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Telephone and Email
Etiquette Lessons

Creating a Good Impression

Better Telephone Conversations

Barriers to Phone Conversations

Making and Returning Calls

Keeping Phone Calls Professional

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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5. Act friendly and interested

Keeping a friendly, concerned attitude during an entire day of phone calls can be the most taxing requirement of your job. Yet it is also one of the most important. A bored, distant response to a caller is almost guaranteed to produce resentment and a negative impression of your company.

Perhaps the last call did indeed produce an order for 10,000 customized tee-shirts. However, the current caller wants only one beige tee-shirt and a 39-cent dish towel. Make sure you treat both callers equally. Keep the friendly interest in your voice at all times.

Try these tricks to keep the good cheer flowing:

  • Silently tap out the rhythm of your greeting with your index finger.
  • Visualize your greeting as a wave pattern on a monitor screen.
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