DO'S
Always acknowledge the person you are conversing with
What is Greeting?
Let them have the time to express their concerns without cutting in
what is interrupting/interruption
You should answer the phone within _______ rings.
What is three?
They should "hear" it over the phone even though they can't see it.
What is smiling?
Never answer if you are...
What is eating, drinking or chewing gum?
It's easier for you because you can use your hands to multitask while talking on the phone.
What is a headset?
It requires the use of your ears and feed back is usually essential to ensure proper communication.
What is listening?
do not let the *blank* and *blank* from the customer affects you
what is negative and anger?
You'll want to file a record post-conversation, and these will be immensely helpful
What is notes/note taking?
To make known who you are and who you work for when answering the phone.
What is Identifying/Identification?
never do these directly in the microphone
what is coughing, sneezing and throat clearing?
A key difference between a professional and personal phone calls is ...
What is language or slang.
Enunciating your words so the person will understand clearly what you are talking about.
What is speak clearly?
do not do this loudly in the microphone
what is breathing?
When someone is rude to you on the phone, your immediate reaction may be to put them in their place but you must remain...
What is professional.