Essentials of the Telephone Etiquette
Essentials Of the Telephone Etiquette
[pic]
VanSight
A division of Synbiz Solutions Private limted
#304, Prasanthiram towers, Ameerpet
Hyderbad Ansdhra Pradesh -500038
Phone Numbers - +91 40 66139353/54
Website: www.vansight.com
Index
Essentials of the Telephone etiquette 3 Call opening 3 Inbound calls 3 Out bound 4 Getting Your Message Across for both Inbound and out bound calls. 4 P A C E 4 P positive attitude 4 A accountability 4 C courtesy 4 E enthusiasm 5 WIT WARM, INTELLIGENT AND TELESMART 5 W warmth 5 I intelligence 5 T telesmart 5 The Tone of Your Delivery - Benefits: 5 The Tone of our Delivery 5 Elements of Your Tone 5 Keeping Pace 6 Pump Up the Volume, or Down 6 Paint with Inflection 6 Paraphrasing skills 6 How to go about it 6 Listening Skills 7 Hearing 7 Receiving 7 Understanding 7 Comprehending 8 Stop 8 Concentrate 8 Objective 8 Responding 8 Relevance 8 Patience 8 Automatic Responses 8 Pacing Yourself 8 Empathy 8 Human bond 9 Remember Your ABCs -Learning Your ABCs 9 A professional Image over telephone 10 To do 10 Don’t do 10 Remember 10 Hold Procedure 10 If you need to keep them on longer time than estimated then 10 When you come back on line 11 Closing a call 11 Telephone Etiquette Checklist 11 Basic points to know 12 Answering the Telephone 12 With an Attitude 12 On The Telephone with Customers 13 How Do You Calm Down an Upset Customer? 13 Telephone English 13 Telephone Terms 13 Telephone Language 14 Telephone Tips 16 Practice 1: Making an Appointment 17 Practice 2: Taking a Message 18 Practice 3: Ordering a Pizza 19 Telephone Quiz 20
Essentials of the Telephone etiquette
□ Use variety in tone of voice
□ Smile
□ Answer in three rings
□ Ask how you can
[pic]
VanSight
A division of Synbiz Solutions Private limted
#304, Prasanthiram towers, Ameerpet
Hyderbad Ansdhra Pradesh -500038
Phone Numbers - +91 40 66139353/54
Website: www.vansight.com
Index
Essentials of the Telephone etiquette 3 Call opening 3 Inbound calls 3 Out bound 4 Getting Your Message Across for both Inbound and out bound calls. 4 P A C E 4 P positive attitude 4 A accountability 4 C courtesy 4 E enthusiasm 5 WIT WARM, INTELLIGENT AND TELESMART 5 W warmth 5 I intelligence 5 T telesmart 5 The Tone of Your Delivery - Benefits: 5 The Tone of our Delivery 5 Elements of Your Tone 5 Keeping Pace 6 Pump Up the Volume, or Down 6 Paint with Inflection 6 Paraphrasing skills 6 How to go about it 6 Listening Skills 7 Hearing 7 Receiving 7 Understanding 7 Comprehending 8 Stop 8 Concentrate 8 Objective 8 Responding 8 Relevance 8 Patience 8 Automatic Responses 8 Pacing Yourself 8 Empathy 8 Human bond 9 Remember Your ABCs -Learning Your ABCs 9 A professional Image over telephone 10 To do 10 Don’t do 10 Remember 10 Hold Procedure 10 If you need to keep them on longer time than estimated then 10 When you come back on line 11 Closing a call 11 Telephone Etiquette Checklist 11 Basic points to know 12 Answering the Telephone 12 With an Attitude 12 On The Telephone with Customers 13 How Do You Calm Down an Upset Customer? 13 Telephone English 13 Telephone Terms 13 Telephone Language 14 Telephone Tips 16 Practice 1: Making an Appointment 17 Practice 2: Taking a Message 18 Practice 3: Ordering a Pizza 19 Telephone Quiz 20
Essentials of the Telephone etiquette
□ Use variety in tone of voice
□ Smile
□ Answer in three rings
□ Ask how you can