Telephone etiquette tips

[silver_corolla]

Some tips that you might be useful in the company

Inquirer News Service By Lia S. Bernardo

IN RESPONSE to numerous inquiries on telephone etiquette, I put together some tips that you might find useful in your respective companies.

Before you answer, be prepared (this includes knowing how to use the phone/system features):

1. Turn away from your computer, desk or other work.

2. Have pens, pencils and notepaper handy.

In answering the phone:

3. Answer calls promptly, by the second or third ring.

4. Smile as you pick up the phone.

5. Assume your "telephone" voice, controlling your volume and speed.

6. Project a tone that is enthusiastic, natural, attentive and respectful.

7. Greet the caller and identify yourself and your company/department/unit.

8. Ask, "To whom am I speaking?"

9. Ask, "How may I help you?"

In the course of the conversation:

10. Focus your entire attention on the caller.

11. Enunciate/articulate clearly. Speak distinctly.

12. Use plain English and avoid unnecessary jargon and acronyms.

13. Use action specific words and directions.

14. Use the caller's name during the conversation.

15. Always speak calmly and choose your words naturally.

16. Use all of your listening skills:

a. Focus your full attention on the caller and the conversation.

b. Listen "between" the words.

c. Use reflective/active listening to clarify and check for understanding.

17. If there is a problem, project a tone of concern.

18. Avoid the five forbidden phrases.

a. "I don't know"

Instead, say: "That is a good question; let me find out for you" or offer to connect the caller with someone who could provide the answer.

If a call involves some research, assure the person that you will call back by a specific time. If you do not have an answer by the deadline, call back to say, "I don't have an answer yet, but I'm still researching on it."

There is no excuse for not returning calls.

b. "I/we can't do that."

Instead say: "This is what I/we can do."

c. "You'll have to"

Instead say: "You will need to" or "I need you to" or "Here's how we can help you."

d. "Just a second"

Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.

e. "No."

Instead: Find a way to state the situation positively.

19. Use "LEAPS" for the emotional caller.

L Listen. Allow the caller to vent.

E Empathize. Acknowledge the person's feelings.

A Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened" and mean it.

P (Be) Positive

S Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help and, if reasonable, do it! If not, find a compromise

[yebo]

"yeah, hello?" = whadafakdoyouwant?

"What seems to be the problem?" = it's an statement, not a question. it means "don't bother me!"

"have you done everything in the manual?" = you id!ot!

"is the light on?" = oh you're such an id!ot!

"is the power cord plugged in?" = neanderthal!

[RedHorse]

dugtong sa post ni yebo:

and carefully place the computer to its original box, seal with a tape..

"and why I should do that?"

because you don't deserve to own one!

[kingkaboodles]

rofl!

[gretzy]

for me, always remember to be courteous. voice modulation is also important

[ILuvDetailing]

haay naku samin minsan, ayaw sabihin yung pangalan lalo na pag hinahanap si erpats o ermats eh di naman namin binibigay pag ayaw nila sabihin sorry na lang sila.

Di pwede english samin, baka bagsakan ka ng telepono, unless supplier tumawag.

Minsan pag hello mo, babagsakan ka ng telephono.

Pag lunch break, tawag ng tawag, walang sumasagot kasi kumakain lahat, aba lahat ng # tinatawagan, tapos pag tatawag kami sa kanila ng ala una kumakain daw, baligtad ata.

Nagpapafax, pero pag fax mo palaging busy telephono, o kaya sinasagot... "hello, hello, hello, HELLO!!! HELLOOO!!!" eh wala namang reciever fax namin so di naming masabi "Fax tone please."

[theveed]

Para sakin, walang tatalo sa mga tumatawag tapos sasabihin agad...

"SINO TO?"

[carlocaraddict]

Para sakin, walang tatalo sa mga tumatawag tapos sasabihin agad...

"SINO TO?"

Meron ako minsan tinawagan: "Hello sino po ito?" derederecho. I was about to great the one who answered "Good Morning" pero na udlot

[chieffy]

Good morning, this is chieffy of tsikot.com T.E.R.M. department how may i help you?

ang habaaaaaaaaaaa

[stinkaboy]

Para sakin, walang tatalo sa mga tumatawag tapos sasabihin agad...

"SINO TO?"

[ts1n1ta]

Para sakin, walang tatalo sa mga tumatawag tapos sasabihin agad...

"SINO TO?"

ay true. kabagot

haay naku samin minsan, ayaw sabihin yung pangalan lalo na pag hinahanap si erpats o ermats eh di naman namin binibigay pag ayaw nila sabihin sorry na lang sila.

ahahaha can very much relate to this. At sa fax den.. nde ba nila alam ang auto fax? amp.

[cutedoc]

basta wala kang masasaktan na tao ok lang, follow your etiquette correctly