Y O U R B E H A V I O U R O N T H E T E L E P H O N E C A N D E T E R M I N E A D E G R E E O F S U C C E S S I N B U S I N E S S ,

A T W O R K , O R I N P E R S O N A L R E L A T I O N S H I P S .

Telephone Communication

How to Speak Effectively

Use your first name when answering the phone, along with a standard professional greeting.

Eliminate background noise if possible. Try not to keep a caller on hold for a long time. If you

can't help right away, say you'll call back - then do so. Be patient and listen. Avoid providing an answer before

the caller is finished speaking. Be as direct and friendly as possible. The caller may be

busy. Try to sound genuinely interested in what the caller has

to say, and use the caller’s name whenever you can. Smile when you talk to people on the phone - it will show

up in your voice.

From http://www.ehow.com/how_2181_speak-effectively-telephone.html

Transferring Etiquette

When transferring a call to another extension: Tell the caller that the call will be transferred to

"name/department and extension." Ask the caller to make a note of the number for future

reference or in case the call gets disconnected during transferring.

Announce that a call is being transferred, so that the person receiving the call knows that a transferred call is on the way. This will ensure that the caller is being transferred to the correct person/department and will get the assistance necessary.

For example, you could say, "Hi Maria, I'm transferring Suzie because she is having problems with her phone" instead of "transferring a call" and then hanging up.

From http://www.csudh.edu/infotech/telephones/Tips/transfer.shtml

How to Return a Call

Leave brief, clear messages on answering systems, giving your name, reason for the call and contact information. Don't forget to leave your phone number, even if the person has it, so there’s no need to look it up.

Ask if this is a good time for you to be calling when you reach someone. If not, ask when you can reach her again.

Put off making business calls when you're too distracted or tired to give it your all. Make those calls when they fit in best with your schedule and demeanour.

Avoid acting rushed, even if you are. If you're so stressed that you can't handle the call well, let voice mail pick it up until you've calmed down.

Call often enough to follow up, but not so often that you appear desperate for the business.

From http://www.ehow.com/how_2181_speak-effectively-telephone.html

How to End a Phone Call

End a call as quickly as possible with courtesy and etiquette :

If the caller drifts to another topic, say, “Oh yes, but about..." and mention the main topic.

Say that you "don't want to take up too much of his time." This is a polite, way of keeping a phone call on track.

Ask closed-ended questions. Rather than asking what a good time to meet is, ask, "Will 10 a.m. be a good time to meet?"

Say "So, does this solve your problem with the expense report?," or "Is there anything else I can include in this package for you?"

Thank the caller for his time, or for calling (depending on who called).

Say "I'll pull up that information and get a report to you by the end of the day," to mean that everything is taken care of.

Use a quick "Have a nice day" or "Thanks for calling" to end the call.

From http://www.ehow.com/how_6798582_end-business-phone-call-politely.html

Effective Phone Communication

Address the caller by name: This makes the caller feel important. Avoid negative tone or language: Avoid words or phrases such as "I

can't, "I won't" or "you're wrong." Avoid implying that you won't or that the other party is wrong by the

tone of your voice. The caller can't see you; only your voice tone travels. Use a soft tone of voice; allow the caller to hear a smile. Speak like a

person who is eager to seek a solution to a problem. Take accurate messages: Record the name, phone number, the time of

the call, and purpose of the call. Ask: "What is the best way to get in touch with you?" and "What is the

best time to call?" Ask only important questions; do not ask questions that may be too

personal. Be ready to listen: Do not interrupt. Refrain from rushing or

pressuring the caller to finish n a certain amount of time.

From http://www.ehow.com/list_6907929_tips-effective-telephone-communication.html