TELEPHONE ETIQUETTE | DRA IMPORTANT TOPIC
In this post, we will provide you with some text on telephone etiquette which is an important topic from DRA Syllabus 2024 Exam.
Under the Debt Recovery Agent training, candidates already go through the practical training but after training comes the theoretical part of the DRA Qualification. One has to go through the prescribed topics from the Debt Recovery Agents/ DRA Tele-callers Syllabus.
IMPORTANCE OF TELEPHONE ETIQUETTE
Professionalism is incredibly important in the business world, both in person and on the phone. On the phone as well as in person, professionalism is extremely important in the business world. Although sounding professional on the phone may seem like an easy concept, it is always possible to improve. One can always convey a professional image when speaking on phone & it becomes extremely important when it comes to Debt recovery agents who are working on behalf of their bank or non-banking financial institution.
Read Also: DEBT RECOVERY AGENT EXAM DATE 2024
In the following points, we have given you some important tips which also are an important part of the telephone etiquettes from the prescribed DRA Syllabus for the upcoming exams.
Speak Clearly – Always: It is very important that one speaks clearly and slowly. The message must be clearly conveyed through clear speech because the other person cannot see the talkers face or body language.
Focus on the Task at Hand: Working in a fast-paced, busy office setting can be challenging, especially for those who are not used to it. During a phone call, you must keep your focus on the call rather than what is happening around you. Tell your coworker that you are on the phone and will be with them once the call is complete if they attempt to interrupt you.
Avoid using Slang words: It is never a good idea to use slang over the phone. Slang and other poor languages, while common in everyday conversation, convey an unprofessional message to customers. Regardless of your level of anger, you should never use swear words.
Do Not Yell: It is common for some people to speak louder than others. Therefore, you must tone down your voice to avoid sounding like you are shouting at the person on the other end of the line. It will not be a professional image for your company to give customers the impression that you are shouting at them, even if it was never your intention.
Use Proper Titles: You should always use the correct title when addressing someone on the phone, especially if you don’t know them. For example, Mrs., Mr., Dr., etc. are appropriate. Unless you have received permission, never address a caller by his or her first name.
Never ever Eat or Drink: If You should avoid eating or drinking while on phone duty, whether you are handling the phone full-time or covering someone else. If you want something to eat or drink, wait until your break because no one wants to hear you chomping in their ear.
Be a good Listener: While it may seem apparent, listen to what someone on the phone is saying. It is often a fair idea to repeat the details back to the customer in the event that you need to take notice. This confirms that you are taking down the proper message so it can be passed along.
Maintain Patience: People will often reach a business when they are dissatisfied about something. It is incredibly important to have tolerance and be as helpful as possible when you have a resentful customer on the phone. Try your best to supply them with the appropriate resources to fix their issue and never, ever act rudely towards the customer.
Do Ask Permission Before you Place a Call on Hold: If you are accountable for answering multiple calls, it will be necessary to place somebody on hold. Before placing anyone on hold, you should always politely ask if you may place the call on hold. Once you have placed someone on hold, you should try to answer their call as soon as possible. In an ideal situation, customers should not be placed on hold for more than a few seconds, because they may get annoyed & hang up.
So, there are lots of other tips while conversing with somebody to convey a more professional image over the call. DRAs and especially the DRA Tele-callers should always remember that being patient, and remaining calm & composed will really improve their skills. As it is seen that even if the person can’t see the smile on each others’ faces, but there is definitely a possibility that one could hear the smile in the tone of voice. So, always remember not to lose temper & be pleasant and professional.
Read Also: 500+ MOCK TESTS FOR DEBT RECOVERY AGENT
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