Telephone etiquette

Etiquette that should follow during a phone call

1. TELEPHONE ETIQUETTE? Being respectful to the person you are talking with Showing consideration for the other person's limitations Allowing the person time to speak Communicating clearly

2. MAKING CALLS Don’t say "Who am I speaking with ? Always know and state the purpose of the communication . When you reach a wrong number, don't argue with the person who answered the call

3. Answering Calls Try to answer the phone within three rings . Answer with a friendly greeting . Speak in a pleasant tone of voice - the caller will appreciate it. Ask the caller for their name Use the hold button when leaving a line so that the caller does not accidentally overhear conversations When you are out of the office or away from your desk for more than a few minutes, forward your phone to voicemail.

4. Handling Impatient Calls Stay calm. Try to remain diplomatic and polite . Always show willingness to resolve the problem or conflict. Try to think like the caller .

5. DO’S AND DON’TS

6. DO’S Respond clearly with YES or NO when speaking Address the caller properly by his or her name Listen to the caller and what they have to say Always ask if you can put the caller on hold Verify that you have heard and transcribed the message accurately

7. DON’TS Don’t eat or drink while you are on call Don’t use slang words or poor language Never address an unfamiliar caller by his or her first name Never leave the person on hold for more than a few seconds

8. THANK YOU