Telephone Etiquette

Excellent phone etiquette with at least one year experience operating a telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.

Vocabulary – make sure that you use words that are easy to understand, that you are not using jargon, or words that are specific to the area that you live, the resident will probably not understand what you are saying and will feel uneasy, even if they say they understand they may not, so not to feel embarrassed.

Use the appropriate language and vocabulary for the person you are talking to and ask open questions.

In the dispatch center, there are specific protocols that are followed when answering a ringing phone line, regardless whether it is a 911 line or a non-emergency line. The first thing a new dispatcher is taught

One strategy that I could use is repetition, by doing this I would be clarifying what the individual was saying.

My general approach for this call would be to start off by explaining what Microsoft Excel is to the business professional. Microsoft Excel is an application used to create spreadsheets. It also provides the user with functions such as calculation, graphing tools, pivot tables, and so on.

The purpose of confidentiality and security when on the phone to callers is so that no one irrelevant to the business gets that information. For example maybe when on the phone to a candidate and asking for personal details about their current phone number for example, if someone who wasn’t working in the business was in the room you wouldn’t repeat the number back to them as the person who isn’t relevant could then have that information to use.

Active listening do their response make sense or do you need to ask questions to clarify. Sometimes when it’s appropriate, you may re-phrase what they've said and repeat it back to them.

Pagers – Are a way to notify individuals of incoming calls by a tone, they also use a

The purpose of the information to be communicated was to introduce myself and explain the reason for my call, then I ask the customer for their correct email address in order to get their council tax bill sent to

When you call someone and they are not there, you have to leave a message on their voice mail. Remember to state your name, your company, and what the phone call is regarding. Then leave your phone number even though you think they have it.

| Inform her that you are currently dealing with a customer and that you would be with them momentarily. In the meantime you call an available associate to assist her.

Initially, introduce yourself and briefly state experience and back ground. The discussion of confidentiality creates a nice bridge to begin and allows the gaining of trust. Establish clear boundaries.

The receptionist position at any company large or small is usually the first person a customer contacts over the phone,

Determine the talker's needs during the interaction. At the beginning of a conversation, the talker may be tentative and not say what he or she means. Whether he or she continues often depends on the listener's initial response. Stay neutral and try to listen objectively. Direct, clear communication rarely occurs when information flows one way. Listening blocks are obstacles that interfere with our listening they