Telephone Etiquette

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.

After completing this ebook you will have the knowledge to work within the telephone etiquette standards:

Section One: Incoming Calls

- Maximum number of rings
- Opening Remarks
- Voice tones
- Addressing the caller

Section Two: Putting the Customer on Hold

- What to say when putting the caller on hold
- How long should you leave the caller on hold
- Taking the customer off hold

Section Three: Intercom etiquette

- Transferring a call
- Receiving a call

Section Four: Messages

- Taking and leaving messages
- Don't promise what you can't deliver
- Voice mail

Section Five: Ending the Call

- Four steps to ending the call and making them glad they called