Telephone courtesy not only smoothens your relationship with callers, it also helps you become the best you can be as a professional member of your organization’s team. When you treat all callers courteously even those that you handle for others; you make everyone’s job a lot easier.

Most of all telephone courtesy make your job more interesting and enjoyable. It is important that you keep the caller point of view and need foremost in mind, especially when you are under pressure. When you do, your job will be more stimulated and rewarding than when you are unable to see pass you own pressure and concern.

Below are the key skills of telephone courtesy in answering calls:

Answer calls promptly
You should answer each calls before the second ring if possible. It leaves a favorable impression of your organization and makes the caller feel special.

Identify yourself and your organization.
You should identify yourself and your organization in a clear, distinct tone of voice. manys callers contact you not knowing if yours is the right organization to satisfy their needs. By the identification, you reassure callers that they have dialled correctly. Moreover you build their confidence, at the outset of the call, in the fact that they have contacted a professionally, competent organization.
By identifying yourself, you show your willingness to assume your personal responsibility. You confirm that you are not “just someone who work here” or someone who prefer to hide behind smokescreen. Giving your name confirms to the caller that there is a person on the other end who wants to satisfy their needs.

Be prepared
You must know your products and services. This includes current or any revisions or updated information that caller expects you to have. By having the required information, you build their confidence and that of your organization. You show that you are confident and ready to satisfy their needs.
You should also know the name and extensions co-workers who have the information you lack. This shows that you are part of a cohesive team. It also imply that you will direct callers to persons rather than giving them the run-around. It often helps to have this information taped to your telephone for quick and easy reference.
You should also have a pen and notepad handy at all times. This saves callers from having to wait while you are trying to locate them to take notes.

Keep written record
You should take note of all pertinent facts the caller gives you. Keeping a written record of information put the caller at ease and prevents future confusion, misunderstanding or costly errors.

Use the caller’s name
You should use the caller’s name frequently. People value their name, so you should listen to the correct pronunciation. If in doubt please ask for clarification. When you use a caller’s name it shows that your full attention is on this call and on this caller’s unique needs.

Speak with enthusiasm
Your voice should be enthusiasm, pleasant and personal, yet businesslike. You should be sincerely courteous. You should avoid artificially enthusiasm or mechanical, voice. You should be pleasant to come across naturally and professionally. Since caller can’t see you your voice alone must make them feel welcome. Caller will be strongly affected both by what you say and how you say it. While an indifferent or artificial tone of voice can put callers off, a warm , welcoming tone of voice can draw the caller in and help make the entire transaction smoother and more enjoyable for both of you. Your enthusiasm also help to build the caller’s confidence in your organization’s competence.

Explain all transfer
You should never transfer a call without being sure that you are putting the caller in touch with right person on your end. Explain why you are transferring the call to your co-worker. This will help the caller feel in control and move in the direction of having his needs met Caller’s resent being transferred to someone who is no more qualified to satisfy their need than the first person they reached.