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BUSINESS EQIQUETTES - TELEPHONE ETIQUETTES
Human Resources » Business Etiquettes


Chrm Message From: VIJAY VYAS Total Posts: 6 Join Date: 02/10/2009
Rank: Beginner Post Date: 05/11/2009 09:25:57 Points: 30 Location: India

Always return calls. Even if you don’t yet have an answer to the caller’s question, call and explain what you’re doing to get the requested information, or direct them to the appropriate place to get it.
If you’re going to be out, have someone pick up your calls or at a minimum, have your answering system tell the caller when you’ll be back in the office and when they can expect a call back.
When you initiate a call and get a receptionist or secretary, identify yourself and tell them the basic nature of your call. That way, you’ll be sure you’re getting the right person or department and the person you’re trying to reach will be able to pull up the appropriate information and help you more efficiently.
When you’re on the receiving end of a phone call, identify yourself and your department. Answer the phone with some enthusiasm or at least warmth, even if you ARE being interrupted, the person on the other end doesn’t know that!
Make sure your voice mail system is working properly and doesn’t tell the caller that the mailbox is full, transfer them to nowhere, or ring indefinitely. Address technical and system problems- a rude machine or system is as unacceptable as a rude person.
You don’t have to reply to obvious solicitations. If someone is calling to sell you something, you can indicate that you are not interested and hang up without losing too much time on it. However, you do need to be careful. You may be receiving a call from an insurance or long distance company that wants to hire you as a consultant! Be sure you know the nature of the call before you (politely, of course) excuse yourself.
Personalize the conversation. Many people act in electronic media (including phone, phone mail, and e-mail) the way they act in their cars. They feel since they’re not face-to-face with a person, it is perfectly acceptable to be abrupt, crass, or rude. We need to ensure that we make best use of the advantages of these media without falling headfirst into the disadvantages.

VIJAY VYAS

Chrm Message From: Laals Total Posts: 2 Join Date: 02/10/2009  
Rank: Beginner Post Date: 16/11/2009 04:52:05 Points: 10 Location: India

I would like to add to Vijay stating that; A caller would not know about your current engagement at work hence would be unable to predict your engrossment at work.

Each call needs to be picked with a smile consciously to make the caller feel confortable speaking. Nevertheless based on the engrossment at work one can decide to continue the call or take the number to call back. But do call back.

Its your voice,your smile and warmth while speaking that will leave a positive impression.

regards

 

 

Chrm Message From: rakheshkr Total Posts: 1 Join Date: 02/10/2009  
Rank: Beginner Post Date: 04/12/2009 12:08:46 Points: 5 Location: India
To add on , let me share my experience,Prepare your own script taking local -best words to use and how to be short and to the point.This helps avoid objections and confusions to the recepient. It boosts our confidence too as conversion rates go high.Never stick to any preplanned script..by a company.hope it helps. 
Chrm Message From: 111ashwin Total Posts: 2 Join Date: 02/10/2009  
Rank: Beginner Post Date: 24/01/2010 08:26:50 Points: 10 Location: India
i think d most important one is to not lose ur cool ... ever
Chrm Message From: 111ashwin Total Posts: 2 Join Date: 02/10/2009  
Rank: Beginner Post Date: 24/01/2010 08:30:44 Points: 10 Location: India
and start off knowing what the purpose of the call is so that ur prepared before hand...small things like a pen or a message pad may make a big difference...if ur supposed to make a no of calls .. make allotments for each call n stick to it... also while putting a customer on hold make sure u tell him and wait for him to respond on that ... getting back on the phone soon will keep the customers from getting frustrated ..( thus solving half of the problems)

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