Phone Etiquette
Presentation
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Business
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6th - 12th Grade
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Practice Problem
•
Easy
Darina Bateman
Used 226+ times
FREE Resource
7 Slides • 8 Questions
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Rules of Etiquette for Phone Skills in the Workplace
Adapted from an article
By Ruth Mayhew smallbusiness.chron.com
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Phone Etiquette
Even though social media, SMS, chat and email are communication staples both in and out of the workplace, many customers still prefer to get in touch over the phone.
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Formal Greeting
Introduce yourself and the place of business.
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Answer Promptly
Callers don't like to wait too long for the phone to be answered, otherwise they may assume your company is closed for the day or that you're too busy to tend to customers' needs. Answer within 3 rings.
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Unpleasant Noise
Don't answer telephone calls when you're chewing or drinking. Chewing is an absolute no-no, and no caller should ever hear you eating while on the telephone.
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Conflict Management
Unhappy customers have been known to take out their frustrations on the first person they encounter when they call to complain about a product or service. The key to maintaining excellent customer service is to avoid being rude to a customer.
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Messages
A complete phone message should include the caller's name, the person he is calling, a briefly stated reason for the call and a number where the caller can be reached.
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Multiple Select
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Multiple Select
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Multiple Select
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Multiple Select
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Multiple Select
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Open Ended
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Open Ended
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Open Ended
Rules of Etiquette for Phone Skills in the Workplace
Adapted from an article
By Ruth Mayhew smallbusiness.chron.com
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