Knowledge Bank Article
The telephone is probably the most important piece of equipment in today's office, yet it is also probably the most abused instrument of business. Treating customers professionally means being as pleasant over the phone as you are in person. Here are some tips:
Be careful not to keep someone waiting on the phone while you attend to an equally important task. The person on the phone should take precedence the majority of the time.
Smile when you answer the phone. The person on the line will hear it in your voice.
Many of us think it is acceptable not to return phone calls. We may feel if the call was important that the calling party will call again. This is not acceptable.
Conversations should be ended in an upbeat manner with a summary of any action to be taken.
It is not your right to be equally as snippy if your caller is rude. Always be the bigger person and handle the caller professionally.