By Shana Kennon
Answer the Telephone
Effectively
When your telephone
rings, answer quickly,
between the first and
second ring if possible,
and definitely by the third
ring.
 Answer the phone with a
pleasant, friendly tone of
voice.

Handle
Incoming
Calls
Appropriately
1.
2.
3.
4.
5.
6.
Greet the caller.
Give the name or
department of your
organization.
Give your name.
Ask how you can help the
caller.
Transfer the call when
necessary.
Close the call courteously
Listen to your Customers
Visualize the
person.
Listen politely
to what they
are saying.
Listen to
complaints.
Do not
interrupt.
Respond with
empathy
Use Good Listening Skills
Listen for facts.
2. Search for subtle meanings.
3. Be patient.
4. Do not evaluate.
5. Act on what the caller is saying.
1.
Tips for Dealing with a Difficult
Customer.
1.
2.
3.
Do not become angry.
Look for points of
agreements with customer
and focus on those.
If customer continues to be
abusive, ask the caller to
call back when he or she
can discuss the issue
calmly.
Tips for Telephone Success
Be
pleasant
to the
customer
Respond
calmly to
an angry
customer
Ask
tactful
questions
Use
proper
English
Speak at
proper
volume
and
speed
Points to Remember
1.
2.
3.
Customers should be treated with
dignity and respect whether the
communication is by phone, in person,
or online.
Be sure to give customers explanations
if they have a question.
Provide options and alternatives when
you can not give the customer exactly
what they want.
Works Cited

Patsy Fulton-Calkins, P. (n.d.).
Procedures & Theory For Administrative
Professionals. In M. Karin M. Stulz.
South-Western CENGAGE Learning.