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 promptly
Check messages frequently
When you make or receive business calls you need to communicate to your customer that you are prepared 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 happy customers.
Greetings & Your Voice
Your voice says many things about you that affect how the listener (caller) perceives, interprets, and evaluates your message/greeting.
Speech
United Nations exhibit put on by OWI in Rockefelle...
speechWhen you are talking with a customer the voice they should hear is the "voice with a smile." Your voice has seven characteristics; they are listed below.
Rate. The rate of speech means how quickly or how slowly you speak. Research has indicated that most people can comprehend an average 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.
Volume. Volume in a voice is its loudness or softness. Volume affects the ease or difficulty with which you are heard. Speaking too loudly may make the listener uncomfortable. Speaking too...