telephone etiquette

1. Telephone Etiquette

2.  Telephone etiquette refers to a set of rules that
apply when people make calls to others or
when they are receiving a phone call.

3.  Patient
 Pleasant
 Precise

4.  Patient: when answering the persons should
remain calm, even if the callers are rude at times.
 Pleasant: Persons should be polite, but not over-
familiar.
 Precise: Persons need conversation clear and to the
point.

5.  Answer calls promptly
 Give you’re your name, number and
organization
 Obtain telephone number of the caller as soon
as possible.
 Keep coming back to waiting callers

6.  Don’t be over familiar.
 Keep a message pad handy.
 If you cut a caller off, telephone him or her
back.
 ‘Smile with your voice’.

7.  Make a note of points you want to make before
calling.
 Dial the correct number carefully.
 Give your name and organization.

8.  Pass your message clearly and precisely.
 Use the ‘telephone alphabet’ to clarify important
information.
 State the name of the person you want to talk to, or
briefly state the purpose of your call so that you
can be put through to someone who can help you.

9.  www.wisegeek.org
 Heinemann Office Procedures for CXC