1. Preparation—You can actually prepare to take a phone call. Taking certain preparation steps will help you listen better and concentrate more fully on what the customer is saying.
   
2. A Strong Start—If a phone call gets off to an awkward start, it can go downhill quickly from there. This step teaches you a 4-part greeting that, if done right, will impress any caller.
   
3. Building Rapport—There are proven techniques you can use to build rapport with a caller. Whether the caller’s a high-powered businessman or a soft-spoken elderly person, there are appropriate and effective ways to build rapport.
   
4. Effective On-Hold Techniques—There’s a right way and a wrong way to put a caller on hold. For example, when’s the last time a receptionist politely asked you if you were able to hold?
   
5. Effective Call-Transferring—This step teaches two effective call transferring techniques—the guided transfer and the description transfer.
   
6. Speaking Clearly—Anyone who wants to succeed in business today should be able to enunciate and speak clearly. Remember tongue twisters? You can actually use them as a warm-up for doing telephone work!
   
7. Proper Tone of Voice—Tone of voice is the nonverbal component of your telephone personality. Learn how to treat each phone call as a separate “performance”.
   
8. Positive Speech—Your use of language can make or break a call. There are certain words and phrases that can quickly turn off a caller; conversely, there are words and phrases that are music to a caller’s ears.
   
9. Effective Listening—This step reviews 10 Positive Listening Behaviors. You’ll also learn the right techniques for diffusing an angry caller.
   
10. Practice the Golden Rule—Wouldn’t it be a better world if we all treated each other the way we wish to be treated? When you’re on the telephone with a customer, you should treat the caller with the same dignity and respect you extend to the owner of your company.

Want to learn the 10 Steps to Cell Phone Etiquette as well? Click here!

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