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Building Extensions Brand through

Telephone Etiquette

Why is telephone skill


important?
When you are on the phone with a
customer or client, YOU ARE THE
SINGLE representative of your
organization. In other words,

Rules for Telephone


Communication:
1. Treat your telephone visitor as if he
or she were present.
- When people call your office, as far as they

are concerned you are the organization.


- If you sound cheerful, clear, and interested,
the callers attitude toward
your
organization will be a good one.
- Would you play solitaire if a customer was
in your office with you?

How Do Your Rate Your


Telephone Voice?
Has Needs
VITALITY
____ ____
EXPRESSION
____ ____
NATURALNESS
____ ____
PLEASANTNESS
____ ____
INTELLIGIBILITY ____ ____

How Do You Look When You


Talk on the Telephone?
Interested

Neutral

Bored

Pleasant

Neutral

Unpleasant

Calm

Neutral

Agitated

Involved

Neutral

Distracted

When are some times when you have


to worry about looking or sounding
this this?

Rules for Telephone


Communication:
2. When receiving calls:

Answer promptly to show that you are alert, courteous,


and efficient. (2 rings)
Use all 5 parts of the answer (next slide)
Use the callers name to personalize the message.
Listen carefully to avoid asking the caller to repeat.
Be tactful and give the impression that you really want to
be of assistance
Take helpful messages.

Keep and paper and pencil handy.


Summarize and feed back the information to the caller for
verification.

Five Parts to Your


Answer:
1.
2.
3.
4.
5.

Smile
Welcome the caller
Announce the office
Introduce yourself
Let them know you're here to help
them.

When making
acknowledgements
Dont Say:

Better:

Yeah or Okay

Certainly

Wait a minute

Do you mind waiting while


I check on that for you?

Hold on or Hold the line

Would you like to hold or


may I call you back?

Just a minute

One moment pleaseIll


find out

No problem

You are very welcome or


my pleasure.

Rules for Telephone


Communication:
3. When handling complaints by
telephone

Convey sincere interest and concern


Remain calm and courteous
Dont make promises for others
If there is a question you cannot answer, or the caller
becomes unreasonable, contact your county director and
refer the call.
Thank the client and close the conversation naturally.
Follow through on any questions or complaints.

When handling difficult


customers
Dont Say:

Better:

Youll have to talk to Mr.


Smith about that.

Mr. Smith handles that.


May I transfer you.

I dont know anything


about that.

Im sorry. That information


is not available through
this office.

You didnt talk to me.


I didnt take your call.

Im sorry Mrs. Jones. I will


be glad to take care of
that for you.

You must _____

Would it be convenient for


you to ____________?

Rules for Telephone


Communication:
4. When making a telephone call:
Check the level of distraction around you before
deciding to make the call.
Identify yourself and the Extension office.
Clearly state your purpose for calling.
Dont waste time. Have a list of items to be
covered.

Rules for Telephone


Communication:
5. End the conversation in a positive
manner.
End on an upbeat note.
Summarize any action to be taken.

When closing

AVOID
All righty
Bye Bye
Yeah
Okie Doke
See ya later

BETTER
Thank you for calling
Payne County
Extension
Youre welcomehave
a good day.
I will get that report to
you in the mail
immediatelyhave a
nice afternoon.

Rules for Telephone


Communication:
6. Always return missed calls.
Within 24 hours is best
At least within 48 hrs
If you dont want to talk to them, have some one
else call them back.
The same applies to e-mailsRESPOND. Even
something as simple as thanks or I got it will
work.

Other things to think about:


Leaving a voicemail
Keep them professional
Once youve left a voicemail, dont pester. (allow
6-12 hours).
Dont hide behind voicemail

Cell phones (business)


Turn it off, if possible, during meetings
Do not check for messages during meetings
If you are expecting an important call, let your
client know in advance.

THANK YOU and have a nice


day.