This PowerPoint presentation delves into the importance of telephone etiquette in professional and personal settings. It provides practical tips and guidelines to enhance telecommunication skills and ensure effective and respectful conversations over the phone. This presentation is designed to equip the audience with the necessary skills to communicate effectively over the phone, handle difficult calls, and leave a positive impression on callers. Whether you’re a professional aiming to improve your telecommunication skills or an individual interested in enhancing your phone etiquette, this presentation will serve as a valuable resource.

1. Telephone Skills & Etiquette
Presented by
Dr.M.Sasidharan

2. Objective
• Improve Comfort and Confidence on the Telephone
• Use Strategies that get Results
• Enhance your Brand by providing Excellent Customer
Service over the telephone

3. Topics Covered during the Day
• Self Evaluation
• Why should I Improve
• Dimensions of
Customer Service
• Positive Attitude
• Managing the Call
• Managing the Angry
• Managing Abusive
Caller
• Transferring a Call
• Taking a Message
• Managing Stress
• Role Play with
Situations

4. Self Evaluation & Motivation

5. 1. How long does it take you and/or your
switchboard operator to answer the phone?
a) 5 rings or less
b) 3 rings or less
c) under 3 rings

6. 2. Have you ever said, “Please hold” to a caller?
a) yes
b) no

7. 3. How long does it take a person on hold to become
annoyed?
a) 2 minutes
b) 30 seconds
c) 1 minute
d) 17 seconds

8. 4. When you’re talking on the phone while a visitor
walks in, who gets priority?
a) the visitor
b) the caller

9. 5. When receiving a call for a co-worker, how are you
most likely to respond?
a) “He’s not in right now, so I’ll have to take a message.”
b) “He’s still at lunch. Can I take a message?”
c) “He should be back soon. Could you call back in about
15 minutes”

10. Why Should I Improve my Telephone
Skills?
• Every call is an opportunity to enhance customer
relations and build your brand
• Satisfying customers over the telephone is often more
challenging than serving face-to-face
• The typical person tells 20 people about a negative
experience
• The difference between a positive and negative
experience with a call is you

11. What every Customer Needs..?
To Feel Comfortable
Immediate Attention
To be Taken Care of
Positive & Proactive Response
To be Well Informed
To be Understood
To be Valued
To be Acknowledged, Recognized and Remembered

12. Dimensions of Customer Service
Genuine Concern
Proactive & Speedy Response
Professionalism
Accurate Information
Reliable Follow-through

13. Positive Attitude
• The Engine that drives Excellent Service
• Reduces Stress at both the ends – Caller & Receiver

14. The Forbidden Phrases
1.“I Don’t Know”
2.“I/We Can’t Do That”
3.“Just a Second”
4.“Hold on”
5.“Who is this”
6.“I’m not Responsible”
7.“You are Wrong”
8.“… is Not Available now”
9.“No”

15. 1. “I Don’t Know”
• “That’s a good question, let me find out for you”

16. 2. “I/We Can’t Do That”
• “Here’s what we can do.”
– Everyone expects that something can be done about any situation. By
offering hope, you will be seen as a problem solver.
• “Here’s how we can help”
• “Here’s what needs to be done”
• “I believe we can offer (alternative) ...will that work for you?”
• “I need to”
– When someone is calling you for help, avoid putting the responsibility
back on them by using the “you” word.
– Give options using the words “we” or “I”.

17. 3. “Just a second”
• Give an honest answer about how long it will take
you to complete whatever you are doing AND tell
them what you are doing
• Use the hold button

18. 4. “Hold on”
• “Will you please hold while I…” or
• “May I please put you on hold?” (and wait for the answer)
• Once you have placed a caller on Hold, check back every 15-
30 seconds to update them
• Thank them for holding and be as specific as you can about
how much longer you expect to keep them on Hold
• Each time allow them the opportunity to decide if they would
like to continue Holding

19. 5. “Who is this?
• “May I have your name please?” or
• “Who is calling, please?” or
• “May I ask who’s calling please?”

20. 6. “I’m not Responsible”
• “I’m sorry you’re having this problem, what can I do
to help?”
• “I understand what you are going through..tell me
how can “I” help you now?”

21. 7. “You are Wrong”
• “If I understand you correctly, you were promised…”
– “Let’s figure out how we can resolve this.”
• “If I understand you correctly, you are saying that…”
– “Ok.. Let me check up. May I put you on hold for 30
seconds..?”

22. 8. “… is Not Available now”
• “Sir/Madam, our executives are available from
Monday to Friday from 9am to 6pm..”
• “May I take your contact details so that one of our
engineers can call and help you out..”

23. 9. “No”
• Try to find a way to state the situation positively
• The customer is not always right but is always the
customer.
• They hate to hear “no”, as they expect their situation
will be resolved to their advantage
• If you can’t do what they are asking, be sure to tell
them what you can do

24. Managing the Call
1. Answer Promptly (within 2 rings)
2. Greet & Treat the Caller
3. Exchange Names
4. Offer Help
5. Listen & Acknowledge
6. Respond
7. End the Call

25. Example – Managing a Call
1. Pick up the phone in 2 rings..
2. Good Morning & Thank you for calling…
3. This is Raj, May I know you name please”
4. How may I assist you today?
5. Yes, Mr. Ramesh, I understand your problem, I will check on
the status, would please hold on for 15 seconds…
6. Thank you for your patience, I have registered your complain
and it would be resolved within 24 hours of time..
7. Thank you for calling.. Wish you a pleasant day ahead.

26. Exercise: Turn Negative Into Positive
• “No”
• “Hold on for a minute”
• “It’s not our problem”
• “He’s not in yet”
• “Your file must be lost”
• “That’s not my job”
• “We never received your application”

27. Managing the Angry Caller
• Listen Actively & Be Empathic
• Identify the Feeling and Acknowledge
– “I understand sir that you are very angry with our service”
• Ask questions to understand better
• Get the complete specifics about the complaint
• Summarize the problem to the caller’s
• Get an agreement from the caller to express that you have understood the
problem
• Offer how you can now solve this problem. Also give choices &
alternatives if possible
• Whenever possible, delight the caller by doing something extra

28. Managing the Abusive Caller
• The caller goes beyond expressing anger
• Begins attacking the person handling the call
• Often includes slang language, swearing and personal attacks
• Do not react to the attacks or take it personally
• Stay Calm, Listen, Pause and Express your concern
– “Sir, if you continue using such language, I will not be able to help you
any further”
– “Sir, if you continue using such language, I will have to end this call”

29. Transferring Calls
• Do not just transfer the call
• When the caller needs to be transferred, be polite and ask for permission
• Give the caller the name of the person to whom you are transferring them
• If at all possible, stay on the line until the transfer is complete
• If you have a frustrated caller who has been transferred several times
already, do not transfer them again
• Take ownership of their situation. Take the caller’s name and number, find
the appropriate person and have them return the call
• Check back to make sure the caller’s situation has been resolved. The
caller will always remember your kindness and will tell others about your
Excellent Customer Service

30. Taking Messages
• When taking a message for someone else, be sure
you get the following information:
– The caller’s Full Name, Organization & Department
– Date and Time of the Call
– Telephone & Mobile Number
– Purpose of the Call
– Any Action that the caller wishes (ex: he will call back or
wants the person to call back urgently)

31. Managing Stress
• Take a break
• Focus on your Breathing, Deep Breaths
• Stretch a Little
• Palming for your eye
• Remember to Drink Water frequently
• Practice Smiling before a Mirror

32. Role Play with Situations
• Two Partners

33. Designed & Presented by
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