UNIT- 1 Tele-Etiquettes B.Sc.

Telephone Etiquettes Some people still prefer Telephone communication. It always gives a personal touch, more clarity, and a positive impression when Telephone communication takes place.

Telephone etiquette implies the manners of using telephone communication including the way you represent your business and yourself, greeting the receiver, the tone of voice, the choice of words, listening skills, the closure to the call, etc.<br>

Importance of Telephone Etiquette Telephone etiquette is essential when you communicate on the telephone. The customer analyses you and your business according to your communication. Following point shows how important it is to have telephone etiquette while talking on the telephone:

Professionalism:
Communicating with telephone manners always shows your professionalism. It makes the customers believe that their work is in good and safe hands. Most likely they would repeat the deal.

Impression:
The impression that you create on telephone communication has a lasting effect. The telephone etiquette you follow makes the receiver feel respected. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Loyalty and Trust:
Telephone etiquette builds the trust of your potential customers. It makes them loyal to you and purchases the products and services from you frequently.

Customer Satisfaction:
When the customers get satisfied with the telephone conversation, they are sure that their needs and requirements will be satisfied in-person\personally also. It gives them a consistent and well-rounded experience. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Telephone Etiquette Elements Every caller has their way of talking on the phone. However, there are some set of rules and telephone etiquette guidelines that should be followed whenever you have telephone communication. These are briefly discussed as follows:
Friendly greetings
The way you greet your caller must be warm and pleasant. The call should get a feel that you are alert and attentive to his call. The cheerful and positive greeting will get back the same enthusiasm. Start with a proper salutation, thank you for calling, a brief introduction of yourself and the business and then enquire about the reason for calling.
Body language
Gestures, facial expressions, body language also have an impact while you communicate on the telephone. While you talk on the phone, a cheerful voice and a bright tone give the feeling to the receiver that you are relaxed and at ease. Thus, body language has its communication even when you talk on the phone. Professional body language gives a good impression. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

The Tone of Voice
The attitude on the phone gives customers opinions about your Business. Also, the attitude is conveyed through the tone you adopt to talk. The tone of your voice should be confident as well as respectful towards the caller. A pleasant pitch of voice gives a sweet note to the ears.

Tact
Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on the phone. At such times, it becomes imperative\very important to handle the situation tactfully. The choice of words should be soft yet stern and should not at all offend the caller.

Active Listening
An important point that office phone etiquette considers is active listening. You should provide undivided attention to your caller with the least possible disturbances. It gives the impression that you care about the customer and his needs. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Appropriate Closing
While bidding\permission goodbye, always thank your customer and ensure that all that he wants to convey is completed. This ensures the customer that your Business is a customer-driven\focused one. Also, try that the customer hangs up the call. This ensures there are no accidental hang-ups. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Business Phone Etiquette Tips

Let us discuss some of the Business phone etiquette tips:
Try answering the calls in the first two or three rings. This gives the feeling of being valued.
The call should start with giving identification of yourself and your business to avoid any confusion.
A positive tone of voice always has a better response back and helps to build a good rapport\bond.
A friendly and cheerful body language is always preferred.
Always have minimum possible interruptions and distractions when you are on a phone call.
Active listening and taking notes in parallel is beneficial for giving periodic affirmation\confirmation of understanding the customer B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Any customer always prefers a polite and sympathetic honest message.
Before placing the call on hold for any reason, seek permission from the caller.
Ensure all the requirements and queries of the caller are solved before you appropriately close the call. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Golden Rules for talking on the Phone Some Golden rules for people when they are in a call are-

Answering the Call-
How one manages the calls they receive will determine the impression of the brand they represent. The first words the person speaks will give the caller an idea of how one is. Nobody likes to handle a call with a lazy customer service representative of a company. While attending a Business or work-related call, professionalism must be the priority in mind throughout the call. Knowing the Business and its guidelines is a crucial aspect of determining any issues the caller might be experiencing.

Listen is the Key-
One should always let the caller speak and determine their problem in detail before cutting them or offering a solution. No one likes to be unheard and the person who called should feel that his opinions and problems really matter to the person who is on the call with them. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Putting Someone on Hold-
No one likes to be put on hold. Especially during a Business call when the client or customer has some questions regarding the service, putting it on hold can be a task that is necessary. The person should know before they'll be put on hold and should not be left on hold for a very long time. This will annoy the customer and they might not wish to call again or buy again from one's organization.

Every Call is Important-
One should never answer according to their mood and always stay calm while talking to clients or customers. No problem is a small problem when it comes to customers and it should always be kept in mind. Making every client feel important will build trust and loyalty within them and is very important for the general belief in the organization. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Dos and Don’ts of Telephone Etiquette DO –
Smile when you talk to people. Although they might not be able to see you, a smile can be heard in your voice and the caller will be much more relaxed in their conversation with you. People love talking to happy people.

DON’T –
Be distracted. Although the caller may not be able to see what you’re doing, if they don’t have your full attention it will be heard in your tone and responses. Distractions can be anything from responding to an email, replying to a text, scrolling through online shopping, reading a news article. If you wouldn’t do these things with the person in front of you, don’t do it when you’re on the phone. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

DO –
When you answer the phone, greet the caller warmly and advise who they are talking to. Always answer the phone with your name at the end of your greeting. You will have an upward inflection on your name which will stay in the mind of the caller. Personal calls received should also be formalized. Some ways you can answer the phone are “Hello this is (say name)” and business calls can be answered with ‘’Good Morning/Afternoon, (say business name), this is (say name)”.

DON’T –
Shout or whisper. Being overly loud or overly quiet can make a phone conversation very awkward and might mean you don’t get all of the information to the person on the other end. Try and speak in a calm tone that will be easy to hear and understand. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

DO –
Speak clearly. You have something to say and the person at the other end wants to hear it. No one wants to repeat themselves many times during a conversation. Speak as clearly as possible to avoid this.

DON’T –
Leave the caller on hold for too long. No one likes sitting on hold. If you leave your caller on hold for too long they may think they have been forgotten and may hang up. If this is a business call this could result in a lost sale or an unhappy customer.

DO –
Make the caller feel welcome. Although it is a phone call, if your answers are short or you don’t sound interested, the caller may leave the call feeling unwelcome and that their query hasn’t been answered or problem resolved. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>

Conclusion Appropriate telephone etiquette is essential as usually, communication on the telephone is the first contact point for your business. Thus it becomes critical to leave a positive lasting impression on all the customers to build up a distant relationship. B.Sc. Agriculture, Semester IV Ability and skill enhancement IV<br>