Telephone Etiquette

Placing a Call

Keep the frequently called numbers handy
Double check the name of the person you want to call
Do you know how to pronounce his name?
Is the phone number correct?
Is it an appropriate time to call?
Ask caller if it is OK or convenient to speak?
If the line has disturbance, tell the caller that you will call back

Some Basic Guidelines

Identify yourself when making a call
Address the caller by his name in a courteous manner
Keep conversation brief
Never be curt
Never be impatient
Listen carefully
Do not interrupt
Do not eat or chew something while speaking on phone
If you wish to put the caller on hold, request his permission to do so
Close your conversation with an appropriate salutation
Let the caller hang up first
When you receive a call, pick up the phone within three rings
Answer the call
In case of missed calls, return the call within a reasonable period of time

While Speaking

Prepare and plan the contents and sequence of your communication/conversation
Speak slowly
Pronounce words correctly
Don't mumble, speak clearly
Use good mannerly language
Don't be crude in your expressions
Use appropriate salutations at appropriate times during the conversation
Use phrases/words like: I appreciate your assistance, Thank you, May I request you, etc

Placing Call on Hold

Request caller if you can keep on hold
Show courtesy in your communication
In case it is taking long time, keep coming back to caller and tell reasons of the delay
Tell the duration of wait time or delay and ask caller if he will like to be put on hold for that much duration
Offer to call back if the delay is more and caller does not want to be put on hold for that long

Wrong Numbers

If you reach a wrong number and you are told that it was a wrong number, express regret
If some one calls you by mistake, inform the caller politely that he reached a wrong number
In case the caller has reached you while trying to reach another person in your organization, help him out by giving the correct phone number if you can find out or transfer the call to the right person

Managing Angry Callers

Listen his problem or complaint carefully
Do not interrupt him, let him finish the whole thing first
Do not show off or act smart
Do not say, "you are wrong"
Empathize with him
After he has finished, if appropriate, you may use the expressions like: I am sorry for the inconvenience or I appreciate what you are saying and in your place I would have been upset too
You should be good in your area of work and investigate about his complaint or problem and solve it
If you can not solve immediately, tell him the process of solving the problem and how much time it would take to solve
Do not mislead him
Call him back when you have the solution/information and give him that communication at the earliest possible; this feedback is important

Cell Phone Etiquette

Do not try to impress the people around by flaunting your latest gizmo
Do not use annoying, disturbing, jarring, funny ring tones
Respond within three rings
Don't shout over phone.
Your volume level of speech should be such that it does not disturb the public
Do not wear the ear piece when not using your cell phone
Switch off cell phone or keep it at vibrate or silent mode at public places like school/college class room, hospital, theater, cinema hall/multiplex etc
Switch off completely while traveling on an airplane
Do not use cell phone while driving
Do not ring people at in-appropriate timings, places or situations
Do use cell phones in any emergency- that is the real use of cell phone

For everything you wanted to know on building leadership and management, refer Shyam Bhatawdekar’s website: http://shyam.bhatawdekar.com

(Refer our High Quality Management Encyclopedia “Management Universe” at: http://management-universe.blogspot.com/)

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Business Management, Life Management, Self-help, Personality Development

HSoftware (Human Software) (The Only Key to Higher Effectiveness)
Sensitive Stories of Corporate World (Management Case Studies)
Classic Management Games, Exercises, Energizers and Icebreakers
Classic Management Games, Exercises, Energizers and Icebreakers (Volume 2)
Classic Team Building Management Games, Exercises, Energizers and Icebreakers
101 Classic Management Games, Exercises, Energizers and Icebreakers (available only as a paperback)
Stress? No Way!! (Handbook on Stress Management)
HSoftware (Shyam Bhatawdekar’s Effectiveness Model)
Competency Management (Competency Matrix and Competencies)
Essentials of Work Study (Method Study and Work Measurement)
Essentials of Time Management (Taking Control of Your Life)
Essentials of 5S Housekeeping
Essentials of Quality Circles
Essentials of Goal Setting
Essentials of Anger Management
Essentials of Assertive Behavior
Essentials of Performance Management and Performance Appraisal
Essentials of Effective Communication (soon to be published)
Health Essentials (Health is Wealth)
Soft Skills You Can't Do Without (Goal Setting, Time Management, Assertiveness and Anger Management)
The Romance of Intimacy (How to Enhance Intimacy in a Relationship?)

Novels, Short Stories, Biographies and Travelogues

Good People (Dream of a Boundary Less World)- Novel, a refreshingly different love story (Also available under the title Love Knows No Bounds)
The Peace Crusaders- a most intriguing novel
Two Novels in One Book (The Peace Crusaders and Love Knows No Bounds)
Funny (and Not So Funny) Short Stories
Stories Children Will Love (Volume 1: Bhanu-Shanu-Kaju-Biju and Dholu Ram Gadbad Singh)
My Father
Travelogue: Scandinavia, Russia
Travelogue: Europe

For More Guidance, Assistance, Training and Consultation

Telephone Etiquette

Friday, December 5, 2008

Telephone Etiquette

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