COMMUNICATION &

PERSONALITY DEVLOPMENT

WHAT IS COMMUNICATION ?

Communication As An Entire
Behavioural Process
Habit

Mannerism
Appearance
Etiquette

Its not just what you saybut

how you say it!
Voice Conversation

Face to Face

Tone of
Voice
38%

Words
7%

Body
Language
55%

Words
14%

Tone of Voice
86%

Spoken Words
All communication methods are important,
but our emphasis will be upon the spoken
word... since
70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected,
disliked, distorted, or not heard (in the same
language, same culture)!

UNTANGLE THE
TANGLE

Basic Telephone Etiquette

 Differentiate in talking on the telephone &

in
person
Improve Voice Quality
Listen actively
Paraphrase
Hold & Mute
Transfer Calls
Take Messages
Exhibit Telephone courtesy

GREET THE CALLER

A greeting should always be the entry
point of phone conversation. It indicates
your friendliness and openness
your willingness to provide quality service

GIVE YOUR NAME

This basic act of courtesy lets the caller know that
he or she has reached the correct person,
department
or company.

CALL STRUCTURE (OPENING)

Good Morning,
This is <your first name>, How may I help you?

ASK THE CUSTOMER IF YOU CAN

HELP
Saying how may I help you? completes the
telephone answering etiquette by
demonstrating that you and your company are
ready and are available to assist the customer
with his or her needs.

It pays to write down the customers name and

use it regularly in your conversation.

Remember

Answer the call in the Three Rings

Greet the caller
Give your name
Ask the customer if you can help

THE BODY OF THE

CALL
1. Validate a Customer
2. Hold & Mute
Procedure
3. Transfer a call

ACTIVE LISTENING
Give the caller your undivided attention
Actively Listen to the caller for both the
content as well as the intent
Avoid Emotional Leakages
Avoid distractions
Do one thing at a time

LET EM HEAR YOU LISTENING

WHAT IS VERBAL FEEDBACK

Verbal feedback is a variety of short
responses that lets the caller know that
youre listening and paying attention
Verbal feedback responses include
expressions like, All Right, I
Understand,
Im making a note of that right now

How can we improve our listening &

facilitation skills?
PARAPHRASING
Restating what
another has said
in your own
words

SUMMARIZING
Pulling together
the main points
of a speaker

QUESTIONING
Asking relevant
questions to help in
better way and
reduce errors

BARRIERS TO CONCENTRATION

External
Internal
The mind can process
information faster than most
people talk
The mind has a habit of
wandering
Pre-occupation

PRACTICES TO AVOID
Avoid interrupting the customer.
When you interrupt, it shows you do not
care.
Avoid speaking too fast, too slow.
Avoid using Jargon

MESSAGES IN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks Is
Heard
What The Other Person Says About
What You Said
What You Think The Other Person Said
About What You Said

Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill

EVERY CALL IS
NOTE-WORTHY'

NOTES
Making notes is recommended. The human
memory is not perfect
Written notes give you a record of the
customers name and message
including correct spellings
case reviews
and accurate contact information

Jotting notes during phone conversations

will help you Actively listen.

PHRASEOLOG
Y

SOME CASUAL
WORDS

SOME PROFESSIONAL WORDS

Yes Sir, thats right Sir

Ya

Very well Sir, Certainly Sir

OK

Very well Sir, Certainly Sir

Sure

Kindly hold on Sir, Let me check it for

One Sec
Just a
minute

you
Sir.
If the call is for you, Who am I

Whos

speaking to please OR Whos calling

speaking???

please?
If the call is for another person, Who

shall I say is calling? OR Who shall I say

Ive no idea!

HOLD AND MUTE PROCEDURE

WHY IS THIS IS IMPORTANT?
If incorrectly used, it could lead
to being rude, unprofessional
and also affect the quality of
the call.

HOLD AND MUTE PROCEDURES

HOLD - Caller is aware of being on hold &
will hear music
MUTE - Caller will not hear anything, line
will go blank & he/she may not be aware
of being on hold

MUTE PROCEDURES
Should only be used if the hold time is less
or equal to 30 sec.
For a short query when resource is close at
hand.
Clearing your throat, coughing or sneezing.

PERMISSION TO PUT ON HOLD

Ask the customers if you may put them on
hold
Does anybody know
Because it is an
inconvenience to your
customers to be put on
hold, you should always
ask permission before
putting them on hold.

* Remember you
dont
like to wait either.

Im here
Have I been
forgotten
Why is this taking so
long
Should I hang up
#*%*#

WAIT FOR A RESPONSE

Can you hold---click is a situation so common that
customers might be surprised to see you waiting for a
response.
The second part of of putting someone on hold is to
wait for a positive response from the customers side.

As soon as the customer agrees to hold say Thank You

before clicking the hold button.

TELL THE CUSTOMERS - WHY

Most customers are very patient if they are
politely informed as to why they must hold.
They find it easier and comfortable to wait on
hold if they have a mental picture of whats
the service associate doing while away from
the phone. Be sure the information is
pertinent.

GIVE A TIME FRAME

Short (up to 60 seconds) - This will take a few moments

Long (1-3 minutes) - This could take me 2 or 3 minutes
sort out. Would you like to hold or do you want me to
call you back?

Eternity (over 3 minutes) - Ask for a number to call him/

her back.

THANK THE CUSTOMER

FOR HOLDING
Saying Thank You for your patience is very
basic,good and common courtesy.
This action nicely rounds off the on-hold
sequence and acknowledges the callers
understanding and patience.

TO SUMMARIZE

Ask the customers if you may put them on hold

Tell the customers Why
Give a time frame
Wait for a response
Thank the customer for holding

TRANSFERRING A CALL
Sometimes you will not be able to
solve the problem on the spot. Often
you will need more information, or the
call may have to be handled by
another person.

Explain why the call is being

transferred
Ask if the customer minds
being transferred
Ensure someone is there
to pick up the call before hanging up

he person to whom the call is getting transferred, the custom

name and purpose of call

EXPLAIN CO-WORKERS
ABSENCE POSITIVELY
Customers rarely want to hear gruesome details as
to why the person theyre trying to reach is
unavailable.
Likewise your co-workers will not like their private
lives discussed with customers.
Use..
Jai isnt available at the moment /
Raj just stepped out /
Nikita is in a meeting,
May I help you?

TELEPHONE COURTESY
Never be rude to a caller, no matter how
nasty they are. Always remember to handle
yourself in a professional manner.
Use the ASAP technique:
A:-Apologize and Acknowledge the callers
feelings
S: Don't Sympathize with the
caller.Empathize
A: Accept responsibility
P: Prepare to Help.

HANDLING SWEARERS
Making the caller aware of what he is saying will halt
the swearing.
For example Sir, I can handle your problem, but I am
not able to handle the swearing. I request that you
stop.
Note:- 3 strikes and you are out rule.

ENDING THE CALL

KEY ACTIONS FOR ENDING

THE CALL
Repeat any action steps that you and
the customer have agreed upon
Ask the caller if you can do anything
else for him/her.
Thank the customer for calling and
appreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as
soon as you get off the phone.

CLOSING THE CALL...

Effective phrases for closing

You are welcome Sir/Madam

We appreciate your calling
Thank You for calling
Please call again
Have a nice day.
Acknowledge the details with thanks
and a

Thank You