TELEPHONE TECHNIQUES & ETIQUETTE

Instead of being irritated when the phone rings, tell yourself,
“That’s my job calling!”

Some Great Practical Tips To Handling Telephone Calls And Essential Telephone Etiquette
Get through the small talk quickly. Get right to the point and stay there. Bring calls to a prompt close. Be firm, but don’t be rude.

     Tell people who call you when you prefer to receive calls or when you are most likely to be in.
Consider alternatives to phone calls such as fax, memos, or electronic mail.

Record and analyze your telephone calls periodically. Find out what is really happening on your telephone.  Use voice mail systems or call-forwarding or answering machines when you are gone.
Plan your calls. Have information at hand. Make an agenda. Organize yourself before you call. Be prepared to talk. Unplanned calls take 57 % more time.

Smile when you are talking on the telephone. This conveys a more positive image and get better results in less time.

     Tell long-winded callers that you have another call, appointment or emergency. As a last resort to get rid of long-winded callers, hang up...while you are talking.

Good message includes name, number, reason for call, what you need from person, company, time -  when to call you back, when you will call again, who the person can talk to if you are not in.

To end calls quickly, try saying to the caller: “I was just walking out the door.” “There is someone in my office now.” “I have got a call holding on another line.” or “I am in the middle of a meeting.”

If you are pestered with an unsolicited call, press the hold button and go about your work. See how long it takes the caller to realize you are not there.

Put the caller on hold to give yourself time to think, regroup or develop a strategy. If you are requesting action, make those calls early in the day, or late at night on their voice mail.

Essential Telephone Etiquette Rules
• Wish the caller and mention your name when you pick up a call within 3-4 rings. Do not use vulgar words while making calls.
• Know the extension numbers of your colleagues.
• Pick up your colleague’s call when they are not around.
• Do not put the phone down or slam on the caller.
• Have a pen and paper ready when you pick up a call.
• Do not spend too much time on irrelevant issues over the phone.
• Leave a message when the person does not answer the call.
• Stop talking with someone when you pick up a call.
• Do not make calls in a noisy environment.
• Return calls the same day or at the soonest possible time.
• Sound professionally enthusiastic and interested over the phone.
• Conclude calls asap and do not put the caller on hold for a long duration.
• Inform caller of next destination when you are passing on a call.
• Do inform your colleague who the call is from and why, when    
   passing on calls.
• Do not shout or talk too fast, softly or too soft over the phone.
• Do not invite too many social calls.
• Do not answer unimportant calls during meetings or seminars.
• Do not chew food or drinking while conversing on the phone.
• Be prepared on what to say when making a business call.
• Rephrase important matters before ending the call.

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