Title: Demonstrate telephone etiquette.
Course: Marketing (12164) > Section: Communicating in the Workplace

Demonstration should include

- receiving phone calls
  - answering the phone within a reasonable amount of time (e.g., two rings)
  - identifying one’s business and oneself
  - taking accurate messages
  - informing the caller what to expect before putting them on hold
  - forwarding and referring calls appropriately

- making calls
  - considering the time zone and time of day of call for the recipient
  - organizing thoughts and any necessary material prior to placing the call
  - identifying oneself, one’s company, and one’s purpose
  - listening carefully to the call recipient’s responses, noting content and tone
  - taking notes when appropriate
  - completing conversation in a timely manner
  - noting whether a follow-up call is necessary and giving the recipient a specific date for follow-up
- video calls and teleconferencing.

Process/Skill Questions:

- How is the person answering a phone call important to a company’s customer service image?
- Why is it important to be organized when making a phone call?
- Why is it important to pay attention to the phone call recipient’s tone of voice?
- When is the use of the phone for personal calls appropriate in the workplace?
- What information should be gathered when taking a message?
- What is the appropriate manner for placing a caller on hold in a business environment?
- When should a follow-up phone call be provided?