POSITIVE TELEPHONE ETIQUETTE 101

By Shana Kennon

Answer the Telephone Effectively

When your telephone rings, answer quickly, between the first and second ring if possible, and definitely by the third ring.

Answer the phone with a pleasant, friendly tone of voice.

Handle Incoming

Calls Appropria

tely

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1. Greet the caller.

2. Give the name or department of your organization.

3. Give your name.

4. Ask how you can help the caller.

5. Transfer the call when necessary.

6. Close the call courteously

Listen to your Customers

Visualize the person.

Listen politely to what they are saying.

Do not interrupt.

Listen to complaints.

Respond with empathy

Use Good Listening Skills1. Listen for facts.

2. Search for subtle meanings.

3. Be patient.

4. Do not evaluate.

5. Act on what the caller is saying.

Tips for Dealing with a Difficult Customer.

1. Do not become angry.

2. Look for points of agreements with customer and focus on those.

3. If customer continues to be abusive, ask the caller to call back when he or she can discuss the issue calmly.

Tips for Telephone Success

Be pleasant

to the customer

Use proper English

Speak at proper volume

and speed

Ask tactful

questions

Respond calmly to an angry customer

Points to Remember

1. Customers should be treated with dignity and respect whether the communication is by phone, in person, or online.

2. Be sure to give customers explanations if they have a question.

3. Provide options and alternatives when you can not give the customer exactly what they want.

Works Cited

Patsy Fulton-Calkins, P. (n.d.). Procedures & Theory For Administrative Professionals. In M. Karin M. Stulz. South-Western CENGAGE Learning.