Podcast
Questions and Answers
What is an essential element of telephone etiquette?
What is an essential element of telephone etiquette?
- Showing consideration for the other person's limitations (correct)
- Avoiding any form of communication
- Speaking rapidly to convey urgency
- Being assertive to dominate the conversation
Which phrase should be avoided during a phone call?
Which phrase should be avoided during a phone call?
- Let me find out for you
- You have to (correct)
- I need to help you with this
- Here’s what we can do
What is a better alternative to saying 'I don’t know'?
What is a better alternative to saying 'I don’t know'?
- I have no idea
- That’s incorrect
- I'm not sure about that
- That’s a good question; let me find out for you (correct)
Why is it important to use positive expressions during a call?
Why is it important to use positive expressions during a call?
What should you do instead of saying 'No' to a customer?
What should you do instead of saying 'No' to a customer?
What is a recommended phrase to use after being asked a question you're unsure about?
What is a recommended phrase to use after being asked a question you're unsure about?
How should you handle a situation where you need to ask a customer to wait?
How should you handle a situation where you need to ask a customer to wait?
How can you initiate a telephone conversation with professionalism?
How can you initiate a telephone conversation with professionalism?
What is an important first step when dealing with a difficult caller?
What is an important first step when dealing with a difficult caller?
Why is it important to apologize to the customer after they explain their problem?
Why is it important to apologize to the customer after they explain their problem?
What should you avoid doing while a customer is explaining their problem?
What should you avoid doing while a customer is explaining their problem?
How should you respond after understanding a customer's issue?
How should you respond after understanding a customer's issue?
After apologizing, what is the next step in handling difficult calls?
After apologizing, what is the next step in handling difficult calls?
What is a potential consequence of not fulfilling a promise made to the customer?
What is a potential consequence of not fulfilling a promise made to the customer?
Which of the following is a key reason for taking notes during a customer's explanation?
Which of the following is a key reason for taking notes during a customer's explanation?
What is a crucial attitude to display when asking a customer additional questions?
What is a crucial attitude to display when asking a customer additional questions?
What information should be verified with the caller when taking a message?
What information should be verified with the caller when taking a message?
Which of the following is an important aspect of voice mail etiquette?
Which of the following is an important aspect of voice mail etiquette?
Why is presenting a professional image important in telephone etiquette?
Why is presenting a professional image important in telephone etiquette?
When handling difficult calls, what is the first step you should take?
When handling difficult calls, what is the first step you should take?
Which phrase exemplifies a polite request on the phone?
Which phrase exemplifies a polite request on the phone?
What is an example of effective communication when taking a message?
What is an example of effective communication when taking a message?
Which of the following is NOT part of the recommended message-taking procedure?
Which of the following is NOT part of the recommended message-taking procedure?
What should a voicemail message ideally include?
What should a voicemail message ideally include?
Study Notes
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.
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Description
Test your knowledge on proper telephone etiquette with this quiz. You'll explore respectful communication, in-call skills, and effective message-taking techniques. Improve your phone skills and enhance your communication ability.
