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Gajanan Shirke

Whether at work or
on your mobile
OFFICE
phone, it is very
important that we
are fully aware of
how we talk or
behave over the
phone.

MOBILE
Gajanan Shirke
OBJECTIVEVE
AT THE END OF THE TRAINING, STAFF WILL BE ABLE TO;

Use effective call greetings as a caller and a receiver.


Project the company in a positive manner.
Practice good telephone techniques and telephone manners.
Use appropriate language during telephone conversations.
Speak with an effective telephone voice.
Use an effective approach to handle special telephone tasks like
call transfers, taking messages, call holds, interruptions, and
unintentional disconnects.
Manage difficult calls.

Gajanan Shirke
Answering the Telephone
1. Pick up the phone in three rings . More than three rings
signals chaos in your office or inattentiveness.
2. Greet the caller, e.g. Namaste. Good manners shows
you respect the caller.
3. Give your name. This is a courtesy that serves to
personalize the customer service experience as well as
allowing the customer to hold you accountable for your
level of service.

Gajanan Shirke
Answering the Telephone
4. Ask the customer if or how you can help. Asking to
help tells the customer you are there to serve his/her
needs and to solve his/her problems. This also leaves
the customer with a positive impression.
5. The greeting is key, it sets the tone and style of the
whole interaction.
6. Never put the customer on hold for more than 30
seconds

Gajanan Shirke
Namaste, Thanks for
calling Trinity Grand. My
name is Rahul. How may I
Assist You?

Gajanan Shirke
PHASES OF PROFESSIONAL
CALL
Phase 1 - Phase 5
Opening - Close
the Call the call
(Greeting & (Summari
Introductio ze)
n)

Phase 2 Phase 3 Phase 4


- Building - - Provide
Rapport & Collecting Solutions,
Identifyin / Verifying Alternative
g Need of s or
(Question) Informati Informatio
on n
(Paraphra
se)
Gajanan Shirke
Telephone Etiquette

Words 14%

Tone of Voice
86%

The tone plays a very important role as the guest cannot see you. Your voice sets up the perception
in the Guests mind. Words that we use are also important but not as important as Tone in a
telephone conversation. Gajanan Shirke
PHONE CALL IMPRESSION
PHONE IMPRESSION
The person on call forms a mental PICTURE of you.

P PITCH
I INFLECTION
C COURTESY
T TONE
U - UNDERSTANDING
R RATE
E - ENUNCIATION

Gajanan Shirke
ENDING A CALL
DIFFERENT PHONE
CALL SITUATIONS

Gajanan Shirke
ANSWERING CALLS CALLS
BEFORE ANSWERING A CALL, BE PREPARED;

Have a pen, pencil and notepad ready.


Have your computer on.
Ensure no noise at the background.

Gajanan Shirke
WHILE ANSWERING A CALL:
Give your name and the
Answer call before Greet the caller, for name of the company/
the third ring, calls example Dept, for example HK,
beyond the third Namaste. Good This is Rahul. This is a
ring indicates manners indicate courtesy statement that
inactiveness in your respect for the serve to introduce and
office. personalizes the customer
caller.
service experience.

Ask the caller if or how


you can help them, for
Focus your example HK, This is
Rahul, How may I assist
attention on the you? Asking to help tells
caller. the customer you are
there to serve and solve
his/her

Gajanan Shirke
PLACING CALLS CALLS

BEFORE PLACING A CALL, BE PREPARED;

Know the name of the person you want to reach and


how to pronounce it.
Know what you need to say before placing the call will
make your call brief and effective.
Verify the phone number before calling.

Gajanan Shirke
PLACING
IN PLACING CALLS
THE CALL:

State your name along with the name of the person


you are calling. Example: Namaste, This is Rahul from
HK. May I please speak with Ms. Lisa?
Ask the caller if it is convenient to talk.
State your business as politely and clear as possible.
Use the clients name during the conversation.
Insist on calling back if the connection is faulty.

