Telephone Etiquette PDF - Beauty Care 10 - Acacia

## TELEPHONE ETIQUETTE **BEAUTY CARE 10 - ACACIA** ### GET READY FOR IT **SIT UP AND SMILE** * The passage suggests that technology, particularly the telephone and mobile phones, has changed the way we communicate. It allows us to share our ideas and thoughts without the need for face-to-face inte...

## TELEPHONE ETIQUETTE **BEAUTY CARE 10 - ACACIA** ### GET READY FOR IT **SIT UP AND SMILE** * The passage suggests that technology, particularly the telephone and mobile phones, has changed the way we communicate. It allows us to share our ideas and thoughts without the need for face-to-face interaction and eye contact. ### SPEAK CLEARLY AND DISTINCTLY IN A PLEASANT TONE OF VOICE A good first impression is important because it is formed in the first few seconds of contact and can influence a customer's perception of your practice. ### If the caller has reached the wrong person/department, be courteous. Sometimes they have been transferred multiple times. * If possible, attempt to find out where they should call/to whom they should speak, and provide a direct number. They will greatly appreciate it. ### THE GREETING * A bright, cheerful greeting will lift most people's spirits and set the proper tone for the call * The main idea of the text is that a bright and cheerful greeting can improve the mood of the receiver and set the tone for a positive conversation. ### speak clearly and at a conversational pace * This guide emphasizes the importance of making the caller feel valued and respected during a phone call. It provides practical tips for creating a positive first impression ### DON’T MUMBLE OR RACE THROUGH THE GREETING. * This can give the impression that you don't have time for the caller * Notice how each greeting is clear, concise, and conveys a sense of warmth and professionalism. * Remember, the key is to speak clearly, at a natural pace, and with a genuine tone of voice. This will help you make a positive impression on the caller and set the stage for a successful conversation. ### Be prepared with pen and message slip when you answer the phone * Always have a pen and a message slip ready when answering the phone. This ensures you can quickly and accurately record the message. ### When taking messages be sure to ask for: * Caller's Name: Ask for the caller's name and double-check the spelling if needed. * Caller's Phone Number and/or Extension: Include any relevant code or extension numbers for easy contact. ### Repeat the message to the caller: * After taking the message, repeat it back to the caller to confirm accuracy and prevent any misunderstandings. ### #Be sure to fill in the date, time and your initials * Be sure to fill in the date, time, and your initials on the message slip for future reference. ### #Place the message slip in the called party's inbox or in a conspicuous place in their office such as their chair * Be sure to fill in the date, time, and your initials on the message slip for future reference. ### Don't forget that you can transfer them to voicemail instead of taking a paper message, * But don't forget to ask, "Would you like me to transfer you to ?" Don't assume that the caller would rather go to voicemail. Always ask first. ### Why is It Important? * A customer'sfirst impression of your practice is formed during the first few seconds of contact over the phone or in person * More than 80% of your first time customers call before coming into your practice. ### It is often said that human communication consist of 93% body language... while only 7% of communication consists of words * Proper etiquette leaves callers with a favorable impression of you, your department and the practice in general. * Whether answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a certain level of professionalism. ### That customers may have already been interacting with their telephone key pad, and pre-recorded messages, * So some of the initial impression may be out of the hands of your agents. * Remember that you may be the first and only contact a person may have in your practice, and that first impression will stay with the caller long after the call is completed. * So the key moment is when the speaking starts. Engage the caller and get them on your side. * You need to lay the groundwork even before you pick up the phone ### How to End Conversation Gracefully * There are several ways that you can end a long phone call without making up a story sounding dismissive. Leave the conversation open. Promise to finish your conversation at another time. Tell the person how much you've enjoyed speaking with him/her. As long as you are honest and colite with other person, you should not have any problem ending a call or moving on to something else. ### Samile and the world Smiles with You * Body Language: While not directly visible, body language influences tone of voice and can be perceived by the caller. * Pleasantness * Informative * Courteousness * Responsiveness * Sincerity: This refers to genuine warmth and authenticity in communication. * Confidence * Rate of Speech * Smile * Good Listener: Active listening is crucial for understanding and responding appropriately. * Recallability * Attentiveness * Greeting: A welcoming and friendly greeting sets a positive tone. * Vocal Tone * Friendliness: This encompasses a positive and helpful attitude. * Articulate * Attitude * Helpfulness * Posture: Even though not visible, posture affects tone and confidence. * Demeanor ## THANK YOUUU!!