By Shana Kennon. Answer the Telephone Effectively When your telephone rings, answer quickly,...
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POSITIVE TELEPHONE ETIQUETTE 101 By Shana Kennon
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Transcript of By Shana Kennon. Answer the Telephone Effectively When your telephone rings, answer quickly,...
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
Click icon to add picture
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.
