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Step1 Personalize your call Greet the other person by name, and use their name often. Ask how they are doing before you talk business.
Quick Tip:
Keep notes in your directory to help you remember personal details about the people you speak to frequently.
Step2 Smile Smile. Even though the other person can’t see you, you will sound friendlier and livelier. Stand up to make yourself sound more energetic.
Step3 Don't chew gum or eat Don’t chew gum or eat while on the phone. The resulting sounds are amplified for the person on the other end.
Step4 Avoid noisy peripheral activity Avoid making noises such as those resulting from typing or shuffling papers. The other person may think you’re not giving them your full attention.
Quick Tip:
Ensure your environment is completely free of background noise, such as television and other conversations.
Step5 Provide pleasant transitions Ask the person’s permission to place them on hold. If you’ve had to place someone on hold, thank them for holding when you return to the line.
Step6 End the conversation on a pleasant note End the conversation on a pleasant note to ensure a friendly final impression.
You have to follow the protocol of customer service:
1) Introduce your name while answering the phone
2) Study the personality development
3) Study the5 voice levels (soft, mild, medium, higher and harsh)
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