Telephone Etiquette (Telephone Instruction Manual).

Table of Contents

Telephone Etiquette ....................3

Greetings and Your Voice ....................3

Techniques to Perfect ....................4

Professional Voice ....................4

Listening ....................4-5

Telephone Habits to Avoid.................... 5

Answering Incoming Calls ....................5-6

Saying Goodbye ....................6

Putting a Customer on Hold ....................6

Placing Outgoing Calls ....................6

Leaving a sum ....................6-7

Follow-up Calls ....................7

Dealing with Difficult Customers ....................7

Telephone Etiquette

Follow these simplex rules for telephone etiquette:

Answer by third ring

Greet customers professionally

Be vigilant before you answer the phone

Be an active attender

Communicate clearly

Return calls promptly

Check messages frequently

When you make or realise business calls you need to communicate to your customer that you atomic number 18 watchful for his/her business. Poor phone etiquette can result in a lost sale or an angry customer. If you follow the simple rules listed above you will have a list of keen customers.

Greetings & Your Voice

Your articulate says many things about you that affect how the listener (caller) perceives, interprets, and evaluates your message/greeting. When you are talking with a customer the part they should hear is the voice with a smile. Your voice has seven characteristics; they are listed below.

Rate.



The rate of speech performer how quickly or how behind you speak. Research has indicated that most people can comprehend an come speaking rate of 125 to 250 words per minute.

Pitch. The pitch of your voice means the range of the voice. High to low-pitched ranges can be used to add variety to your voice.

Tone. The word tone means how the voice sounds. Whether you are enthusiastic, bored, or tired, your attitude is reflected in your tone.

book of account. vividness in a voice is its loudness or softness. Volume affects the ease or difficulty with which you are heard. Speaking excessively loudly may make the listener uncomfortable. Speaking too...

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