1. Pick the phone, at worst, at the third ring.
2. Set / have a standard greeting.
3. Create a dialogue not a monologue.
4. Speak pleasantly (creating a good rapport).
5. Smile on phone in order to have a good pleasant voice or tore.
6. Sound alert and active – let not your voice sound lazy, tired, and rude, bored or disinterested.
7. Use a low pitch tone, high pitch will sound like shouting.
8. Use a vocal response not dead silence.
9. Be polite or courteous to all calls irrespective of the circumstances.
10. Use simple words that the caller will understand. Avoid industrial jargons.
11. Don’t eat, sip a drink, and chew gum while on phone.
12. Listen very attentively.
13. Don’t work or do other things while on phone, the caller can sense your distractions.
14. When transferring calls, whether in coming or out going, identity each party to themselves.
15. Don’t keep the caller on hold for more than sixty seconds without communicating your effort.
16. Say ‘thank you’ for holding on. The caller feels appreciated.
17. Return all calls promptly – if you were not available. When people call and the recipient is not available, ensure you deliver the message.
18. Treat every call as a first time call.
19. Treat all calls as customers, all customers as friends.
20. Your phone should not ring in a meeting; either switch it off or put it on vibration.
21. When ending your call ensure there are no unfinished business. Let the customer sound pleased ask “is there anything else I can do for you.”
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