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Telephone Etiquette

Telephone Etiquette

by Robert DeGroot

NOOK Book(eBook)


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According to etiquette expert Letitia Baldrige, "The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization."

That's why it is so important to be aware of how the phone is answered by everyone in your organization.

It's not just the receptionist who answers the phone. Almost everyone has a telephone on their desk and most of those people talk to internal or external customers.

After completing this ebook you will have the knowledge to work within the telephone etiquette standards:

Section One: Incoming Calls

- Maximum number of rings
- Opening Remarks
- Voice tones
- Addressing the caller

Section Two: Putting the Customer on Hold

- What to say when putting the caller on hold
- How long should you leave the caller on hold
- Taking the customer off hold

Section Three: Intercom etiquette

- Transferring a call
- Receiving a call

Section Four: Messages

- Taking and leaving messages
- Don't promise what you can't deliver
- Voice mail

Section Five: Ending the Call

- Four steps to ending the call and making them glad they called

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Product Details

BN ID: 2940149239641
Publisher: Robert DeGroot
Publication date: 05/20/2014
Series: Customer Service Excellence , #6
Sold by: Barnes & Noble
Format: NOOK Book
Sales rank: 324,607
File size: 15 KB

About the Author

Robert "Bob" DeGroot, M.Ed., D.C.H.: Dr. Bob DeGroot is the founder and president of Sales Training International. He is an author, counselor, consultant, sales professional, and trainer with over 30 years of experience in the fields of sales and psychology. He earned a Bachelor’s in Psychology, Master of Education in School Psychology from Texas State University and a Doctorate in Clinical Hypnotherapy from the American Institute of Hypnotherapy.

He is the author of PSYCHOLOGY FOR SUCCESSFUL SELLING (Branden Publishing Company, 1988. Bob has written over 70 training courses, 50 Web-based training courses and dozens of eBooks in the professions of sales, sales management, and customer service. See

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