1. Telephone Etiquette Training Topics: Answering the Telephone
P.I.C.T.U.R.E
Interviewing Techniques
Personal Qualities for Phone Work
Tips for Telephone Etiquette
Handling Irate Customers
5 Phases of a Call

2. Telephone Etiquette MMM Training Solutions Contact: Pramila Mathew
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© 2008 MMMTS

3. Telephone Etiquette
© 2008 MMMTS

4. Answering the Telephone
Pick up the phone in three rings . More than three rings signals chaos in your office or inattentiveness.
Greet the caller, e.g. “hello”, “good morning”. Good manners shows you respect the caller.
Give your name. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service.
Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.
The greeting is key, it sets the tone and style of the whole interaction.
© 2008 MMMTS

5. Telephone Etiquette Words 14% Tone of Voice 86%
Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I , Task Order Number: 804

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