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Chapter 3. Telephone Usage > Telephone Etiquette Tips

Telephone Etiquette Tips

The following checklist will assist you in practicing good telephone etiquette and performing your telephone answering responsibilities in a professional manner.

  1. When you take a call, turn away from your computer, desk, and other work. Don't allow distractions to take your attention away from the caller.

  2. Always have something available to write with.

  3. Answer calls by the second or third ring.

  4. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.

  5. Use a "telephone voice" in which you control your volume and speed. Speak clearly.

  6. Be enthusiastic and respectful.

  7. Greet the caller, and identify yourself, your business, and your department.

  8. Ask the caller, "To whom am I speaking?"

  9. Ask your caller, "How may I help you?"

  10. Avoid unnecessary jargon and acronyms in your conversations.

  11. Use the caller's name in your conversation.

  12. Practice good listening skills.

  13. If there is a problem, be concerned, empathetic, and apologetic.

  14. Thank your caller for calling. Ask them to call again.

  15. Never eat, drink, or chew gum while you are on a call.


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