etiquettes training

What is your role?

•Manjunath

•Pavani

•Usha

•Vishalini

•Santoshi

Copyright 2013 © Ompad Mohanty

• Critical to any business is the roles and responsibilities of

the people within the company who face

customers/vendors.

• People judge us, our standards by the way we deal with

them, and its their impression which makes us a brand of

choice.

• Employees who face clients or vendors are the ones who

are the face of the company and direct

advocates/ambassadors of the company.

• Treat people courteously and learn to engage them in

small talk, and you can build long-lasting beneficial

relationships.

Customer/Vendor Facing Roles-

Introduction


Modes of Communication

• Phone Incoming

Out-going

Cold-calling

• Mail Direct Mailing

Bulk Mailing

Mail Response

• Face-to-face Walk-in

With appointment

Employee visiting customers


Phone Calls Components

• Greet

• Introduce self and company

• Enquire personal details of the caller

• LISTEN ATTENTIVELY

• Understand their queries

• Respond to their queries/transfer to concerned person or

put on hold for finding the right response (transfer and

hold etiquettes example)


• Always sound PLEASANT

• Always have ENERGY on Calls

• Always LISTEN ATTENTIVELY

• Be POLITE

• Be PATIENT

• Be HONEST (if you don’t know a specific answer, request them for

their patience and place them on hold so that you can find the right

resolution to their queries)

• Speak CLEARLY

• Speak SLOWLY

• APOLOGISE when you are unable to help on something and you

have to transfer/if you could not hear something and want them to

repeat.

• Before ending the call confirm if there is anything else you can

help with

Phone Call Do’s


Phone Call Don'ts

•LIE to Customer

•PLACE ON HOLD before seeking permission

•Put on LONG HOLD

•TRANSFER without Permission

•Behave RUDELY

•Lose your PATIENCE

•Background NOISE

•AVOID the caller

•Respond in a LANGUAGE other than what the

customer begins the call with.

•HANG UP ON THE CUSTOMER


Email- Components

• Subject Line

• Greeting

• Introduction

• Main body-Purpose

• Conclusion (final statement/request/note)

• Closing


Email-Do’s

• Always mention RELEVANT SUBJECT-short and clear

• Be DIRECT, PLEASANT AND RESPECTFUL in your greetings. (discuss situations and statements during session)

• Check for SPELLING AND GRAMMAR MISTAKES

• Be POLITE even while sending a caution/warning/reminder

• Use words that have clear meaning and to the point.


etiquettes training

Business