Telephone Techniques and Etiquette BCS-BE3: Student practices proper

Telephone Techniques and Etiquette BCS-BE3: Student practices proper oral communications that express wants, needs, and feelings. a. Student demonstrates proper telephone techniques and etiquette b. Organizes thoughts to reflect logical, positive, and tactful thinking before speaking Business Essentials

Telephone Skills Telephone skills are a very important part of your business communication. Some tips for using your telephone effectively: Manage its use Schedule outgoing calls according to your schedule Filter incoming calls so you aren’t interrupted Business Essentials

Outgoing Calls 1. Make a list of calls to make 2. Prioritize calls 3. Reserve time for calls Business Essentials

Greetings and Endings Why have appropriate greetings and endings? Helps build a good relationship with callers Avoids misunderstandings and wasting time Business Essentials

Include these in a greeting . Company name Your name AND department “How may I help you?” Business Essentials

End a call . “Do you have anymore questions?” “Thank you for calling.” Caller hangs up FIRST Business Essentials

Information from caller . Caller’s name Address Telephone and fax numbers Business Essentials

What to do about a complaint call . What is the problem? Is the product your company’s? How have you been using the product? Have you tried to fix the problem? Business Essentials

Why listen? 1. Show caller you are listening “Yes”, “I see”, “Okay”, “Right” 2. Ask questions to get the correct information What part is not working? How many would you like to order? What time can you be here? Business Essentials

Course of action . Tell caller solution to correct problem and make sure this is Okay with caller Make sure THEY understand the solution Business Essentials

Take a message please . Date and time Caller’s name and telephone number Purpose of call Action to be taken (give message to correct person, call back, send material, etc.) Business Essentials

Difficult callers 1. Listen 2. Get the facts and details 3. Sympathize and offer to act fast 4. Apologize for any mistake 5. Stay CALM!!!!! Business Essentials

Telephone Etiquette Tips Be helpful Don’t leave caller on hold indefinitely Be attentive Stay CALM!!!!! SMILE Business Essentials

Avoid . More than 4 rings Eating and drinking Too friendly Talking to others Loud background noise Speaking too quietly or too loudly Speaking too fast Business Essentials