Effective Phone Etiquette Practices

The video tutorial emphasizes the importance of phone etiquette in creating positive first impressions. It covers effective call answering, active listening, managing holds, transferring calls, handling multiple lines, dealing with difficult callers, and screening calls. The tutorial provides practical tips to enhance caller experience and ensure professional communication.

How long does it take to make a first impression over the phone?

• Less than 1 minute

• Less than 10 seconds

• Less than 5 minutes

• Less than 3 seconds

What should you do before picking up the phone?

• Take a deep breath

• Continue your conversation

• Check your emails

• Discontinue any other conversations or activities

What is the recommended time to answer a call?

• Before the fourth ring

• Before the first ring

• Before the second ring

• Before the third ring

How should you respond if a caller reaches you by mistake?

• Ignore their request

• Be courteous and try to help

• Transfer them without explanation

• Hang up immediately

What is a key aspect of providing outstanding customer service?

• Listening carefully

• Being defensive

• Interrupting frequently

• Talking over the caller

What should you do before placing a caller on hold?

• Hang up

• Ask their permission

• Transfer the call

• Put them on hold immediately

What should you do if you need to answer a second call while on another line?

• Transfer the second call immediately

• Ignore the second call

• Hang up on the first caller

• Ask the first caller to hold

How should you handle an angry caller?

• Escalate their anger

• Stay calm and show understanding

• Argue with them

• Hang up immediately

What should you ask when screening calls?

• What is your favorite color?

• May I tell him or her who is calling?

• Can you call back later?

• Do you like our company?

Why is proper phone etiquette important?

• It makes a great first impression

• It wastes time

• It is unnecessary

• It annoys callers