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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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6. Handle all calls you can and transfer others

In high-volume call situations (the norm in today's business world), you need to move the current call along rapidly to prepare for the next one. At the same time, you cannot afford to give the impression that you are rushing the caller.

You must determine quickly which calls you can deal with yourself and which need to be transferred to others. And you must be certain that you transfer to the correct party.

These suggestions may help:

  • As soon as you identify a problem outside your area of expertise, say, "I think I know just who can help you," to ease into the transfer.
  • If your company does not provide a computerized list of "experts" who handle problems, keep your own list next to the phone.
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