Some telephone hints

VOICE-SOUND

You have to avoid being silent for a long time

Avoid shouting

Stand up to have a more confident voice

Speak clearly

Don´t answer with monosyllables

Avoid speaking quickly

Spell the difficult words

POLITENESS-ATTITUDE

Start with “good morning/afternoon” + the name of your company. Identify yourself.

Don´t interrupt your correspondent

Use the client’s name as soon as you know it

Ask “anything else” before closing

Try to sound interested

Try to smile while you´re talking

Be polite

Transmit confidence

Avoid remaining silent

Excuse the absence of the person they are asking for and offer to take a message

Assure the client his message will be delivered

Don´t make background noises

Don´t speak quickly

Don´t whisper

Don´t talk with another person when you pick-up the phone

Don´t do anything else while you are talking on the telephone, be alert

Don´t eat while you are talking

Avoid getting nervous

Avoid being rude

Don´t chew bubble gum

Don´t gossip

SKILLS

Try to be efficient

Try to be happy

Take the information as soon as possible (ASAP)

Be flappable

Be comprehensive

Lift the receiver before the 3rd ring

Try to be skilful

Ask for their telephone number and name

Echo any numerical data

Make sure that you have a note-pad and a pen

Identify who is expected to take next action

Take the message