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TELEPHONE ETIQUETTES
Ms. Shilpa Dharmadhikari
The M S University of Baroda
Why are Telephone Etiquettes important in Global Scenario ?
For Multinational Companies BPO’s Studying or working abroad Working in Real & Virtual
Teams Minimizing intercultural
Barriers
White Collared JOBs
Receptionist Hotel Industry Airlines Tele-callers Business Executives
What are Telephone Etiquettes?
Guidelines which control the way a responsible individual should behave in the society.
Telephone Etiquettes refer to the ways an individual should speak on the phone.
An individual needs to follow a set of rules and regulations while interacting with other person over the phone.
Paralinguistic Elements Correct Pronunciation Voice Modulation Tone, Accent Articulation, Pauses
Pitch/Volume, Frequency
Influence of Mother Tongue
Courtesy / YOU ATTITUDE
When you talk on the phone remember:
Check your voice quality Express yourself clearly & concisely
Be polite & use a respectful tone
Never shout on the phone and never be aggressive
Tips for Creating Good Image
Use basic phrases of courtesy – May I help you ? Please.
Use standard accepted business phrases. Avoid slang – “uh, yeah, dude Do not chew gum. Do not slam the phone or cut off abruptly. Keep your promises. Smile while speaking. People can hear a
smile over the phone !
Announce Your Identity
Hello, This is Rakesh Shah.Hello, Bharati Naik here.
My name is Paresh Gohil.Can I help you ?
Good morning. It’s Bijal Bhatt here.Marketing Services PLC. Good Afternoon.
HOLD THE LINE
Could you put me through Radhika, please ? Would you hold on please. I ‘d like to speak to Mayur, please. Yes, please hold on I will put you through Could you give me the number of his direct line, please. Yes, I’ll try to transfer you Oh ! Isn’t that International Computers ? I think you must have got the wrong number. What number have you got ?
CONNECTING TO AN EXTENSION
Could you put me through to Jitu Parekh, please?
Yes, please hold on I will put you through.
I’d like to speak to Alpesh Mistry, please. Yes, please hold the line. Sorry to keep you waiting.
Making and Handling complaints
I’m calling to register a complaint. Sorry for the inconvenience caused, but
can you let me know something more about this complaint.
I’m not satisfied with the service. Sorry, it’s obviously a major mistake. We will make it top priority.
Calling Off
I’ll get back to you soon. Thanks for calling.
Thank you very much. Goodbye. We’ll be in touch about it soon. Goodbye.
OK. Bye. Bye.
Speaking Skills are Equally Important as Listening Skills
SENSITIVE LISTENING +ACTIVE LISTENING
Prove to be Effective in Telephonic Communication
Choose the best Responses
1) Who’s speaking ? I am called Mahesh Baria My name is Mahesh Baria. Mahesh Baria is speaking.
2) Could I speak to Ashok Joshi, please ? a) Who’s calling ? b) Who are you ? c) What’s your name ?
SUMMING UP
A good combination of appropriate speaking
skills with the effective use of Paralanguage is required for
successful telephonic communication.
References
Telephoning in English –Jean Naterop, Rod Revell
Business Communication: Basic Skills and Practices
– Dr. J.P. Parikh Dr. Anshu Surve Ms.
E.Swarnabharati
THANK YOU
DHANYAVAD
