Transcript Topic 3 PowerPoint

TELEPHONE ETIQUETTE
• Answering the Phone (If not done properly, can
leave extremely bad impression)
• Before answering the phone
– Discontinue other conversations.
– Stop eating, drinking, chewing gum, etc.
– Try to answer before the _________ring.
• Answer phone in _________________and
________________ manner. Identify yourself and
sometimes your place of business.
• Research shows that a person’s opinion regarding a
person’s education, background, ability and
personality with whom they are speaking on the
phone can be made in _________seconds.
(Also forms opinion about the entire business or
organization)
• Use: good _______habits
• Not: “Hang on,” “Yeah,” “Okey-Doke,” “Uh, dunno
where he is.”
If call is not for you and intended
party has to be located
• Use the ________________button rather than
covering with hand.
• Before putting person on hold, ask permission
“Would you mind if I put you on hold for a
minute?” Or, “One moment please.”
• Not “Wait a minute.” Or “Hang on.”
• When you return, say “Thanks for waiting.”
• Not “I’m back.”
Person is unavailable
• Do not share anything else about that person’s
activities or location unless you have permission to
do so.
• Use… “He/she is not available. May I take a
message or transfer you to his/her voice mail?”
• Not… “I don’t know where she is.”
“He’s in the men’s room.”
“He hasn’t come in yet.”
“She is busy.”
Note: Always jot down notes during all calls.
Telephone Etiquette (cont.)
• Making calls
• Prepare notes before making call.
– Identify ___________ and ______________.
– If they don’t identify themselves, ask “To whom am I
speaking?”
– Ask, “Do you have a minute?” or “Is this a good time to
reach you?”
– Using Call Waiting. Ask ______________ before putting
the person on hold.
Voice Mail Etiquette (cont.)
• Your Greeting (If not done properly, can leave
extremely bad impression)
– Record your own greeting. Not someone else or the
phones’ default. ____________ nonsensical greetings.
– ________your greeting and listen to it before saving it.
– Include your name and company.
– Be sure there is no background music, talking or other
noise that might be picked up by the recording.
Voice Mail (cont)
• If unavailable for several days, state when you
will return and leave an emergency number if
possible.
• Check voice mail daily. Try to return messages
within ______hours (even if you don’t have
the information requested).
Voice Mail Etiquette (cont.)
• Leaving a Voice Mail Message (Extremely important)
– Speak ___________ and ______________.
– Keep messages _____________ and to the point. Use
____________________. (leave a good impression!)
– Leave the date and time you called.
– Leave your name and number at the ______________
AND at the ____________of the message.
– Avoid having extraneous noise or talking in the
background.
Cell Phone Popularity
• 250 million plus subscribers in the U.S.
(82% of population)
• 500 million subscribers with China Mobile.
• Market continues to grow rapidly.
CELL PHONE ETIQUETTE
• Survey by Sprint found that _______percent queried said
people were less courteous on their cells phones today than
5 years ago.
• Yet, _______percent of respondents also felt they “very
courteous” or “somewhat courteous.”
• Use same etiquette suggestions mentioned for telephone –
PLUS
– Appropriate location (NOT: libraries, theatres,
churches, public transport, meetings, classrooms, etc.).
– Stay 10 to 20 feet away from others if at all possible.
Cell Phone Etiquette (cont.)
- Speak________, watch tone (___________) and content
(________________).
- Reduce volume of ring tone. Avoid ___________tones and
use vibrate whenever possible.
- Do not dial while driving…
- _________percent of motorist text message while
driving.
- Research shows drivers using cell phones are
_________times more likely to get into crashes. No
difference between hand-held and hand free phones.
Reflexes up to 18 percent slower.
Car and Driver Magazine