CBP Program – Business Etiquette

1. CBP Program – Business Etiquette Module 6: Telephone Etiquette

2. Module 6: Telephone Etiquette Objectives: • Describe the basics of cell phone etiquette • List the skills that the telephone customer care professional must possess • Explain the importance of mastering telephone technology and equipment • Explain the principles of answering the telephone courteously • Describe the importance of active listening in telephone customer care • Note the guidelines when putting callers on hold and transferring a call • Describe the methods of screening calls • Note the guidelines used when taking a message, handling voice mail, and closing a call • Outline the fundamentals of making telephone calls • Describe the methods of handling discourteous callers

3. Introduction Organizations depend heavily on telephones for gathering and disseminating information, as such telephone etiquette and telephone cultures in organizations are given great attention.

4. Cell Phone Etiquette The following are some etiquette guidelines for cellular usage: • Do not drive and use the cellular phone • If you must drive and use the cell phone, use hands-free • Don’t speak loudly when using cell in public places • Turn the ringer off in meetings and quiet places • Keep SMS short with basic courtesies • Ask people, “Do you mind if I make a call?” • Voice mail and caller ID help phone etiquette

5. Etiquette guidelines for cellular usagecontinued… Don’t record conversations or take pictures without permission Use ring tones that are not offensive Don’t play music or video that are offensive in the workplace Limit the use of cell phones in the workplace Don’t display offensive material on your cell phone’s screen Follow your company’s policies about cell usage Etiquette guidelines for Pager usage Turn off pagers when not in use Use vibration mode in meetings and quiet areas Asked to be excused if you need to make a call in response to a page Cell Phone Etiquette continued…

6. Telephone Etiquette Guidelines The major telephone etiquette requirements are covered in the following topics: • Mastering the telephone • Answering the telephone • Active listening • Putting callers on hold • Transferring a call • Screening calls • Taking a message • Using voice mail • Closing a call

7. Mastering the Telephone It is very important that you master the available phone technology. Some telephone systems are simple and can be mastered in five minutes, and some are so complex that require at least a week of training Guidelines for mastering telephone technology: • Depending on its complexity, allocate at least one day to learn the features of your telephone system • Review any training materials or manuals that describe the features of your telephone system

8. Mastering the Telephone continued… Practice the following features, placing special emphasis on the following: • Placing a call on hold • Putting a call on hold • Transferring a call • Forwarding a call to voice mail

9. Answering the Telephone Courteously Make sure to Create a Positive First Impression Guidelines required when answering the phone: • Make sure there are no distractions • Avoid eating, drinking, or chewing gum • Speak directly into the transmitter, and place ear firmly against the receiver • Three ring-policy! • Answer the phone • Greet the customer professionally (see next slide) • Offer your assistance to the customer • Be courteous if the caller has reached the wrong department and try to find out where they should call

10. Answering the Telephone Courteously continued… Professional Greeting: your greeting should be friendly and respectful, and should include your name. your greeting must display your willingness to serve. Example: “Good morning. Thank you for calling IBTA. This is Suzan speaking how may I assist you today?” * Good morning, good afternoon, good evening are excellent ways to greet customers. * If it is an internally transferred call, you need only give your name and probably state your department. If its an external call, you will need to state your company’s name.

11. Answering the Telephone Courteouslycontinued… Have you ever celled from someone and heard this: “I am sorry; no one has seen John today. If I see him, I will tell him you called.” Or “John had to go to the doctor because he isn’t feeling well. He may come in tomorrow.” The following would be a more effective way: “John is out of the office for the day. Would you like to leave a message for him, or may I be of some assistance?” Or “John is presently in a meeting; may I take a message for him, or can I assist you myself?”

12. Active Listening • Listening involves more than words, but messages. • Messages can be projected using voice, facial expressions, emotions, and body language. • At all times during the conversation, you should make the distinction between the following: • Questions • Statements • Objections • You should respond to the customer in the following manner: • Answer Questions • Acknowledge Statements • Resolve Objections

13. Putting Callers on Hold Recommendations for putting customers on hold: • Ask the customer’s permission first and wait for an answer • Inform the customer why its necessary to be placed on hold • Inform the customer how long the hold will be for • Thank the customer for holding when you return on the line

14. Transferring a Call The following are recommendations when transferring a call: • Make sure to transfer the call to the right person or department • Explain why the call needs to be transferred • Ask the customers permission; wait for a reply • Make sure the transfer is successfully received by the person or department • Inform the call details to the next person or department

15. Screening Calls Answer the phone by saying: “[Department Name], how may I help you?” If the caller asks to speak to the principle (for example), ask: “May I tell him/her who is calling?” and “May I ask what is this in regard to?” Wait for the principle to answer and announce the name of the caller Wait to see if the principle will take the call If yes, transfer the call If not, respond to the caller: “He/she is unavailable at the moment. May I take a message or would you like his/her voice mail.”

16. Taking a Message The following are recommendations when taking a message: • Be prepared when you answer the phone (have pen & paper) • Explain why co-worker cannot be reached • Provide an estimation of when your co-worker will be available • Provide some other options to service the customer needs • Forward the call to another helpful person • Offer to take the message; ensure that you get the person’s name, company, nature of call, time and date of call, contact information, and acceptable time frame in which the customer can expect a response • Offer your assistance • Ask them if they would like to leave a voice message

17. Voice Mail • Make sure your voice recording is friendly, professional, and personal. • Use the same recommendations in “taking a message” • Remember to change your message, to express the nature of your absence. Checking Messages and Returning Calls • Check your messages daily and return any responses with 24 hours • Reply, forward, or delete messages immediately. You should have only up to 20 messages total in your mailbox. • If you forward a message, explain to the forwarded recipient why you are sending it to them.

18. Closing a Call End Conversations Gracefully – there are several ways that you can end a phone call without sounding rude: • Leave the conversation open • Promise to finish your discussion at another time • End on an “Up” note • Tell the person how much you’ve enjoyed speaking with him/her Guidelines for closing the call: • Thank the customer for calling • Ask the customer if you can be of further assistance • Express your appreciation for the customer’s business • Confirm any action steps that have been agreed upon and assure the customer of their timely implementation • Let the caller hang up first

19. When Making Calls • Answer the phone by saying: “This is _________ . To whom am I speaking?” • Always know and state the purpose of the communication. • If you reached the wrong number say: “I’m sorry, I must have the wrong number. Please excuse the interruption.” • Fulfill your commitment to return a call as promised. If you cannot, call to postpone the call. • If you don’t leave a number/message for someone to call back, don’t be angry if he/she is not available when you call again.

20. Handling Rude or Impatient Callers Handling Rude of Impatient Callers • Stay calm • Show willingness to resolve the conflict • Think like the caller • Offer to have your supervisor talk to the caller • If you are the supervisor, speak slowly and calmly with the caller. Be firm and understanding.