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How to Use Proper Telephone Etiquette

Member
By cherry67
User-Submitted Article
(4 Ratings)

In order to project the highest quality of service to clients, the telephones are to be answered in a certain manner.

Difficulty: Moderately Easy
Instructions
  1. Step 1

    Project a professional and confident image. Smiling while you are speaking to someone shows believe it or not. It really is projected in your voice if you are smiling.

  2. Step 2

    Listen to the caller. be sure not to cut them off or monopolize the conversation.

  3. Step 3

    Never keep them on hold for longer than 30 seconds. Do a test, close your eyes and sit still and count 30 seconds, it's pretty long.

  4. Step 4

    Give them your full attention and show respect and care and concern if and when they have a problem or dispute. Do not be dismissive.

  5. Step 5

    Always refer to the caller by their name, this makes for an intimate and warm feeling.

  6. Step 6

    If the caller requests request a resolution to a problem, and you are uncertain, tell them you will find someone who can assist them, never tell them you do not know sorry but you can not help. Always find a way and always get an answer.

Comments  

margalik said

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on 2/26/2009 Nice article, but please make sure to check your grammar and spelling.

Wasatch said

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on 2/18/2009 I have a teen who will get this as required reading. :) It makes a difference in any phone situation.

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on 2/18/2009 good tips

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