Here is some great advice i picked up at a workforce development conference on how to excel at using this device to communicate with colleagues, clients and customers. Since it may be your initial point of contact with a client, customer or even your employer, it is your opportunity to. Telephone etiquette means being respectful to the person you are talking with, showing consideration for the other persons limitations, allowing that person time to speak, communicating clearly and much, much more. Whether youre in a customer focused, retailstyle business or an organization that handles a lot of internal calls, phone manner skills are very important to both develop and to regularly.
Telephone etiquette incoming calls always be polite 3 key phrases. You are having a conversation with your colleague and the phone rings. Especially if you are a job seeker, your voicemail is another channel where your prospective employer will get a glimpse of your personality. Following the greeting the person who answers the phone should give his or her name and the name of the business or organization that is being contacted. Use effective call greetings as a caller and a receiver. Taught in an interactive workshop format, the course addresses such topics as. Office mobile whether at work or on your mobile phone, it is very important that we are fully aware of how we talk or behave over the phone. Telephone etiquette whether answering the phone or making phone calls, the use of proper etiquette allows you to maintain a certain level of professionalism and deliver exceptional customer service. To cheer up a chilly december, weve focused on short, fun videos that you can use as energisers in the training room. Avoxi is offering our genius cloud contact center solution free through june 2020. Telephone etiquette guide answering calls for your departmentoffice 1. Since it may be your initial point of contact with a client, customer or even your employer, it is your opportunity to make a good first impression, or a poor one.
Inform the person on the other line when youre on speaker phone. Mandy peterson march 7, 2007 customer service training masfap spring conference. Telephone etiquette training from mmm training solutions. Do not place confidential or inappropriate data files. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling. At times, when employees leave their office, no one answers their phone. Proper telephone etiquette in a professional business setting begins by stating the company name first followed by a greeting and the name of the individual answering the call. Telephone etiquette and telephone tips office skills training. Here are some effective telephone etiquette tips that you could use to stay atop the globalised business world a free powerpoint ppt presentation displayed as a flash slide show on id. Includes exercises on customer services skills, sales skills and marketing.
File and store all papers and belongings out of sight. Telephone etiquette a to z guide to manners and etiquette. Using the telephone effectively and courteously answer the phone before the third ring. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Please hold these 7 tips in mind we are here for your business covid19. Effective telephone techniques training eugene win. Good phone etiquette is important because we cannot see. A faster rate of speech might indicate anger or impatience.
Master the art of using courtesy and good manners while communicating over the telephone and excel in your professional and personal life by and experience skyrocketing your business. In a busy department or unit, this particular phrase may be too much to say. When answering calls placing calls handling business. A short presentation on telephone etiquette training by mmm training solutions. If it rings by accident, apologize and promptly turn it off. Managing a customer service call center starts with providing the right phone etiquette training. Contact us to schedule this interactive program onsite for your team. Use appropriate language during telephone conversations. Every time you answer the phone, you not only represent your organization, but you may be the. A free powerpoint ppt presentation displayed as a flash slide show on id. Heres our latest roundup of resources for people involved in telephone skills training. If so, it can be shortened to a phrase that is less wordy when answering, identify your department and your name. Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you, your department, and lehigh in gen. Todays telephone etiquette for the workplace by staff although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed.
Advise employees that the second or third ring is the ideal time to pick up the telephone. Multitudes of businesses, companies, and departments use telephones in their work every day. Here are some effective telephone etiquette tips that you could use to stay atop the globalised business world a free powerpoint ppt presentation displayed as a flash slide show on. Keep it on silent at school, at the movies or anywhere it could disturb others. Ppt telephone etiquette tips powerpoint presentation powerpoint free. When answering a business phone it is important that it is not allowed to ring more than three times. Telephone etiquette and customer service training byuidaho. Top call center etiquette tips customer service etiquette. When you leave a message in someones voicemail, what is most important. Your voice must create a pleasant visual impression over the telephone. Training focuses on the basic guidelines for answering the phone, how to portray a positive image, improving voice characteristics and communication skills, basic telephone etiquette, tips for voice mail messages, and other methods for more effective use of the telephone. Use of appropriate etiquette ensures you will treat patients with respect and courtesy and provide a level of customer service that patients expect. Phone etiquette tips incoming calls telephones should always be answered with a phrase like, good morning, xyz dept. Ppt telephone etiquette tips powerpoint presentation.
