Telephone Etiquettes
Telephone Etiquettes
Telephone Etiquettes
Becoming
Your
Company’s
Voice
Ambassador
INBOUND CALL
STRUCTURE
TELEPHONE CALL HANDLING STRUCTURE
RECEIVE CALL
OFFER FURTHER
ASSISTANCE
ACTIVE
LISTENING
OFFER SOLUTION
EFFECTIVE
PROBING-Ask
relevant Questions
UNDERSTAND QUERY
WHEN OPENING THE CALL…
Sound cheerful.
Tone of voice
Words used
Your attitude
MOMENT OF TRUTH
Your first interaction with the customer
is a “Moment Of Truth”.
Remember…
1 negative MOT
is neutralized by
10 positive MOTs
ASKING FOR CUSTOMER’S
QUERY
When taking customer
info….
Listen carefully.
HOW??
Fire cannot be fought
with fire! It has to be
fought with cold water !
Listen- Do not interrupt!
See/understand the problem from
the customers point of view
Apologize to the customer for the
inconvenience caused
Show empathy
Accept your fault if you are at fault
Do not let him feel that he is the
accused!
Provide solution/Action
Thank the customer for the feedback
Remember!!
Be Polite
Be Assertive
Be Confident
Speak Fluently & Clearly
Show courtesy
Angry Customers Don’t take
it
Stay Listen personally
calm Attentively
Thank the
customer for
the feedback APOLOGISE
Agree on a EMPATHISE
solution
Outline
the plan of
action
Etiquette at every stage
Opening should be
done within 3
seconds. This
shows a
professional
attitude.
Smile, it makes
your voice
brighter and more
pleasant.
Sound
enthusiastic while
greeting the
customer.
Etiquette at every stage
Show empathy whenever
needed.
Remember …
Smile
Smile
And keep
smiling
CALL CLOSING
When closing the call
Always ask for any further help
needed before closing.
Never disconnect the call
yourself.
Comprehension should be there.
Remember, opening the call
creates the first impression, but
closing causes a lasting
impression.
What’s in a customer’s mind?
EXPECTATIONS
Positive
Negative
Don’t Forget…
You are there to
make customers
comfortable
You are an
ambassador for
!dea