Tetiquettes
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This document provides guidelines for effective communication over the phone, including tips for tone, pitch, volume, speed, questioning techniques, paraphrasing, word usage, receiving and making calls, and guidelines for substitution of certain words. The key aspects of communication covered are conveying the appropriate emotions and level of confidence through tone and pitch, speaking at an audible volume and comprehensible speed, using open and closed-ended questions, paraphrasing to confirm understanding, choosing words carefully, clearly identifying oneself and the purpose of calls, being empathetic, maintaining a positive tone, and summarizing before ending calls.
Tetiquettes
- 1. Welcome
- 2. Voice Quality Tone Pitch Volume Speed
- 3. Tone conveys your emotions Interested Bored Concerned Tired Enthusiastic Competent Polite
- 4. Pitch Keep it moderate or low Commands confidence, respect and knowledge of the subject High pitch may irritate the customer
- 5. Volume Not too loud (the volume may shadow the message) Not too low (the listener may have to strain to hear every word) Must be audible
- 6. Speed (Rate of Speech) Must be comprehensible Not too fast Not too slow
- 7. Protocols Mute If the wait is less than or equal to 5 seconds Hold Must have a valid reason and if the wait is more than 30 seconds
- 8. Three types of communicators Passive Aggressive Assertive
- 9. Passive Submissive to customer’s demands Unable to get their point across Get easily influenced End with a lose-win situation
- 10. Aggressive Generates friction with the customer Gets defensive and argues with customer The message to be conveyed is lost Usually has an arrogant tone End with a lose-lose situation
- 11. Assertive Able to balance the interest of customer and company More focused on what they say Respect difference of opinion Try to arrive at a solution through mutual acceptance End with a win-win situation
- 12. Questions Put you in control Demand answers Provide information Helps to find out how people think
- 13. Types of Questions Open-Ended Questions Closed-ended Questions
- 14. Open-Ended Questions Get the customer to talk beyond a “Yes” or a “No” Remember the 5 Wives and a Husband What, Why, When, Who, Where How
- 15. Open-Ended Questions Examples: 1. How are things going? 2. What seems to be the problem? 3. How do you think you will solve the problem? Are the door openers for other people to express.
- 16. Closed-Ended Questions Expects a single word answer or short answer from customer. Makes the customer speak to the point. Example: 1. May I know your name please? 2. May I have the model number please?
- 17. Paraphrasing Our interpretation of what the customer says. Tells the customer if we have understood his situation or not. Prevents any misunderstanding from happening. Customers appreciate it.
- 18. Paraphrasing Example: Let me see if I understand you correctly. You did not receive your statement. Therefore you could not pay. And this month due to a financial crunch, you will be in a position to pay only Rs. 500. Shall I document the same?
- 19. Effective Word Usage Use simple, positive, effective words and statements. Avoid casual and slang language. Give only relevant information Use short sentences.
- 20. Receiving a telephone call Introduce yourself and your company Identify the caller Understand the caller’s request Paraphrase Agree on the action taken Ask for any further assistance Thank the customer Perform the agreed action
- 21. Taking action Identify what has to be done and its implications regarding time, information etc. Provide the caller with the required information Confirm time and date of action agreed upon Meet the deadline or else call back
- 22. Making a telephone call Preparation Points to focus on during the call Identify yourself and your organization Verify the authorized person State the purpose of the call Wait for customer’s response If required, acknowledge the customer’s situation with empathy
- 23. Making a telephone call Let the customer know that you care If required, establish your problem solving credibility Be concise, but pleasant too. Maintain your smile, it transfers on the call Summarize and re-confirm what has been agreed upon Thank the customer Let the customer hang up first
- 24. Guidelines Substitute the following words With 1. Ya/Yeah Yes 2. Yes (to acknowledge) that's Right/ Right 3. No I am sorry, but…. 4. No issues/problem Certainly 5. Can I May I 6. What Would/ May 7. Hello? Excuse me
- 25. Thank You