Answer a telephone

Today I'm in charge of the admin office, my responsibility for today is to answers all telephone calls and then deal with the enquiries of request in a appropriate way.

Here is some good telephone etiquette:

1. Answer within 3 rings
2. Smile when you are answering it change your tone of voice
3. Answer by saying your companies name, your department and your name
4. Say How can I assist you/how may I help you?
5. Listen carefully
6. Dont let anything take off your concentration and think about the situation
7. Speak in a loud and clear manner
8. Use the appropriate language
9. Always be friendly
10. Give your feedback
11. Make sure you have the correct information
12. In the end say have a nice day and thank you.


Whenever you feel that you can’t assist a customer and that you are not the appropriate person then you must handled it to a more senior person or refer it to the appropriate person.