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Additional Details
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pi n | What is telephone techniques and etiquette? |
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tentoes
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Can you add more details to this question? What exactly are you wanting to know?
I've worked in customer service, phone service for over 20 years and there are SO many things that have techniques and need etiquette. Answering the phone, making an outgoing call, placing on hold, transferring the call, etc. |
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mmturtle
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Don't chow while on the phone |
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ThinMint
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If you're making an outbound call, make sure to ask the person how they are doing first, then proceed with the reason for your call. |
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gwmnpv
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Personally, i think telephone etiquette is on the downfall since the introduction of cell phones.
I was taught when i was a tot to begin a phone conversation with "hello, this is nicky" - so people who i picked up on would know to ask for my mother, and people who i called would know it was me.
Maybe i'm oldfashioned, but every time someone calls me and goes "hey, it's me" i just want to hang up on them >.<
... that's really all the phone etiquette i know of.
and god, does that make me feel i'm turning into my mother. :P |
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lazerash
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a standard guideline for your associates in the company to abide by when using the phone...for example, when answering the phone, they all use the same standard way e.g: Good morning/afternoon/greetings, Finance Department, (name) speaking, how can I help you? |
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JJo
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When you call someone, in a nice, clear voice say, "Hello. My name is _____ and I am calling for _______. Is he/she available?"
When answering the phone, say, "Hello, ___________(insert company's name), this is ________(your name) speaking. How may I help you?"
Then listen to what they say and reply in complete sentences. Enunciate words so that they are clear, even if it sounds funny. And always say please and thank you. Also, instead of saying "can" say "may." As in, "Can I speak to Ms.______?" You should say, "May I please speak to Ms. _______?"
Also, it is a plus to be positive. Always sound like you are trying to do what they are asking, even if you know it can't be done. For example, if you are answering a phone at a medical office and the client asks you to see if you have an opening on tuesday morning for an appointment but you know tuesday is already booked, you should say, "Let me check the schedule. Hmm...no, it does not appear that we have an opening at that time. But we DO have an opening on Friday morning...etc."
People can read a lot about what you are feeling by listening to your voice. So just make sure you never sound bored or annoyed, etc even if you are. |
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