Professional Telephone Etiquette

To develop professional telephone manners, keep these BusinessVoice pointers in mind:

1- Apply the Golden Rule to all of your callers. In other words, treat them the same way you'd like to be treated.
2- Answer the phone with a smile and a positive attitude. Make callers feel welcome. Remember, you're trying to make a positive impression, whether they're a first-time caller or one of your most loyal customers.
3- Whenever possible, refer to the caller by name. People like the sound of their own name, and hearing you say it reinforces their importance to you.
4- Speak slowly and clearly. You may have said your name and company name 200 times today, but the 201st caller won't understand you if you hurry or slur your way through your greeting.
5- Avoid slang. Always use courteous, respectful language. You never know how the caller may be judging you and, by extension, your company. The words "Please" and "Thank you" are just as important on the phone as they are in any social situation. Replace the words "Yep" and "Yeah" with "Yes ma’am" and "Yes sir." No matter what the reason for the call, the caller deserves polite treatment.

For more information on telephone skills or Point-of-Entry Marketing, please visit or call Brian Burk at 866/473-9000.

5 responses to “Professional Telephone Etiquette

  1. Britney says:

    This can Ƅe a set of words, not an essay. you might be incompetent

  2. Fâcheusement un desquelles accablai l’euphuisme c’niche l’interruption par quelques envisages mortifiés

  3. Roman says:

    , I would first let the patient talk, there is nonhitg worse than trying to explain something to an irate person when they feel you have interrupted them. After a slight pause I would go on to commonly explain the situation to the patient or family member. I might even explain the process of how we do things; sometimes people are scared and angry because they do not know how things work, so it is important to educate them. I would consider a slight smile depending on the situation, so that the patient or family member becomes more relaxed and comfortable with me, I would also use a “sweet” tone of voice. In my past customer service experiences I find that I sound much happier when I put a smile on my face. I would also look the patient or family members in the eyes while speaking and listening to them because nonhitg says, “I don’t care” than someone looking around pretending they have somewhere to be. This could make the patient or family member very anxious and increase their anger.When dealing with anyone, verbal cues are very important to pay attention to. You can asses your next step off of their actions and create a plan that could calm them down.

  4. That's a brilliant answer to an interesting question

  5. Go for it!Jeg tror det ville være sÃ¥ flot til dig! Og hvis du bare gÃ¥r til den rigtige frisør ender du ikke som Natacha Nikita 😉

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