Mastering Phone Etiquette and Social Media Interactions for Professional Communication, Slides of Personality Development

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Social Attribute for

Personality: Phone

Etiquette and

Netiquette

Introduction to

Modern

Communication:

Phone Etiquette

and Netiquette

In the fast-paced world of modern communication, mastering professional phone etiquette and netiquette guidelines is crucial for establishing a positive image. Understanding the nuances of effective communication over the phone and online is essential for building strong professional relationships.

Ētiquette is a French word means “ticket”. In 16th-century, Spaniards adopted the French word (altering it to etiqueta), and used it to refer to the written protocols describing the behavior demanded of those who appeared at court. Eventually, etiqueta came to be applied to the court ceremonies themselves as well as to the documents which outlined their requirements. Word of this linguistic development got back to the French, who then expanded their word’s meaning to include “proper court behavior” along with its “label” sense. By the middle of the 18th century English speakers had taken on etiquette as their own, applying it to the rules that indicate the proper and polite way to behave, whether in the presence or royalty or not.

Did you know?

Phone Etiquette Dos

Phone

Etiquette

Dos

Smile

According to a study, a smile can actually be heard through the phone. This is because when a person smiles, they tend to use a more friendly tone of voice. When a caller hears your smile over the phone, they are likely to smile themselves. With all of these smiles, your customer has a greater chance of feeling heard and having a positive interaction with your business.

Phone

Etiquette

Dos

Control The Call

Over the phone, a caller has only a person’s tone of voice and attitude on which to base their opinion. A tone that displays confidence will have an advantage over a weak tone. Furthermore, a confident tone commands attention, gets interrupted less often, and is more likely to instill confidence in the caller or customer.

Phone Etiquette Donts

Phone

Etiquette

Donts

Don’t Rush the Caller

One thing you should never do while answering phones is rush or interrupt the caller. When you interrupt someone in a conversation, it implies that you already feel like you know what they will say. When you cut them off, it makes it look as if you think you know what they’re dealing with. This is something that can definitely agitate a customer, so it is best to avoid interrupting anyone.

Phone

Etiquette

Donts

Don’t Engage in Other

Activities

Always listen carefully to what the caller is telling you. While on the phone, it is easy to be distracted and let your mind wander or even do other things such as cleaning up your desk or eating. But the time you or your operators spend with the caller should be all about the caller.

ANSWERING

PHONE CALLS

Answering Phone Calls

1. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.
2. The greeting is key, it sets the tone and style of the whole interaction.

Customer forms a mental

PICTURE of you

P -PITCH I -INFLECTION C -COURTESY T -TONE U -UNDERSTANDING R -RATE E -ENUNCIATION

Tips for Phone Etiquette

In the course of the conversation:

• (^) Focus your attention on the Customer.
• (^) Enunciate/articulate clearly. Speak distinctly.
• (^) Use simple English - avoid Jargon and Acronyms. Use action specific words and directions.
• (^) Use the Customer's name during the conversation.
• (^) Always speak calmly and choose your words naturally.

Tips for Phone Etiquette

Avoid forbidden phrases:

• (^) "I don't know."
• (^) "I/we can't do that.'
• (^) "You'll have to...."
• (^) "Just a second."
• (^) "No."