TEC: TELEPHONE ETIQUETTE

          TELEPHONE ETIQUETTE 
                           How To Answer 

                             By N P Samal 

While answering:
1. Answer within 2 to 4 rings.
2. Greet politely, then say, "How may I help you?"

3. Keep your tone soft and pleasant. 
4. Keep smiling. 

5. Provide the information in a clear voice.

6. Do not speak with food or chewing gum in your mouth.

7. Keep your content crisp and precise, and to the point.

8. Do not play with words.

9. Never use any slang or swear words.

10. Respond with a clear "yes" or "no".

11. Avoid ambiguity.

12. If you are unable to understand what the person at the other end saying, request for repeating. Eg.: Pardon please / I beg your pardon! 

13. If you need to put the call on hold, do not forget to mention so with a request:

Could/May I place your call on hold? 

(Do not place the call on hold for more than a few seconds.)

14. Be patient and helpful, especially while dealing with an irate or upset caller. Listen to the woes and then refer them to appropriate resources. Never snap at or act rude to the caller. You need to keep your call amicable. 

15. Avoid getting disturbed by any sources while on the phone. Keep your complete focus on the phone conversation and the caller.

16. At the end of the conversation, for not hang up suddenly. End with a warm note, eg. Have a good day! / Nice speaking to you!