Telephone Etiquette (Telephone Instruction Manual). Essay

1670 words - 7 pages

Table of ContentsTelephone Etiquette ....................3Greetings and Your Voice ....................3Techniques to Perfect ....................4Professional Voice ....................4Listening ....................4-5Telephone Habits to Avoid.................... 5Answering Incoming Calls ....................5-6Saying Goodbye ....................6Putting a Customer on Hold ....................6Placing Outgoing Calls ....................6Leaving a Message ....................6-7Follow-up Calls ....................7Dealing with Difficult Customers ....................7Telephone EtiquetteFollow these simple rules for telephone etiquette:Answer by third ringGreet customers professionallyBe prepared before you answer the phoneBe an active listenerCommunicate clearlyReturn calls promptlyCheck messages frequentlyWhen you make or receive business calls you need to communicate to your customer that you are prepared for his/her business. Poor phone etiquette can result in a lost sale or an angry customer. If you follow the simple rules listed above you will have a list of happy customers.Greetings & Your VoiceYour voice says many things about you that affect how the listener (caller) perceives, interprets, and evaluates your message/greeting. When you are talking with a customer the voice they should hear is the "voice with a smile." Your voice has seven characteristics; they are listed below.Rate. The rate of speech means how quickly or how slowly you speak. Research has indicated that most people can comprehend an average speaking rate of 125 to 250 words per minute.Pitch. The pitch of your voice means the range of the voice. High to low-pitched ranges can be used to add variety to your voice.Tone. The word tone means how the voice sounds. Whether you are enthusiastic, bored, or tired, your attitude is reflected in your tone.Volume. Volume in a voice is its loudness or softness. Volume affects the ease or difficulty with which you are heard. Speaking too loudly may make the listener uncomfortable. Speaking too softly may cause the listen to strain, which is tiring. A moderate volume range, with a variety of positive emotions is what you should strive to achieve and maintain.Stress. When you place emphasis on words, you are stressing them. Stressing certain words prevents you from sounding like a robot. You also achieve stress by emphasizing particular words or phrases; or by pausing between words, phrases, or sentences.Pronunciation. Pronunciation is how you say a word. You should learn the correct way to say all words.Enunciation. Enunciation means the clarity with which you speak. Be careful to pronounce clearly the beginnings and endings of words. People often drop the endings of words - a habit that can be eliminated by placing careful emphasis on word endings.Remember that poor grammar and word usage create a poor first impression of you and the workplace.Techniques to PerfectionThe basic communication techniques you should follow to enhance...

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