Page 24 - CUST SVC TEXTBOOK 2020
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Unit 8
Handling Telephone Calls
8.1 Telephone Etiquette
1. Answer telephone calls with courtesy
2. Record a telephone message correctly
8.2 Good Telephone Etiquette
- Answer telephone calls within three (3) rings
- Hold the handset properly with your hand
- Be businesslike - courteous, friendly and pleasant
- Speak normally by pronouncing clearly so that the caller can understand you
- Smile over the telephone
- Although the caller cannot see you, he/she is able to get an idea of what you look like
- Identify yourself /position /department
- Use caller’s name
- Ask the caller if it is alright to use his or her first name
- If not, use Mr, Miss orMrs
- Listen attentively to caller’s real / original message
8.3 Poor Telephone Etiquette
- Do not eat /drink while talking on phone
- Do not talk to other people while you are on the telephone (even if they talk to you)
- Wait for the caller to finish / end talking
- Do not argue with caller
- Do not lie
- Do not harass the caller for the reason for the call
- Do not keep a call on hold for too long
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