1. Telephone Techniques and Etiquette
BCS-BE3: Student practices proper oral communications that express wants, needs, and feelings.
Student demonstrates proper telephone techniques and etiquette
Organizes thoughts to reflect logical, positive, and tactful thinking before speaking
Business Essentials

2. Telephone Skills
Telephone skills are a very important part of your business communication.
Some tips for using your telephone effectively:
Manage its use
Schedule outgoing calls according to your schedule
Filter incoming calls so you aren’t interrupted
Business Essentials

3. Outgoing Calls Make a list of calls to make Prioritize calls
Reserve time for calls
Business Essentials

4. Greetings and Endings Why have appropriate greetings and endings?
Helps build a good relationship with callers
Avoids misunderstandings and wasting time
Business Essentials

5. Include these in a greeting….
Company name
Your name AND department
“How may I help you?”
Business Essentials

6. End a call….. “Do you have anymore questions?”
“Thank you for calling.”
Caller hangs up FIRST
Business Essentials

7. Information from caller…..
Caller’s name
Address
Telephone and fax numbers
Business Essentials

8. What to do about a complaint call…….
What is the problem?
Is the product your company’s?
How have you been using the product?
Have you tried to fix the problem?
Business Essentials

9. Why listen????? Show caller you are listening
“Yes”, “I see”, “Okay”, “Right”
Ask questions to get the correct information
What part is not working?
How many would you like to order?
What time can you be here?
Business Essentials

10. Course of action…..
Tell caller solution to correct problem and make sure this is Okay with caller
Make sure THEY understand the solution
Business Essentials

11. Take a message please…….
Date and time
Caller’s name and telephone number
Purpose of call
Action to be taken (give message to correct person, call back, send material, etc.)
Business Essentials

12. Difficult callers…… Listen Get the facts and details
Sympathize and offer to act fast
Apologize for any mistake
Stay CALM!!!!!
Business Essentials

13. Telephone Etiquette Tips
Be helpful
Don’t leave caller on hold indefinitely
Be attentive
Stay CALM!!!!!
SMILE
Business Essentials

14. Avoid……. More than 4 rings Eating and drinking Too friendly
Talking to others
Loud background noise
Speaking too quietly or too loudly
Speaking too fast
Business Essentials