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 Message ....................6-7 Follow-up Calls ....................7 Dealing with Difficult Customers ....................7 Telephone Etiquette Follow these simple rules for telephone etiquette: Answer by third ring Greet customers professionally Be prepared before you answer the phone Be an active listener Communicate clearly Return calls …

…name, or ask for his or her name if not given. Offer assistance, along with any pleasantries possible. Be genuinely concerned and let it show in your voice. Offer to adjust the account if a mistake has been made. Avoid any sarcasm or unfriendly words. Avoid negative word choices or a temptation to return name-calling or insults. Thank the person for calling and giving you the opportunity find a solution to his or her concern.