Gajanan Shirke
ENDING CALLS CALLS

When the conversation is complete, do the


following;

Make sure that the caller has no more queries


or message.
Use Goodbye, thank you for calling to end
the conversation.
Make sure the caller drops down the receiver
before you. This prevents the feeling that you
may have cut them off intentionally.
Gajanan Shirke
Than
k Yo
u
TRANSFERRING CALLSALLS
TRANSFER CA
TRANSFER CALLS ONLY IF YOU ARE UNABLE TO HELP THE CALLER
OR IF THE CALL IS MEANT FOR YOU FOR SOMEONE ELSE:

Ask permission to transfer calls and explain the reason for the
transfer.
Let the caller know the name and department you are transferring the
call to.
Be sure you are transferring the caller to the proper person or
department.
If the caller complains about being transferred, suggest having the
call returned instead.
Give the new party any helpful information before completing the
transfer. Gajanan Shirke
Never transfer a caller more than two times.
PLACING A CALL ON HOLD

Make sure its for a good reason.


Ask permission before placing a caller on hold.
Return to the line periodically.
Ask callers if they want to continue holding.
Indicate how long the delay could be.
Offer to call the person back if the wait will be long.
Never leave a customer on hold for longer than 30 Seco
Be courteous, respectful and professional.

Gajanan Shirke
ANSWERING MULTIPLE CALLSALLS

Place the first call on hold.


Answer the next call.
Complete the second call only if
it can be handled quickly.
Return to the initial call
promptly.
Provide quality service that
meets or exceeds the customers
expectations.

Gajanan Shirke
TAKING MESSAGESALLS
TAKING MESSAGES
Write a message, even if the caller indicates they will
call back.
Include the time and date.
Write legibly.
Verify the callers name and phone number by
repeating the information.
Include as much information as possible to help the
message recipient return the call.
Sign or initial the message slip and deliver the
message promptly.
Gajanan Shirke
SOMEONE CALLS YOU BY
ANSWERING A WRONG NUMBER
MISTAKE
CALL ALLS
Inform the caller politely that he/she
reached a wrong number.
Suggest that the caller recheck the
number and dial again.
If the caller is trying to reach a
destination that you are familiar with or
have an idea about, do your best to find the
number and assist the caller in
transferring the call.
Gajanan Shirke
HANDLING COMPLAINTS AND ANGRY
Angry Customers:
Do not allow yourself to getContinued
angry when a
guest shouts.
Empathize. Express regret for the
situation.
For example: Im sorry for the
inconvenience.
Find a way to agree with their
circumstances.
For example: I understand what you
are going through. Id be upset too if
that happened to me. Gajanan Shirke

Suggest alternatives for handling the


PHONE ETIQUETTE TIPS

Gajanan Shirke
8 TELEPHONE ETIQUETTES

1. Think through exactly what you plan to


say and discuss BEFORE you place a call.
2. Always identify yourself at the beginning
of all calls.
3. Always speak into the telephone receiver
with an even and low tone of voice, high
pitch will sound like shouting.
4. Be sensitive to the tone of your voice

Gajanan Shirke
5. Especially when leaving messages, speak clearly
and slowly.
6. Build the habit of always turning off your cell
phone ringer when entering a meeting, restaurant,
theater, training class, or other place.
7. Do not allow interruptions to occur during
conversations.
8. Do not allow yourself to be distracted by other
activities while speaking on the telephone.

Gajanan Shirke
GENERAL PHONE ETIQUETTE TIPS
Pick the phone, at worst, at the third ring.
Speak pleasantly, using basic phrases of
courtesy e.g. May I help you?, Thank
you, You are welcome.
Smile on phone in order to have a pleasant
voice or tone.
Sound alert and active let not your voice
sound lazy, tired, and rude, bored or
disinterested.
Be polite or courteous to all calls
irrespective of the circumstances.
Do not slam the phone or cut off abruptly
Gajanan Shirke
Avoid slangs
Dont eat, sip a drink, and chew gum
while on phone.
Listen very attentively.
When transferring calls, whether in
coming or out going, introduce both
party to each other.
Dont keep the caller on hold for more
than sixty seconds without
communicating your effort.
When ending your call ensure there are
no unfinished business.
Gajanan Shirke
UNACCEPTAB ACCEPTABLE
LE PHRASES PHRASES

1. You will have to wait 1. Thank you, Ill check, or Ill see
2. Yeah. 2. Yes ma/sir.
3. I do not know 3. One moment please, Ill find out
4. No, we cant. 4. Yes, you may.

Gajanan Shirke
HAPPY
CALLIN
G

Gajanan Shirke

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