According to etiquette expert Letitia Baldrige, The manner in which a companys phone is answered gives strong signals to the caller regarding the corporate character of the organization.That’s why it is so important to be aware of how the phoneMoreAccording to etiquette expert Letitia Baldrige, The manner in which a companys phone is answered gives strong signals to the caller regarding the corporate character of the organization.That’s why it is so important to be aware of how the phone is answered by everyone in your organization.
Its not just the receptionist who answers the phone. Almost everyone has a telephone on their desk and, most of those people talk to internal or external customers.Telephone behavior sets customer expectations regarding your companys ability to help. The purpose of this ebook is to present telephone etiquette guidelines for anyone who interacts with customers on the phone.These guidelines are focused on making the telephone experience positive for both parties and will emphasize how to make the caller feel glad they called from hello to goodbye, regardless of the nature of the call.Objectives: After completing this ebook you will have the knowledge to work within the telephone etiquette standards:Section One: Incoming Calls1.
Maximum number of rings2. Opening Remarks3. Voice tones4. Addressing the callerSection Two: Putting the Customer on Hold1. What to say when putting the caller on hold2. How long should you leave the caller on hold3. Taking the customer off holdSection Three: Intercom etiquette1. Transferring a call2. Receiving a callSection Four: Messages1. Taking and leaving messages2. Don’t promise what you can’t deliver3.
Voice mailSection Five: Ending the Call• Four steps to ending the call and making them glad they calledAccording to Websters Dictionary, “etiquette” is defined as: The rules of behavior standard in polite society ... the rules governing professional conduct.Personal telephone behavior can set either a positive or a negative stage for the ensuing conversation. Therefore, it is important to follow established guidelines when you represent yourself and your company over the telephone.