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    Telephone Etiquette: A Matter of Using Courtesy and Good Manners

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    Cyber Magic
    The document provides tips for proper telephone etiquette. It emphasizes answering the phone promptly, identifying yourself clearly, using a friendly tone of voice, offering to help the caller, taking accurate messages, avoiding keeping callers waiting, and remaining polite even with angry callers. The goal is to be prepared, attentive, and courteous when interacting with callers over the phone.

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    Telephone Etiquette: A Matter of Using Courtesy and Good Manners

    Uploaded by

    Cyber Magic
    495 views4 pages
    The document provides tips for proper telephone etiquette. It emphasizes answering the phone promptly, identifying yourself clearly, using a friendly tone of voice, offering to help the caller, taking accurate messages, avoiding keeping callers waiting, and remaining polite even with angry callers. The goal is to be prepared, attentive, and courteous when interacting with callers over the phone.

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    Original Title

    TELEPHONE ETIQUETTE

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    The document provides tips for proper telephone etiquette. It emphasizes answering the phone promptly, identifying yourself clearly, using a friendly tone of voice, offering to help the caller, taking accurate messages, avoiding keeping callers waiting, and remaining polite even with angry callers. The goal is to be prepared, attentive, and courteous when interacting with callers over the phone.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    495 views4 pages

    Telephone Etiquette: A Matter of Using Courtesy and Good Manners

    Uploaded by

    Cyber Magic
    The document provides tips for proper telephone etiquette. It emphasizes answering the phone promptly, identifying yourself clearly, using a friendly tone of voice, offering to help the caller, taking accurate messages, avoiding keeping callers waiting, and remaining polite even with angry callers. The goal is to be prepared, attentive, and courteous when interacting with callers over the phone.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 4

    TELEPHONE ETIQUETTE

    A matter of using courtesy and good


    manners.

    BASIC POINTS TO KNOW


    1. Know your telephone system and what all the features are.
    2. Answer promptly (2-3 rings).
    3. Identify yourself clearly.
    4. Use your friendliest (not sicky sweetest) voice and enunciate your
    words.
    5. Offer help to caller (within reason).
    6. Never lose your temper no matter how angry the caller may make
    you.
    7. Take messages carefully—Get necessary information tactfully.
    8. Spell and/or pronounce caller's name correctly.
    9. Avoid asking caller his/her name if the person being called is not
    in. Instead, ask if you can help or if you may take a message.
    10. Never keep caller waiting for one minute without going back and
    checking with the caller.
    Answering the Telephone
    With an Attitude

     Be prepared to answer calls. Keep pad and pen near


    phone.

     Answer on first or second ring.

     Do not be in conversation with someone else with picking up


    the receiver.

     Do not put caller on hold before asking permission and waiting for a
    response.

     Speak distinctly and slowly.

     Vary the tone of your voice.

     Identify yourself properly.

     Take messages carefully.

     Ask for verification of numbers and spelling of names and


    addresses.

     Repeat the message.

     Be tactful if you must screen calls, but avoid screening if at all


    possible.

     Be a good listener.

     Do not react to irate callers. Offer to help resolve the situation.

     Transfer calls properly and only when necessary.


     If a caller has been put on hold, do not leave caller dangling forever.
    Check with caller at least every 30 seconds or so. Offer to call
    him/her back if necessary.

    On the phone

     Use variety in tone of voice


     Smile
     Answer in three rings
     Ask how you can help
     Be courteous

    On The Telephone With Customers


     Always smile when you are talking
    on the phone. The customer needs
    to feel understanding in your voice.

     Answer the phone within the first


    three rings. This will give the
    customer a feeling that you are
    efficient and there to help him/her.

     Ask what you can do to help


    him/her. Doing so will let the
    customer know that you are willing
    to help in any way you can.
     Always be courteous when putting someone on hold or transferring
    calls. Ask if you may put them on hold or transfer their call before
    you do it.

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