Telephone customer service training course business. When you have finished this course, you will know everything you need to make your customers feel valued and satisfied even under the most difficult. Identify yourself and your department on answering 4. The dos and donts of telephone etiquette readygrad. Put on a smile before placing or answering a phone call. The phone should be answered with a positive greeting such as hello, good morning, or good afternoon, etc. Training resources and exercises on telephone skills for trainers. Ppt telephone etiquette tips powerpoint presentation free to. By the end of this presentation, you will be able to identify how to answer telephones how to take a message how to conclude a call how to. Your training is only successful if your agents are implementing what they learned when handling customers needs.
Fun group activity, warmups, or writing prompts for career readiness, life. Placing or receiving a professional telephone call if you are answering a professional call. The truth is, while it isnt rocket science, proper telephone etiquette in a work environment involves a bit more than the ability to utter a greeting. Ppt telephone etiquette tips powerpoint presentation free. If you continue browsing the site, you agree to the use of cookies on this website. Before you answer, be prepared this includes knowing how to use the phonesystem features. This telephone customer service training covers the ins and outs of delivering exceptional service over the phone. Jan 01, 2014 most of us use a telephone in the course of our work. Games for email and telephone etiquettes zip download.
Ppt telephone etiquette powerpoint presentation free. Email is a big part of your company communications to customers, to business partners and internally within the company. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling party. Telephone etiquette free download as powerpoint presentation. Ending a phone conversation customer service week, customer service training. We cover customer service etiquette training, rules, and tests for the call center. Etiquettethe practices and forms prescribed by socialconvention or by. By nancy friedman, the telephone doctor recently a telephone doctor client said to me, nancy, congratulations. When placing multiple calls on hold, remember to return to the first caller you placed on hold first when you are transferring a phone call. This course examines the basics, most importantly to be considerate of others, dressappearance, the workplace versus social situations, business meetings, proper introductions and the handshake, conversation skillssmall talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette. Telephone etiquette sample powerpoint by courseware issuu. If necessary, offer to call them back speak clearly, slowly, and with confidence outgoing calls express yourself clearly and concisely after. Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you, your department, and lehigh in general. After a demonstration of an awful telephone answer, an example of how to answer the phone using proper telephone etiquette is shown.
Aug 27, 2014 essential telephone skills training video customer service training by telephone doctor. This course focuses on honing outstanding telephone customer service skills in order to meet customer needs and presenting a professional, knowledgeable image that reflects well on your company. Telephone etiquette proper telephone etiquette an important facet of communication, since you represent not only yourself, but often your department and the university. In fact, sometimes email is the only communication your customer may have with your firm. If necessary, offer to call them back speak clearly, slowly, and with confidence outgoing calls express yourself clearly and concisely after someone answers the phone, identify yourself.
In most phone conversations, the listener typically cannot see you your message is communicated by your voice. Call center etiquette tests are a great way to evaluate your agents performances. We dont believe you should scratch your head and wonder when youre being shown an idea or technique. Job skills questions prepare students to effectively interact with workplace supervisors. Ppt telephone etiquette tips powerpoint presentation 1024x768. Office mobile whether at work or on your mobile phone, it is very important that we are fully aware of. Sep 10, 2018 the truth is, while it isnt rocket science, proper telephone etiquette in a work environment involves a bit more than the ability to utter a greeting.
Ppt effective telephone skills powerpoint presentation. Business etiquette ii ppt describes meaning of business etiquette, importance of introduction, rules of introduction, handshake etiquette, telephone etiquette, office etiquette, cubical etiquette, and dress etiquette. Answering the phone answer calls promptly within 3 rings smile as you pick the phone the caller will hear it in your voice. Presenting a professional image, both in person and on the telephone is very important in the office skills profession. Most of us use a telephone in the course of our work. Phone etiquette worksheet an eeoaa employer, university of wisconsinextension provides equal opportunities in employment and programming, including title ix and american with disabilities ada requirements. Etiquettethe practices and forms prescribed by socialconvention or by authority. Here are some effective telephone etiquette tips that you could use to stay atop the globalised business world a free powerpoint ppt presentation displayed. Essential telephone skills training video customer service training by telephone doctor. Office skills telephone etiquette and telephone tips. Apr 28, 2017 15 early telephone etiquette rules we should bring back istock modern phones do just about everything, so its easy to forget that they can make actual calls, too. Aug 29, 2019 you have completed the training sessions with your agents, now its time to see what they really learned. Please thank you i apologize do not keep people on hold for too long. Dec 25, 2019 business etiquette ii ppt describes meaning of business etiquette, importance of introduction, rules of introduction, handshake etiquette, telephone etiquette, office etiquette, cubical etiquette, and dress etiquette.
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