Phone Basics
What is 3 rings or less?
You should answer a business phone within this many rings.
What are notes or questions?
This should be ready before making a business phone call.
What is your smile (your tone of voice)?
Customers can hear this even though they can't see you.
What is rude?
When you talk over someone.
What is yelling?
Using ALL CAPITAL LETTERS.
What is Thank you for calling... (company name)?
The first thing you should say after "Good Morning."
What is apologize politely and hang up?
You accidentally dial the wrong number at work.
What is respect?
When helping customers you should avoid interrupting them and let them speak. Then try to assist them.
What is poor customer service?
Leaving customers on hold for several minutes without checking back and letting them know the situation.
What is Send?
You should proofread a professional text before hitting send.
What is friendly, confident, and professional?
When speaking on the phone you should sound this way.
What is a voicemail message?
If someone isn't available, you should leave one detailing your name, number, reason for the call and email, if appropriate.
What is find someone who does?
If you don't know the answer you seek out someone else to help the customer.
What is unprofessional?
Using slang like "Yo," "Bruh," or "What's up?" in a business call.
What are too many emojis?
This should usually be avoided in professional texting.
What is ask for permission?
Before placing someone on hold you should always do this.
What is the reason for your call?
Communicate clearly and state your name, why you're calling, and try to talk to the person you want.
What is repeat or summarize what they said?
The best way to show you're listening.
What is unimportant or ignored?
Ignoring a ringing business phone makes customers feel unimportant.
What is a business response within a reasonable time?
If someone sends a work-related message during business hours respond within 24 hours.
What is chewing gum, eating, or talking to others?
Rude & Disrespectful. This should never happen while talking to a customer.
What is stay calm and listen?
The first thing you should do if someone becomes angry on the phone.
What is "Thank you. Have a great day!"
Every professional phone call should end with this. or similar.
What is unprofessional and disrespectful?
Putting someone on speakerphone without telling them.
What is confidential or private information?
This type of information should never be texted unless approved.