Telephone and Email
Etiquette Lessons

Creating a Good Impression

Better Telephone Conversations

Barriers to Phone Conversations

Making and Returning Calls

Making Cold Calls

Handling Conference Calls

Handling Unsolicited Calls

Appropriate Work Email

Mistakes of Work Email

Required lessons are indicated by (R).
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Assessment

1. You should speak so all callers can understand you, no matter what their background is.

Your answer, True, is correct. Clear communication is the key to providing good customer service, no matter what the other person's background is.

2. Your name is a sufficient telephone greeting when you are very busy.

Your answer, False, is correct. A good greeting includes the company name and a brief, positive introduction.

3. The only important calls are the ones from important people.

Your answer, False, is correct. All calls, no matter the importance of the caller, should be handled with respect and with high priority.

4. If you show interest in the caller, the caller will feel friendlier toward your company.

Your answer, True, is correct. Callers will have positive feelings toward the company when you show interest in them.

5. Most callers won't care to whom they are transferred.

Your answer, False, is correct. Callers want to be transferred to a person who can help them.

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