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Table of Contents Telephone Etiquette 3 Greetings and Your Voice 3 Techniques to Perfect 4 Professional Voice 4 Listening 4-5 Telephone Habits to Avoid 5 Answering Incoming Calls 5-6 Saying Goodbye 6 Putting a Customer on Hold 6 Placing Outgoing Calls 6 Leaving a Message 6-7 Follow-up Calls 7 Dealing with Difficult Customers 7 Telephone Etiquette Follow these simple rules for telephone etiquette Answer by third ring Greet customers professionally Be prepared before you answer the phone Be an active listener Communicate clearly Return calls promptly Check messages frequently When you make or receive business calls you need to communicate to your customer that you are prepared for hisher business Poor phone etiquette can result in a lost sale or an angry customer If you follow the simple rules listed above you will have a list of happy customers Greetings Your Voice Your voice says many things about you that affect how the listener caller perceives interprets and evaluates your messagegreeting When you are talking with a customer the voice they should hear is the voice with a smile Your voice has seven characteristics they are listed below Rate The rate of speech means how quickly or how slowly you speak Research has indicated that most people can comprehend an average speaking rate of 125 to 250 words per minute Pitch The pitch of your voice means the range of the voice High to low-pitched ranges can be used to add variety to your voice Tone The word tone means how the voice sounds Whether you are enthusiastic bored or tired your attitude is reflected in your tone Volume Volume in a voice is its loudness or softness Volume affects the ease or difficulty with which you are heard Speaking too loudly may make the listener uncomfortable Speaking too softly may cause the listen to strain which is tiring A moderate volume range
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