PROFESSIONAL PHONE USE

Customers on the phone should be treated as if you were talking to them in person. Here is a basic guideline to follow.

VERBAL HANDSHAKE

Introduce yourself and the company.
Identify the caller.
Establish whether or not it is a convenient time to talk. If not make later arrangements.

GETTING NEEDED INFORMATION

Take control of the call, you are the expert.
It is best to ask for information in a way that requires more than a yes or no response.
Repeat key points to verify that you have them correct and show that you are intently listening.

OFFER HELP

Volunteer any useful information.
Let them know you are there to assist them in what they are looking for.