Hi thanks for watching. My name is Tash and I welcome you to a new lesson. So friends
the other day, I wanted to eat a pizza and I happened to call a call centre and wanted
to order a pizza. The person, who answered the phone, just put me on hold, without even
saying anything, without a greeting, without a hello. He just put me on hold. I waited;
I was on hold for almost a minute and a half. Could you guess what I was going through at
that time? Exactly I was irritated, I was furious and I was cursing myself for calling
the call centre. However what happened over there, because I was furious the way the guy
behaved with me over the phone. I have decided that I will never ever call them again. Yes
friends, it so happens that many a times, we don’t understand or we are not doing
it deliberately, but maybe it just happens. We sometimes don’t know how to talk over
the phone, especially at work. So, yes today I’m gonna help you with a few tips, how
to improvise on telephone etiquette manners at work. So let’s get started.
The first point here says, answering the phone, yes very very important. The moment you answer
the phone, what do you say? Do you just say hi, hello. No you either greet a person with
a Good morning, Good afternoon or a Good evening. So every time you answer a phone, it is necessary
that you greet so greetings. “Good morning, Thank you for calling ABC Company. How may
I help you?” It’s not necessary that these words have to be spoken by the front desk
or a receptionist. Even if you have got a call directly, you can always say, “Good
morning. Thank you for calling. How may I help you”? The next point says, “Thank
you for calling Petersons marketing department. How may I help you”? Sometimes the call
gets directly directed to a department. It so happens that it’s a random call, somebody
has by mistake directed the call there, you are that person, whose answering that call.
Don’t forget to mention your department or say, “Thank you for calling Petersons
marketing department. How may I help you”? It’s not necessary that you could be the
person that person is looking for, but it is better to give a nice greeting and to make
the person feel nice. So that is about answering the phone, greetings. Always greet and always
begin your call in a nice way. So telephone etiquette that is answering a phone with a
greeting. Well, let us have a look at the next telephone etiquette. So friends the next
etiquette is, let’s say somebody is calling for somebody else, the person is not available
and you are the one, who answers the call. Person or caller wants to talk to someone,
who’s not available. Let’s say the front desk has directed a call to your department
and the person, who wants to talk to somebody in your department and that person is not
available. Mr. Berg is not taking a call right now, Can I take a message? Let’s say a colleague
of yours is not at the desk and you are trying to transfer the call, but its again getting
directed to you, so you have to tell the person very politely, Mr. Berg or whatever the person’s
name is, is not taking calls right now. Can I take a message? Of course, if the person
is ready, he’s definitely going to leave a message or if it’s urgent and he’s not
at all able to trace Mr. Berg, he’s definitely going to give you the message. So very politely
talk to the person, take the message and be helpful. The next one says, Jonathan is out
today, Can I forward you to his voicemail? Let’s see your colleague, let’s say you
are in a sales department and your colleague is out on a call and you know his whereabouts.
Obviously you can’t tell this to the person, whose on the phone right now, because you
really don’t know, who the person is? Who you are talking to? That is also very important,
you have to. You cannot just give out information over the phone. You have to be a little discrete.
So you could always say, Jonathan is out today, Can I forward you to his voicemail? Of course
being a friend or being a colleague, you can always do that much for your friend. So that
was about person, caller wants to talk to somebody, who’s not available and instead
you are the one, whose taking the message for him. So friends these phrases are really
gonna help you. So always when you talk on the phone, on behalf of somebody else, always
understand what you’re talking, because you really don’t know, who the person on
the other line could be? So now let’s have a look at the next telephone etiquette. So
friends the next etiquette is transferring or the next etiquette that you have to follow
is while transferring or connecting he caller to another person. With this we could actually
relate to the front desk executives or of course, we all need to understand how to talk
over the phone at all times. However precisely I am now going to talk to you about, how to
answer the phone at the front desk. Please hold while I connect you to him. Let’s say
I have called and the person who’s answered the phone, I want to talk to Mr. Sehgal And
the person says, “Mam please hold the line, while I connect you to him”. I understand
that every job tends to get a little monotonous over a period of time. However friends, we
have to remember that every job needs precision at all times. So you cannot just take your
job very casually and you just can’t say, Oh! My god this is the only thing that I have
to do the entire day, so I’m just fed up, I’m so irritated answering these calls.
