etiquette

• First steps to gaining or improving a persons
  phone etiquette is to know the different aspects
  of it -
• Using Phrasing
• Tone of Voice
• Speaking Clearly
• Listening to the Caller Carefully

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Using Proper Phone Language

• Telephone language is different than our everyday
  language and can take some time to get used to
  its flow. But with the right tools, it can be
  easy to adapt in no time.
• Use Please and Thank You
• Eliminate Slang
• Avoid Using the Term You
• Emphasize What You Can Do, Not What You Cant

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Eliminate Phone Distractions

• If you let these distractions hinder our
  telephone etiquette, it will cause us to sound
  unprepared and unprofessional.
• Avoid Eating or Drinking
• Minimize Multi-Tasking
• Remove Office Distractions
• Do Not Let Others Interrupt You

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Handling Inbound Calls

• Knowing the right tools, such as a proper
  greeting and key phrases, can help the telephone
  operator through any situation.
• Avoid Long Greeting Messages
• Introduce Yourself
• Focus on Their Needs
• Be Patient

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Making Outbound Calls

• Using helpful techniques, the caller will have no
  problems picking up the phone and dialing a
  number.
• Be Prepared With Information
• Identify Yourself and Your Company
• Give Them the Reason for the Call
• Keep Caller Information Private

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Handling Irate Callers

• How the operator responds can be the difference
  between saving and losing that customer.
• Stay Calm
• Listen to Their Needs
• Never Interrupt While Speaking
• Identify What You Can Do for Them

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Handling Interoffice Calls

• Transferring Calls - Tell the caller why they are
  being transferred
• While Placing Callers on Hold- In order to assure
  the caller that you are there to help them, you
  must take precautions when placing them on hold.
• Taking Messages- Ensure you have all the
  information you need to handover the concerned
  person before disconnecting with the caller.
• Ensure Conversation Is Over - Always end with a
  professional Good bye

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Voicemail Technology

• Ensure the Voicemail Has a Proper Greeting
• Answer Important Messages Right Away
• Ensure Messages are Delivered to the Right Person

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Different Methods of Training Employees

• It is important to the companys success that
  every employee is properly trained and able to
  demonstrate telephone etiquette before being let
  loose on the telephone.
• Group Training
• One-on-One Training
• What Is Peer Training?
• Defining Job Shadowing

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Correcting Incorrect Telephone Etiquette

• Many employees may not realize that their
  etiquette may be inadequate, so it is important
  that there are several tools available to help
  them get back on track.
• Screen Calls
• Evaluate Employee Performance
• Peer Monitoring
• Customer Surveys

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• I think the best training a manager can be
  engaged in is management by example.
• Carlos Ghosn

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Inspirational Quotes
Clarence Thomas
Jim Collins

• Good manners will open doors that the best
  education cannot.

• In a world of constant change, the fundamentals
  are more important than ever.

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