[MVN]∎ Read Telephone Etiquette for Business Make good impressions from hello to goodbye eBook Robert DeGroot

Telephone Etiquette for Business Make good impressions from hello to goodbye eBook Robert DeGroot

Download As PDF : Telephone Etiquette for Business Make good impressions from hello to goodbye eBook Robert DeGroot

According to etiquette expert Letitia Baldrige, "The manner in which a company's 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. It's 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 company's 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 Calls
1.Maximum number of rings
2.Opening Remarks
3.Voice tones
4.Addressing the caller

Section Two Putting the Customer on Hold
1.What to say when putting the caller on hold
2.How long should you leave the caller on hold
3.Taking the customer off hold

Section Three Intercom etiquette
1.Transferring a call
2.Receiving a call

Section Four Messages
1.Taking and leaving messages
2.Don’t promise what you can’t deliver
3.Voice mail

Section Five Ending the Call
•Four steps to ending the call and making them glad they called

According to Webster's 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.