You just can’t pick up these calls and say, yes hold on, I’ll connect. No you cannot
do that, so whenever you are transferring a call to another person, remember to use
words like, please hold while I connect you to him. Also when you talk on the phone, don’t
sound like a robot, please hold, I’ll connect you call. No, have some kind of, you know
there has to be some kind of, when you talk there has to be a voice modulation, there
has to be intonation when you talk. So please hold, while I connect you to him. Be soft,
be gentle, be polite. The next one says, “I’ll put you through Mr. Sivangs phone. If you
get disconnected for some reason, his direct extension is 4562”. Now here, can you tell
me what’s happening in this phrase? Here the person whose answering the call is going
out of his or her way and being very polite and helpful. She’s definitely telling him
that she is putting him through Mr. Sivangs phone, however she’s even helping him with
his extension, because there are so many times when the person connects the call and the
call returns back to the front desk or it is not really get connected. So, what happens
the person who has called is very irritated to again speak to the same person and give
her the details again. So this lady here or this person here is telling him that, of course
I’m gonna connect your phone, however for your help or your assistance, I’m giving
you the extension number, so in case you do not get connected, you can dial him through
the extension. So friends this is the telephone etiquette. This you have to keep in mind,
when you are transferring or connecting a caller to another person. If he’s not gonna
talk to the person who he wants to, this he’s gonna remember that he had spoken to somebody
very polite and helpful. So now let’s have a look at the next telephone etiquette. So
friends let’s have a look at the last two telephone etiquette or manners that we have
to follow at work. This one says problems. Yes we are talking about a telephone. The
mechanism could fail, telephone could anytime give up. So you have to be very very clear
and precise, when you are taking a message or when you are calling somebody, there could
be many reasons or problems. Why there could be a disconnection in the line, there could
be a lot of disturbance in the line. “I’m sorry, I can’t hear you. Tell me how much
time does it take to say, Sorry could you repeat? It doesn’t. So remember whenever
you are taking messages over the phone, if there’s a disturbance in the line, please
do not hesitate in saying, I am sorry. I can’t hear you. Could you please repeat yourself?
So always ask, do not hesitate. It’s better to ask rather than taking down wrong information
and passing it over in the same way. The next one says, Could you please spell hat for me?
Yes many times we do take important names and phone numbers over the phone or maybe
the person wants to call somebody or wants to talk to somebody and that person is not
available and he gives you his name. My name is Mr. Salvador. That sounds like a big name.
A big spelling, so if you think that you are not going to remember the person’s name
or if you think it’s difficult to remember that name, please don’t hesitate, just tell
him to give you his name with the spelling and write it down somewhere. If the spelling
is difficult, like I just mentioned, always ask them to spell it and of course, you know
how to use them? How to ask them to spell it for you, A as an apple, B as in bat, so
use, you know use proper spellings to write down the names. The next says, I’m sorry,
you have the wrong number. Many a times, it so happens that, we get a wrong number and
you’ve been just getting that wrong number over a period of time. However the person,
who’s calling you is not the same person again, you definitely know that. But you are
so irritated that you don’t want to talk to another person on the wrong number, so
you say, I’ve just told you thousand times, don’t call this number again, we tend to
snap back, so try not to do that, because you’re at work. Try and avoid that and you
could say, I’m sorry you have the wrong number. Trust me friends these are manners
that we have been learning from our childhood or since we were a kid. So try and use these
manners, try and use words like, Please, Sorry, Thank you. Wherever required and wherever
necessary. At work, you should always remember that you definitely need to use these words.
Now the very very important part. Ending a call, let’s say you had an entire conversation
with a person, you’ve been very helpful, very polite, but do you think, if you do not
end that call properly, is the person going to remember you well? No he’s definitely
going to remember the way you have helped him, the way you have helped him to sort out
his problems. But if you are also going to end the call properly or nicely or in a nice
way, he’s gonna remember you, even more better. “Thank you for calling North Star
roofing. Have a great day.” You always try to be polite, sound helpful, so next time
the person picks up and the call and want to call you, he should be happy about it.
So, thank you, pause for a while. Thank you for calling North Star roofing, again a pause.
Have a great day. Don’t just go, Thank you for calling North Star roofing. Have a great
day. The person has not even understood, what you have said, so pause where it’s necessary
and end the call politely. The next one and the last one says, Thanks for calling, pause,
okay look here, this is where you are suppose to pause. Thanks for calling Mr. Fernandez.
The person you were talking to. Mr. Fernandez, is there anything else I can assist you with?
Friends there could be times where, you’re really bored of a call or you just waiting,
when you are gonna hang up. There are certain calls, where it happens you know, the person
probably doesn’t understand your language, he’s not ready to comprehend of what you
are talking to and you get little irated. However friends, do not let that show, because
all that he can see right now or hear is your tone. He cannot see your facial expressions
and you are the company for him or her right now. So, Thanks for calling Mr. Fernandez.
Is there anything else I can assist you with? If he says, yes, yes, no whatever is his answer
and also you can mention that, please don’t hesitate to call again. So these are things
or these are the manners, which actually make us sound like a good person or a good company.
Remember friends when we are on the phone at our work place, you are the company over
there, you are the person who he or she is talking to and he is only looking at you or
he is only talking to you. So whatever impression, you leave on that person is the impression
that person makes of your company. So friends, we have had a look at telephone etiquette
manners at work. I’m sure you all follow a lot of etiquette at work. These few points
are gonna help you improvise the way you talk on the phone. So next time when you pick up
a call, don’t forget to greet, and don’t forget to say, Good morning, Good afternoon,
Good evening. It’s really gonna help you and on the other hand, if suppose your colleague,
who usually very rudely answers the phone, if he has to look at you doing that, he’s
gonna be impressed and follow you doing that. Thanks for watching and keep learning and
keep watching. I’ll be back next time with a new lesson. Till then take care. Bye.