Importance of Observing Manners in Answering the TelephoneCredit: http://adminsecret.monster.com/careers/articles/826-the-latest-in-phone-etiquette

Telephone etiquette is very important in any business. Often a client's first contact with a company is through the telephone. This is why it is so important that the image that the person that answers a company's is one that is meant to be portrayed.

Effective Customer Service TipsCredit: http://www.modern-manners-and-etiquette.com/business-telephone-etiquette.html

Tips for the Receptionist / Secretary

Always present a professional image while making the client feel appreciated. The following are some tips to keep in mind:

• Speak clearly and cheerfully in a slow and professional voice.
• Keep in mind that the caller cannot see you or any nonverbal gestures.
• Avoid shouting or speaking loud and try to keep your voice at a moderate level.
• Do not eat or drink except on a break so that there is no chance that you have food or a beverage in your mouth when a call comes in.
• Never swear, use slang or poor language.
• Address the caller properly. This depends on the culture. For instance, the proper way to address a client in the U.S. would be with Mr., Ms. or Mrs. and their last name. In Brazil, on the other hand, first names are more commonly used.
• Listen. Listen. Listen carefully to what the caller has to say. Paraphrasing back to the client can verify that you understood.
• Be patient and as helpful as possible.
• If you need to put a client on hold, always ask first and never leave them on hold for more than a few seconds.
• Do not get distracted from the call.

Telephone Etiquette TrainingCredit: http://www.ehow.com/how_8030167_teach-telephone-etiquette.html

Phone Etiquette for Making Calls

There are certain things that you can do when making calls as well:

• Remember to properly identify yourself including your name, your company's name and provide a contact telephone number.
• Always be aware of the information that you are talking about, especially confidential information.
• If you know you will need to leave a message, think about writing it out beforehand. Keep it short and to the point.

Telephone Etiquette for ...

Properly Transfer a CallCredit: http://www.ehow.com/how_7485744_move-phone-nortel-phone-system.html

Transferring a Call - Always explain why you need to transfer the call, whether it is simply because the caller reached the wrong department or number. Tell the caller who they should talk to and ask for their permission to transfer the call. Explain the situation to the person who answers the phone so that the caller does not have to explain everything again. Ask the caller if there is anything else that you can do before the transfer.

Etiquette in Ending a Telephone CallCredit: http://www.kish.in/ending-call-from-iphone-using-the-antenna/

Ending a Call - There are two basic reasons that you may need to end a call. One reason is that the caller is a talker and is consuming too much time and the other reason is that the caller is being abusive or threatening. Always know your company's policy and procedures on how to handle the situation. Always be professional, yet curt and assertive. After the business portion of the call, you can permit three or four extra minutes for more personal inquiries or conversation if appropriate. Wait for a pause to end the call.

Business image is very important in today's world and this includes phone etiquette. Improper telephone etiquette can provide your client with a negative image of your company. On the other hand, proper telephone etiquette can leave your client with a positive image and keep them coming back.