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Professional Phone Skills


Business Etiquette

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Unit Video

Unit Summary

When responding to a phone call in an organization you should:
  • Pick up the phone with a formal greeting
  • Pick up the phone quickly
  • Make sure that there isn’t too much noise in the background
  • Make sure that you are positive and friendly.
  • If you are taking a message for someone you should take the caller’s name, the person he/she is calling, the purpose of the call, an email or contact number where he/she can be reached

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When responding to a phone call in an organisation you should abide to the below points so that you convey professionalism at your working environment.
  1. Pick up the phone with a formal greeting: Start by greeting and introducing yourself. So you could say, “Good morning/ Good evening / Good Afternoon, This is Sara from Potential, how may I direct your call?” Make sure you are pleasant on the phone.
End the conversation by saying “Thank you sir/ madam, is there anything else I can help you with?”
Make sure you use sentences like “Looking forward to seeing you soon. Looking forward to hearing from you again. Thank you for calling Potential” Make sure that the vibes given on the phone are positive and reflect total assertiveness and professionalism.
  1. Pick up the phone quickly: People don’t like to wait while calling make sure that you answer a call by the third ring.
  2. Make sure that there isn’t too much noise in the background.
  3. If you run across a client who is complaining about a product or service make sure that you are positive and friendly.
  4. If you are taking a message for someone you should take the details below:
  • The caller’s name
  • The person he/she is calling
  • The purpose of the call
  • An email or contact number where he/she can be reached.
Make sure you repeat the number to ensure that it is accurate. Give the same information if you were to leave a message for someone.
Abiding to the above points will help in your day to day interactions on the phone at your workplace.

"Words can inspire. And words can destroy. Choose yours well." Robin Sharma