This document provides tips for proper telephone etiquette. It recommends answering calls before the third ring, greeting callers, speaking clearly, leaving clear voice messages, and using hold properly. When placing a caller on hold, one should get permission, thank them, and avoid saying "hello" when returning to the call. Mute should only be used briefly and hold is preferred for longer pauses to avoid the caller hearing static or thinking the call dropped. Proper telephone etiquette helps make good first and lasting impressions.

1. TELEPHONE ETIQUETTE

2. Useful Telephone Tips All Incoming calls to be answered before the third ring On answering, must greet the customer Have a clear enunciation over the phone When you leave a message on the Voice Machine, speak slowly and clearly, recording your name, number and the purpose of the call. Follow the HOLD procedure

3. Useful Telephone Tips Never speak directly into the microphone, always keep the mouthpiece below your chin Talk with a smile in your voice Always keep a pen & paper along, while on calls Do not leave the line ‘open’ when you’re talking to someone else. Use HOLD. Use empathizing words to enhance your message. Use MUTE appropriately

4. HOLD PROCEDURE The customer hears music when he is on Hold, hence he knows that he is kept on Hold and someone will return to his call. Permission Time Reason Refresh/Re-open Wait for the customer’s agreement Thank the customer for the permission Do not say ‘HELLO’ when you come back from Hold.

5. MUTE The customer hears increased static when on mute, hence you should avoid use of mute on calls. Unlike Hold where the customer hears music, on mute the customer does not hear anything from our side, therefore he might think that the call got disconnected. Mute is only used for clearing your throat, sneezing or sipping water. For any other reasons, you must use Hold.

6. A BIG NO!

7. Remember, on phone: FIRST IMPRESSIONS ARE LAST IMPRESSIONS & LAST IMPRESSIONS ARE LASTING IMPRESSIONS