Newsgram

Whether you are new in the workforce or have experience in customer service, it is very important in the Office Skills profession to present a professional image, both in person and on the telephone. Taking care of callers' needs and making them feel well informed and appreciated are essential. Here are some tips to follow:

1. Speak clearly. Taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.

2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

3. Do not eat or drink while you are on telephone duty.

4. Do not use slang words. Respond clearly with "yes" or "no" when speaking. Never use swear words.

5. Address the caller properly by his or her title. For example, "Good morning, Mr. Brown" or "Good afternoon, Ms. Sanders."

6. Listen to the caller and what they have to say. The ability to listen is a problem in general, but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the caller when you are taking a message. Verify that you have heard and transcribed the message accurately.

7. Be patient and helpful. If a caller is upset, listen to what they have to say and then refer them to the appropriate resource. Never act rude to the caller.

8. Always ask if you can put the caller on hold. Never leave the person on hold for more than a few seconds.

Remember, proper telephone etiquette is an important facet of communication, since you represent not only yourself, but your department as well.

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