Unit 2

Telephone Etiquette

• Respectful communication with the person on the other end of the line.
• Considerate of the other person's limitations and allows them time to speak.
• Clear communication is essential.
• Aspects of communication not visible during a phone call:
  • Facial expressions.
  • Gestures.
  • Eye contact.
  • Reaction to the conversation.

Phone Greeting

• Avoid overly formal greetings that include department names and titles.
• Instead, use a simple "good morning" and "my name is [your name], how may I help you?"

In-Call Skills

• Avoid phrases such as:
• I don't know.
• I/we can't do that.
• You have to.
• Just a second.
• No.
• Positive alternatives for "I don't know": "That's a good question; let me find out for you".
• Provide solutions instead of saying no.

Taking Messages

• Capture the following information:
  • Caller's name and company/department.
  • Correct spelling of the caller's name.
  • Date and time of the call.
  • Complete telephone number.
  • Brief explanation for the call.
• Verify information with the caller.

Voice Mail

• Messages should be brief and to the point.
• Include department and name.
• Clear instructions on what the caller should provide, such as:
  • Name and phone number.
  • Best time to return the call.
  • Brief summary of the reason for calling.

Being Polite

• Use polite phrases like "May I know who's speaking?" instead of "Who's speaking?".
• Instead of "I want to..." use "I'd like to..."
• Don't use direct commands like "Pass me to..." Instead, ask politely "Could you pass me to...".

Handling Difficult Calls

• Be part of the solution, not the problem.
• Let the customer express their feelings without interruption.
• Don't tell them to calm down.

Handling Difficult Calls Steps

• Pause to allow the customer to express their feelings.
• Acknowledge their concerns to show empathy.
• Clarify the details to fully understand the issue, ensuring it's done tactfully and patiently.
• Respond positively to the issue while avoiding overpromising.

Handling Difficult Calls: Specific Tips

• Listen to the entire story first before attempting to solve the problem.
• Apologize for any inconvenience.
• Ensure you understand the details before trying to solve the issue.
• Stay positive and helpful throughout the interaction.
• Listen actively and take notes.
• Ask how you can help.
• Don't interrupt the customer.
• Apologize sincerely for any inconvenience.
• Reflect on notes to understand the details.
• Demonstrate that you're trying to help.