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Learn essential strategies for proper telephone etiquette, including call transferring, handling difficult callers, making a positive impression, calming angry customers, and creating impactful multimedia presentations. Master email and phone communication best practices to enhance customer satisfaction and business success.
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What should you do before you transfer a call? Get the caller’s name and number
Name 3 rules for proper cellphone etiquette. Call back if reception is bad, let them know your location, & turn off disctractions
When should you not transfer a call? Just to get rid of a difficult caller
Who makes the first impression of a business in regards to telephone communication? The person answering the phone
If you are uncomfortable calling someone, how can you reduce this feeling? Picture the other person on the line
What are the 7 magic words to calm an angry customer? What would you like us to do?
What are 3 advantages for a multimedia presentation? Look professional, provides good notes for audience, & easy to add & delete info
What are 3 disadvantages of using a multimedia presentation? High costs, takes time to make the presentation, & takes time to learn the software
When picking up the phone to talk to someone who’s been on hold, what should you say? Thank them for holding
What is the maximum time that a person should be left on hold? One minute
What is one of the biggest complaints customers make? Someone not returning their call
What is it called when one phone message leads to another and yet another on an answering machine without either party getting a live call through? Phone tag
Out of rate, tone, volume, and articulation, which is the most important in telephone communication? tone
What are body language symbols that are used in email such as >:< for a frown called? emoticons
Name 4 rules to follow for proper email nettiquette. 1. Avoid forwarding too much2. Check email daily3. Don't email confidential info4. Avoid inappropriate content
Name 3 rules to follow when you are creating a multimedia presentation. 1. Practice stories to make info memorable2. Build in answers to possible questions3. Consider size and seating of audience
What does "spam" refer to when using email? Junk email
Where should you not use cell phones? Churches, restaurants, movies
What should you not use email for? Confidential info
Name 3 adjectives that describe the advantages for email. Quick, efficient, convenient
Name 4 pieces of info you should write on a phone message. Caller’s name and number, purpose of the call, your name, good time to call back
Name 5 rules for good phone etiquette. 1. Be friendly2. Answer quickly3. Identify the company4. Be a good listener5. Keep message material near
Besides rate, articulation, and tone, what is other element you can control in your own voice?? volume
What determines the quality of your telephone conversation? your tone
What upsets customers concerning telephone communication? Not returning calls
How should you answer the phone at work? Quickly and Courteously
