Telephone Etiquette: Customer Service

Module 2: Telephone Etiquette

• Telephone etiquette involves the rules governing social behavior in customer service interactions.
• Proper etiquette is essential for a positive customer experience and successful business interactions.
• Failing to follow these guidelines can negatively impact service.

Module 2 Agenda

• Important components of telephone etiquette
• Types of calls and call flow (inbound and outbound)
• Steps for initiating a call
• Handling hold procedures
• Controlling conversations
• Ending calls effectively
• Tone and personality in telephone communication

Module 2 Objectives

• Develop rapport with callers.
• Create positive first impressions.
• Differentiate between inbound and outbound call flows.
• Use hold effectively.
• Maintain conversation flow.
• Conclude calls with a positive impression.
• Convey personality and professionalism through tone.

What's Etiquette?

• Etiquette is a set of rules that govern social behavior.
• In customer service, etiquette guides interactions between businesses and clients.

Important Components of Telephone Etiquette

• Preparing to start a call
• Starting a call (e.g., answering and greeting)
• Placing callers on hold (if necessary)
• Ending the call

Preparing to Start a Call

• Clear Your Mind: Focus entirely on the call; avoid distractions like emails or documents.
• Be Present with Your Caller: Focus only on the caller; put away reading materials, gum, and avoid eating/drinking.

How to Start a Call?

• First impressions are crucial; they set the tone for the entire conversation.
• A strong verbal "handshake" leads to positive communication.
• It's important to know different types of calls (inbound and outbound).

Inbound Call Flow

• Greeting
• Security check
• Identify concerns
• Provide solutions
• Gain agreements
• Extra mile
• Closing

Outbound Call Flow

• Greeting
• Introduction
• Educate/inform
• Identify concerns
• Provide solutions
• Gain agreements
• Extra mile
• Closing

How to Start a Call (Steps)

• Step 1: One Ring: With interactive voice response (IVR), allow the caller sufficient time to reach their desired extension before becoming impatient.
• Step 2: Smile: A smile (even if not visible) is perceptible to the caller.
• Step 3: Salutation and Introduction: Greet the caller with a professional salutation and introduce the company.
• Step 4: Introduce Yourself: Introduce your role to the caller.
• Step 5: Offer Help: Ask "How may I assist you?"
• Step 6: Listen and Acknowledge: Actively listen and acknowledge the caller by acknowledging concerns, criticisms, or objections.

Placing the Customer on Hold

• Step 1: Seek permission ("May I place you on hold?")
• Step 2: Explain why the hold is necessary
• Step 3: Give a time frame estimate ("I'll be right back")
• Step 4: Wait for permission
• Step 5: Keep checking back and notifying the caller on hold about progress or any delays.
• Step 6: Thank the caller for their patience upon returning.

Controlling the Conversation

• Step 1: Don't initiate unnecessary conversations.
• Step 2: Reply minimally and avoid being aggressive.
• Step 3: Redirect to the purpose of the call.

Remember

• Avoid eating, chewing gum, or making noisy sounds.
• Don't use the mute button; use the hold feature instead.
• Maintain communication during holds by keeping the caller informed or asking questions.

Ending the Call

• Step 1: Summarize actions taken to resolve their issue.
• Step 2: Indicate future service access (e.g., website or online tools).
• Step 3: Offer additional assistance ("Is there anything else?").
• Step 4: Provide a positive close ("It was wonderful speaking with you").

Call Listening

How to Give Your Voice a Personality

• Clarity: Speak clearly and distinctly, with appropriate volume.
• Expressiveness: Vary tone and pace to create a positive experience.
• Conversational Tone: Keep tone and language natural and simple; convey you are a person, not a machine.
• Alertness: Use an energetic, positive voice that reflects a keen attention to the conversation
• Pleasantness: Avoid monotone voice; vary pitch smoothly and naturally.

Activity

• Volunteers can practice telephone etiquette on tasks such as flight announcements, recorded audio, and company IVR.

Learn telephone etiquette for positive customer service. Cover inbound/outbound calls, hold procedures, and conversation control. Master tone and professionalism to build rapport and create lasting positive impressions.