How to Use Proper Telephone Etiquette

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

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

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.

[margalik]

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

[Wasatch]

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

[sunshine11219]

on 2/18/2009 good tips