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1、Telephone Etiquette,Answering incoming calls,Answering the phone within the frist few rings (3 Rings ),Ring.Ring.Ring.,For operators,Greeting : Wellcome your caller Announce who your firm is Introduce yourself Let them know you are here to help them Good afternoon,welcome to *,this is *.How can I he
2、lp you,Making notes: writing down the callers name and reason for the call Puting caller on hold or leaving a message Hold on, please! To end the conversation Thank you for calling!,Transferring Calls,Tell the supervisor who the caller is Which line the caller is on What they wishes to discuss Mr wa
3、ng ,Mrs.li is on line 2 ,she has some problem on *. Are you available to speak with her,Putting Calls On Hold,Offer the caller a choice: to hold or leave a message Check back every 15 seconds Give the caller a choice again,Taking Messages,1 Record the callers name 2 List phone number( Clarify whethe
4、r it is a mobile ,office or home number) 3 Name of the person being called 4 What the call is about,5 Check the message 6 List date and time of the call 7 Sign your name,Handing difficult telephone situations,Keeping cool 2. Listening Carefully 3.Showing Empathy-understanding/compassion/sympathy 4.A
5、sking whats the promblems of the caller 5. Offering Options,Making phone calls,1. Announcing your company 2. Introduicing yourself 3. whom you want to speak 4. what the matter is about,An efficient telephone,Considerate the time Think about the main purpose before make a call Prepare some informatio
6、n in your hand Confirm the phone number,Never Vs Always,NEVER Never allow Answering two conversations at the same time. Never eat or drink when answer the phone. Never drop the telephone receiver. Never leave the receiver uncovered as the caller will hear you speaking.,Never Vs Always,ALWAYS Always greet first “Good morning” or “Good afternoon” and introduce yourself or the department. Always speak English and speak slowly.,Always have a pen near the telephone. Always leave a message if its necessary. Always give your full attention to the caller, do not try to do two tings at once.,Thanks!,
