Why is 'Privacy' considered one of the 7 Pillars of Telephone usage, and generally important when making calls?
a. It makes the call important and secure to both parties, especially when it is a business call.
b. People like things to be private and secretive - it makes them feel special, like they are tricking the world.
c. It's not - privacy should always be secondary to communication and letting everyone know as much as possible.
d. The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.e. a and d
When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?
e. None of the above
When is it acceptable to use the 'silent' mode on your cell phone?
a. When you do not want to disturb others around you.
b. When you are expecting an important call, and do not wish others to be interrupted.
c. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
d. When you wish to attend a meeting or a public event, but still wish to know when you have been called or received a voicemail or text message.
e. All of the above
Which of the following is probably the worst way to end a business call?
a. "Don't call us, we'll call you."
b. "Thanks for your time. Not."
c. "See ya in the next life."
d. Just hang up.
e. They are all equally bad.
Which of the following should be considered while leaving a voice mail message?
a. Leaving a message that is short and to the point.
b. Being polite and giving a sense of what is expected in return.
c. Leaving as much information as possible, relatively briefly.
d. Speaking clearly and succinctly.
e. All of the above
Why is it not a good idea to always leave a lengthy voicemail message?
a. The message can be truncated, and therefore not communicated properly.
b. The message may experience a long delay in reaching its destination.
c. Part of the message may become scrambled and be harder to hear
d. There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.
e. All of the above
What does 'screening your calls' mean?
a. Choosing which calls to answer, and which not to answer, based on the name or number (or absence of a number) that shows up when about to receive the call.
b. Applying a safety cover to your cell phone, often a transparent plastic cover called a 'screen'.
c. Making a list of all the calls you've received in the last month, in order to calculate if your cell phone bill is accurate or not.
d. Deleting all the missed calls, received calls and dialled numbers from your cell phone.
Which of the following sentences are appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
d. "I see"
How can you convey to your listener that you need to discuss sensitive issues over the phone, such as the exchange of personal and protected information?
a. Tell them you will fax the details.
b. Tell them you will email the details, although it might be by unsecured e-mail.
c. Confirm with them whether it is okay to discuss such issues before discussing them.
d. Avoid these discussions at all costs on the telephone.
Which of the following is considered polite if you have an interruption while speaking to a caller?
a. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait 5 minutes, will you.
c. Got to go — I'll call you back later.
d. Wait there, I'll back.
You should not talk about personal issues on a business call until you have established a personal relationship with your business contact?
c. Irrelevant issue for cell phones
d. You should always personalize the call before talking business, even if just telling a joke.
e. None of the above
What is telephone etiquette?
An individual who initiates a telephone call should always be prepared to identify them self when the call is answered, especially if the person who answers is not the person the caller intends to speak to, or if there is certainly a chance that your voice will not be recognized. In other words, it is generally considered impolite to simply ask to speak to someone else without first identifying one's self. This is true whether the call is made to a residence or a business, or when leaving a voice recorded message.
For example, when a call is answered, the caller might say "Hello, my name is Mary Todd. Is Martha there? May I speak to her?" Or "Hello Mrs Thompson, is Jack able to come to the phone?" Never start a conversation by saying "Are you Jack Burns?", because if Jack Burns doesn't know who you are, he may be wondering whether the call is friendly and if it is safe to give his name to a complete stranger.
When leaving a message on a telephone voice recorder, do not simply say "Call me" or "Call me back". Give a reason why you want that person to call you back. For example, you might say "...I want to ask what plans you have for the holiday", or "...I thought we might just catch up on things." Otherwise, without explaining the purpose of your call, you may be creating concern or worry for the other person.” Source: wiki.answers.com
“Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call. There are slightly different rules for a variety of situations. Making and receiving personal calls are not the same as making/receiving business calls. Within this set of rules there can be differences, especially for business calls where companies may want callers or receivers to say certain things.
• Pick up the phone promptly with a salutation like “Hello,” and not “Yeah” or “Go!”
Learn more about proper telephone etiquette.
