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Telephone Etiquette

Telephone Etiquette

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Published by Kerretts Kimoikong

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Published by: Kerretts Kimoikong on May 22, 2012
Copyright:Attribution Non-commercial


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Telephone Etiquette
Topics: Answering the TelephoneP.I.C.T.U.R.EInterviewing TechniquesPersonal Qualities for Phone Work Tips for Telephone EtiquetteHandling Irate Customers5 Phases of a Call
All Rights Reserved© 2008 MMMTS
 Answering the Telephone
1.Pick up the phone in three rings . More than threerings signals chaos in your office or inattentiveness.2.Greet the caller, e.g. “hello,” “good morning.” Goodmanners shows you respect the caller.3.Give your name. This is a courtesy that serves topersonalize the customer service experience as well asallowing the customer to hold you accountable foryour level of service.4.Ask the customer if or how you can help. Asking tohelp tells the customer you are there to serve his/herneeds and to solve his/her problems. This also leavesthe customer with a positive impression.5.The greeting is key, it sets the tone and style of thewhole interaction.
All Rights Reserved© 2008 MMMTS
 “Good morning, thanks for calling the ABCHotel, my name is XYZ, how may I helpyou?” 

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