Telephone is one of
the most important tools in communication today. And carrying out a business
conversation to get desired results is an art. Find here few of these most
important telephone etiquette tips which can be beneficial for you.
Communication is an
important part of our daily lives. Technology has changed a lot of things, and
the advent of telephone and mobile has meant that we put across our ideas and
thoughts without making an eye-contact with others. This lack of physical
presence demands that we cultivate a certain type of etiquette while conversing
over the phone. This is more important in organizations which cater to people
who are crucial to their business. Many organizations invest a lot of time and
money to ensure that their employees have excellent communication skills. The
manner in which employees speak to their clients and customers plays an
important part in building a strong brand identity. Therefore, it is important
for an organization to have a well-mannered workforce which can ensure customer
satisfaction.
Telephone Etiquette
1. Ask the caller,
"May I know who I am speaking to?"
2. Avoid unnecessary
jargon and acronyms in your conversations.
3. Use the caller's
name in your conversation.
4. Practice good
listening skills.
5. Make sure you speak
clearly and are smiling as you answer the phone; also identify yourself.
6. Before placing a
caller on hold, ask their permission first and thank them.
7. 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.
8. Do not forget to
return the call as you promised.
9. Do not permit the
phone to ring in the office more than three times.
10. Always use a
pleasant, congenial and friendly tone.
11. Never interrupt
the person while he/she is talking to you.
12. Never engage in an
argument with a caller.
13. Do not handle an
unhappy caller's concern openly at the check-in and check-out desk.
14. Do not make it a
habit of receiving personal calls at work.
15. Do not answer the
phone if you are eating or chewing gum.
16. 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.
17. Learn how to
handle several callers simultaneously with ease and grace.
18. Return calls
promptly that have been left on voicemail.
19. 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.
20. Do not ever leave
a message with someone else or on an voice-mail regarding details of a
delinquent account. Instead, leave a message asking the person to call the
"Accounting Department."
21. Always make
collection calls in private and away from the patient flow or public areas.
22. If possible,
provide a telephone for patients/customers/clients to use. An area providing
privacy is preferred.
23. 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.
24. 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. It is
recommended a remote, handless headset for the business staff. They are
wonderful.
25. This will solve
hanging up as you push release on the headset to hang up the phone. Also, it
does not tie your staff to their desk. The team member checking on insurance
really appreciates this device. (The phone can also be answered if away from
your desk.)
26. When you take a
call, turn away from your computer, desk, and other work. Don't allow other
distractions to take your attention away from the caller.
27. Always have
something available to write with.
28. Answer calls by
the second or third ring.
29. Smile when you
answer your calls. Even though the caller can't see it, they'll hear the smile
in your voice.
30. Use a
"telephone voice" in which you control your volume and speed. Speak
clearly.
31. Be enthusiastic and
respectful.
32. If there is a
problem, be concerned, empathetic, and apologetic.
33. Thank the caller
for calling. Ask them to call again.
34. Never eat, drink,
or chew gum while you are on a call.
These were some tips
on telephone etiquette. It is important that you remember these while
conversing with someone over the phone. Not only would it help to present
yourself in a better way, but it will also ensure that you put across yourself
positively.
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