“The telephone; it is part of us. What would we do without it? It is as common as apple pie and summer sunshine. As much a part of our lives as learning to walk and talk and perhaps that is why we, at most times, give it little thought. Nonetheless, we do think about it, when we have had the experience of being treated rudely or abruptly while using this mode of communication. We bristle at the idea of someone's brusqueness to us, and most probably never take thought of the times we have shown our bad manners while speaking on the telephone.
Correct way to answer the telephone:
Making telephone calls:
Think about what time it is, when placing a call. You would not want to call when there is the possibility that person may be asleep. For example on a work morning before 7:00 a.m. would not be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and remember to avoid calls around the usual period most people will be eating. Courtesy is expected when using the telephone just as if you are talking in person.
Give your name when the telephone is answered, before asking for the person you are requesting.
Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number," never just hang-up. Express your apology, letting them know you have dialed a wrong number. To avoid disturbing another person unnecessarily dial carefully and make sure you can see the dial pad.
When speaking, think of the way you sound. Make sure you enunciate you words clearly and precisely. It is embarrassing to be asked to repeat what you are saying. Your voice reflects your courtesy, since that person on the other end of the line cannot see your facial expressions your "tone of voice" will need to express this.
Basic Good Manners, Telephone Tips:
* If you dial a number that is wrong, apologize, promptly and hang-up.
* Calling a business at or very near closing time is to say the least un-thoughtful. When it is time to go home, after a long day, do not delay them.
* State your name when placing a call. The game of "guess who this is" may not play very well to a busy friend.
* When speaking to anyone who is working and time is of the essence, make your call informative and short.
*Dial carefully and in proper lighting to avoid calling a wrong number and in-conveniencing others.”
Telephone Etiquette Tips:
“1. Ask the caller, "May I know who I am speaking to?"
2. Avoid unnecessary jargon and acronyms in your conversations.
3. Use the caller's name in your conversation.
4. Practice good listening skills.
5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
6. Before placing a caller on hold, ask their permission first and thank them.
7. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
8. Do not forget to return the call as you promised.
9. Do not permit the phone to ring into the office more than three times.
10. Always use a pleasant, congenial and friendly tone.
11. Never interrupt the person while he/she is talking to you.
12. Never engage in an argument with a caller.
13. Do not handle an unhappy caller's concern openly at the check-in and check-out desk.
14. Do not make it a habit of receiving personal calls at work.
15. Do not answer the phone if you are eating or chewing gum.
16. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
17. Learn how to handle several callers simultaneously with ease and grace.
18. Return calls promptly that have been left on voice mail and voicemail.
19. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
20. Do not ever leave a message with someone else or on an voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
21. Always make collection calls in private and away from the patient flow or public areas.
22. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
24. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful.
25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.)
26. When you take a call, turn away from your computer, desk, and other work. Don't allow other distractions to take your attention away from the caller.
27. Always have something available to write with.
28. Answer calls by the second or third ring.
29. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.
30. Use a "telephone voice" in which you control your volume and speed. Speak clearly.
31. Be enthusiastic and respectful.
32. If there is a problem, be concerned, empathetic, and apologetic.
33. Thank the caller for calling. Ask them to call again.
34. Never eat, drink, or chew gum while you are on a call.
These were some tips on telephone etiquette. It is important that you remember these while conversing with someone over the phone. Not only would it help to present yourself in a better way, but it will also ensure that you put across yourself positively.”
20 Business Telephone Etiquette Tips for customer service:
“1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
2. Before placing a caller on hold, ask their permission first and thank them.
3. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
4. Do not forget to return the call as you promised.
5. Do not permit the phone to ring into the office more than three times.
6. Always use a pleasant, congenial and friendly tone.
7. Never interrupt the person while he/she is talking to you.
8. Never engage in an argument with a caller.
9. Do not handle an unhappy caller's concern openly at the checkin/checkout desk.
10. Do not make it a habit of receiving personal calls at work.
11. Do not answer the phone if you are eating or chewing gum.
12. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
13. Learn how to handle several callers simultaneously with ease and grace.
14. Return calls promptly that have been left on voice mail and ansafones.
15. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
16. Do not ever leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
17. Always make collection calls in private and away from the patient flow or public areas.
18. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
20. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.”
Don't Miss A Single Updates
✓Remember to check your email account to confirm your subscription.