- Answer calls within 3 rings
- Smile as you pick up the phone- the caller will hear it in your voice
- Project a tone that is respectful, Natural, enthusiastic and attentive.
- Greet the caller and identify yourself and your business.
- Ask how may I help you. Example Good morning , this is ZB Financial Holding, Florence speaking , how can I help you?
- Avoid saying Good day
- Establish the callers name ,write it down including the contact number in case the phone cuts
- Use basic phrases of courtesy; May I help you, Please, Thank you, You are welcome
What to avoid on telephone etiquette?
Avoid the five forbidden phrases:
- “NO” -instead find a way to state the situation positively.
- “I don’t know”-instead say “that is a good question let me find out for you”
- “I /we cant do that”-instead say “this is I/we can do”
- “You will have to”-instead say “here is how we can help you”
- “Just a second”- instead give a more honest estimate of how long it will take you.