Telephone Answering Tips

• Speak clearly and slowly

• Smile (you can hear it in your voice!)

• State your name and organisation

• Write down the caller’s name and use it

•  If the customer is explaining something use words to show you’re listening ( yes , I understand….)

• Have pad and pencil ready to take notes or messages (check spelling and message content)

• Don’t eat or drink while on the phone ( chewing gum is louder than you think on the other end of a telephone line)

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