This document provides guidelines for proper telephone etiquette. It recommends being respectful, considerate, and allowing others time to speak when on a call. When making calls, know the purpose and don't argue with people who answer wrong numbers. When answering calls, try to answer within three rings, use a friendly greeting, ask the caller's name, and use hold buttons appropriately. It also suggests staying calm and diplomatic when handling impatient callers. The dos include responding clearly, addressing callers properly, listening, and verifying messages. The don'ts are eating or drinking on calls, using slang or poor language, using first names with unfamiliar callers, and long holds.

2. TELEPHONE ETIQUETTE?
• Being respectful to the person you are talking with
• Showing consideration for the other person's limitations
• Allowing the person time to speak
• Communicating clearly

3. MAKING CALLS
• Don’t say "Who am I speaking with?
• Always know and state the purpose of the communication.
• When you reach a wrong number, don't argue with the person who
answered the call

4. Answering Calls
• Try to answer the phone within three rings.
• Answer with a friendly greeting.
• Speak in a pleasant tone of voice - the caller will appreciate it.
• Ask the caller for their name
• Use the hold button when leaving a line so that the caller does not
accidentally overhear conversations
• When you are out of the office or away from your desk for more than
a few minutes, forward your phone to voicemail.

5. Handling Impatient Calls
• Stay calm. Try to remain diplomatic and polite.
• Always show willingness to resolve the problem or conflict.
• Try to think like the caller.

6. DO’S AND DON’TS

7. DO’S
Respond clearly with YES or NO when speaking
Address the caller properly by his or her name
Listen to the caller and what they have to say
Always ask if you can put the caller on hold
Verify that you have heard and transcribed the message accurately

8. DON’TS
Don’t eat or drink while you are on call
Don’t use slang words or poor language
Never address an unfamiliar caller by his or her first name
Never leave the person on hold for more than a few seconds

9. THANK YOU