telephone etiquette

| PHILIPPINE IINO CORPORATION

John Gabrielle C. Cabradilla

TELEPHONE ETIQUETTES


Objectives;At the end of the session, attendees 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.


Answering a Call

• 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.

• The greeting is key, it sets the tone and style of the whole interaction.

• Never put the customer on hold for more than 30 seconds


Answering a Call

• Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness.

• Greet the caller, e.g. “Good Morning”. Good manners shows you respect the caller.

• 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.


Phase 5 - Close the call (Summarize)

Phase 4 - Provide Solutions, Alternatives or Information

Phase 3 - Collecting/ Verifying of Information (Paraphrase)

Phase 2 - Building Rapport & Identifying Need (Question)

Phase 1 - Opening the Call (Greeting & Introduction)

Phases of a Professional Call


Phone Call Impression (PICTURE)

• P-itch• High or low? Low carries better and is also more

pleasant• I-nflection• Use voice to express ideas or moods• Don’t talk in a monotone• The voice naturally rises on a questions or inquiry• Voices fall at a “period,” decision or completion


• C-ourtesy• Common, everyday applies the same as face-to-

face conversation• T-one • Many times it is not what you say, but how you say

it• Voice should reflect sincerity, pleasantness,

confidence, and interest



• U-nderstanding• Avoid talking with anything in your mouth (gum, pencil)

• R-ate• Rate of speech should be adapted to personality of contact• “Fast talkers” can arouse suspicion • “Slow talkers” can be irritating

• E-nunciate• Clear enunciation will help avoid misunderstanding and

need to repeat yourself



Don’ts

Do’s• Smile (they really can hear it!)• Speak Clearly and Concisely• Be Enthusiastic

• Lower the Pitch of your Voice• Talk in a Positive Mood• Listen/Discuss

• Frown • Mutter• Sound Tired

• Speak in a Shrill Voice• Speak Negatively• Eat while talking


Answering a Call

Before answering a call, be prepared;

• Have a pen, pencil and notepad ready.• Have your computer on.• Ensure no noise at the background. • End current activities.


Answer call before the third ring, calls beyond the third ring indicates inactiveness in your office.

Greet the caller, for example “Good Morning”. Good manners indicate respect for the caller.

Give your name and the name of the company/ Dept, for example ” PIC, This is John”. This is a courtesy statement that serve to introduce and personalizes the customer service experience.

Ask the caller if or how you can help them, for example “PIC, This is John, How may I help you?” Asking to help tells the customer you are there to serve and solve his/her

Focus your attention on the caller.

While answering a call:


Answering Wrong Numbers

• 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.

• End the call professional.


Answering Multiple Calls

• 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 caller’s expectations.


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.

• Be prepared for rejection – just apologize for them and graciously get off the phone.

Placing Calls


In Calls• State your name along with the name of the

person you are calling.Example:“Good Morning, This is Juan De la Cruz from PIC. 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.


Putting Callers 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 (must not be more than 30 seconds).

• Offer to call the person back if the wait will be long.


Taking a Message• Write a message, even if the caller indicates they will

call back. Write legibly.

• Include the time and date.

• Verify the caller’s 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.


Leaving a Voice/Phone MessageVoice/Phone Message should always include:

• Your name and company name.

• Time and Date of call.

• What the call is about (make it brief).

• If a follow up or return call is needed.

• Phone number (office or home) speak SLOWLY even repeat the phone number – include area code.


Transferring a Caller• 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.

• Never transfer a caller more than two times.


Keys to Good Listening

• Limit your talking– Can’t talk and listen at the same time.

• Don’t Interrupt– A pause doesn’t always mean the individual is

finished speaking.

• Concentrate– Focus on the conversation. Practice shutting out

outside distractions and personal concerns.


Keys to Good Listening

• Take Notes– Helps you remember important points.

• Listen for ideas…not just words– Get the whole picture, not isolated bits and

pieces.

• Interjections– An occasional, “Yes,” “I see,” etc. shows that your

listening. However, don’t overuse them.


ACCEPTABLE PHRASES

UNACCEPTABLE PHRASES

1. ”Thank you, I’ll check,” or “I’ll see”

2. “Yes ma’am/sir”.3. “One moment please, I’ll

find out”4. “Yes, you may”.

1. ”You will have to wait”2. “Yeah”.3. “I do not know”4. “No, we cant”.


8 Telephone Etiquettes1. 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.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.


Ending Telephone Calls• Make sure you answered all the caller’s questions

• Always end with pleasantry:• Have a nice day• It was nice speaking with you

• Let the caller hang up first, This prevents the feeling that you may have cut them off intentionally.

• Do not slam the phone or cut off abruptly.


KNOWLEDGE Speaks.

But WISDOM Listens

Jimi Hendrix

telephone etiquette

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