Veniamin Levitsky (Magdeburg)
Impossible to imagine life modern man without a phone. Communication on the phone has become one of the necessary needs, an important component of his personal and business life. The phone provides a continuous rapid exchange of information at any distance and at any time, allows you to quickly resolve business and personal issues.
Studies show that up to 25% of working time is spent on business telephone conversations, and in 90% of cases the telephone is the main working "tool".
business phone conversation is a form of oral remote business dialogue carried out with the help of technical means. One of the features of telephone conversations (with the exception of a conversation with a video image) is the lack of use of such important means. non-verbal communication, as gestures, posture, facial expressions, facial expressions, spatial position of the interlocutors.
Therefore, in order to convey the nuances of a conversation, it is necessary to activate the verbal expression, Special attention it is necessary to pay attention to voice and speech characteristics: tonality, timbre, intonation of the voice, the use of competent speech formulas.
To improve the efficiency of a business telephone conversation at its different phases, you can use the following recommendations and techniques.
Preparing for a telephone conversation
1. Dial the phone number of the interlocutor only when the purpose of the upcoming conversation is clear to you.
2. Write down in advance the main questions that you are going to ask your interlocutor.
3. Cook Required documents that may be required during the conversation (certificates, correspondence, reviews, reports, acts, etc.).
4. Select optimal time for a telephone conversation, having previously found out from the business partner the time of the conversation that is convenient for him and agreed on it in advance. Make unimportant phone calls that you have to make during the working day when they do not disturb your business rhythm. Use whenever possible for telephone conversations pauses between cases and meetings; the most favorable time for phone calls is from 8:00 to 9:30; from 13:30 to 14:00 or after 16:30. Calling your business partner on a home phone for a business call can only be justified by a serious reason. At the same time, whoever you call, boss or subordinate, should not do this after 22 hours, unless there is an urgent need for this or prior consent to the call has been obtained.
5. When conducting business conversations, consider the features of use modern means telephone (electronic) communication: radiotelephone, pager, mobile phone, software Skype. pay attention to information security: valuable and confidential information can become the property of not only hackers, but also competitors; consider the risk of losing sensitive data.
Rules for conducting a telephone conversation
If you call observe following rules conducting a telephone conversation: 1. At the beginning of a telephone conversation, introduce yourself and state its purpose, and only then move on to the essence of the conversation.
2. Try to imagine your caller sitting across from you and talking to you, using a language that is comfortable to use in a live conversation.
3. Maintain a delicate style of negotiations, be polite, correct, respectful and friendly, do not show negative emotions, even if you do not like everything in the conversation.
4. Speak clearly and clearly, keep in mind that the phone exacerbates the shortcomings of speech - fast or slow pronunciation of words makes it difficult to understand. So, in the countries of the Indo-European languages, they speak at a speed of 200 to 500 syllables per minute, the speed below or above these values is defined as "extremely slow" or "extremely fast" respectively. Pay special attention to the pronunciation of numbers, proper names, consonants. If in a conversation there are names of cities, proper names, surnames, Internet addresses, etc., which are poorly perceived by ear, they must be pronounced in syllables or even letters to avoid errors;
5. Be brief - as analysis shows, in a telephone conversation 30-40% of the time is occupied by repetitions of words and phrases, unnecessary pauses, extra words. 6. Do not interrupt the conversation if an important phone call comes in on another device. In case of emergency, ask permission to interrupt the conversation and assure your partner that you will call him back in 10 minutes.
6. During a telephone conversation, avoid "parallel conversations" with your employees.
7. Ask the consent of your interlocutor if you want to record a conversation on a voice recorder, connect a parallel device or turn on the speakerphone so that people in the room can listen to the conversation.
8. At the end of the conversation, briefly summarize, clarify whether the interlocutor understood you correctly, list the measures that need to be taken on the issue under discussion (who exactly, when and what should be done).
9. If necessary, promise to give the interlocutor a brief written confirmation of the telephone conversation that took place, a copy of the dictaphone recording, etc.
10. During a conversation, write down important details such as names, numbers, and other important information which your colleagues will then be able to see.
11. Watch (especially for long-distance and international calls) the duration of the call, take into account its cost, use an electronic gebur counter for these purposes.
12. End the conversation as soon as its goal is reached. At the end of the conversation, be sure to say etiquette phrases: an apology, words of gratitude, assurances. The end of a conversation, like its beginning, leaves the most vivid impression.
If they call you observe the following rules:
1. Who to pick up the phone? Secretary (if any) or you.
2. When to pick up the phone? After the first call, but not later than the fourth.
3. First words: Not "Hello", "Yes" or "I'm listening", but "Company..." "Department...", "Management..." or "Director", then you can give your last name.
4. Whom to give preference to: a phone call or a person with whom a conversation is being conducted in the office? It all depends on the situation: if the conversation ends, ask the subscriber to wait; if the conversation lasts another 10 - 15 minutes, ask the subscriber to call back after a certain time;
5. You have a long conversation or you have a lot of visitors. In this case, write down the phone number and call back when you are free.
6. Who calls back if the conversation is interrupted? The one who called.
7. How to talk about a sensitive topic in the presence of people in the office? Don't speak at all. Find an opportunity to talk later when you are alone.
8. What is the optimal length of a business phone call? No more than 3 minutes: mutual introduction - 20 seconds, plus or minus 5 seconds; bringing the interlocutor up to date - 40 seconds, plus or minus 5 seconds; discussion of the essence of the matter - 100 seconds, plus or minus 5 seconds; conclusion - 20 seconds, plus or minus 5 seconds.
9. Who should be the first to end the conversation? The one who called.
After a phone call
After a telephone conversation is completed, it is necessary to record all of its important points. In this way, you can capture the important information received for future work. Write down who called, when they called, summary conversations and agreements reached.
I hope that the above recommendations and techniques for conducting business telephone conversations will help you successfully resolve business issues over the phone, and in conclusion I would like to quote the words of the 17th-century French writer-philosopher Francois de La Rochefoucauld:
"... True eloquence consists in saying everything that is needed, but no more than that ...".
In our progressive age, the dominant position is occupied by communicative interaction. Most complex issues and tasks can be resolved through telephone conversations. Thanks to communication through this means of communication, people are able to conclude the most advantageous agreement or, in the "wrong scenario", completely lose an important client. That is why every literate man must master the basics of telephone etiquette. What is business communication by phone and how to conduct it correctly is the topic of our today's article.
Any of us should learn how to negotiate correctly, since the person conducting the conversation does not have the opportunity to see the opponent and his actions. To persuade a potential client in your direction in such a way that he does not have the desire to hang up the phone in the first minutes of a conversation will require a lot of effort. The reputation of a person and the organization he represents depends on the ability to conduct telephone conversations.
Before a serious phone call, you should carefully prepare for it as follows:
When making a call, first of all, you should stop and tell the purpose for which you are calling. In this case, it is necessary to choose a friendly tone. A telephone conversation should take place without long pauses, it should be energetic and concise.
You can not exert psychological pressure in the process of negotiating, because in this case it is unlikely that you will be able to win the favor of a potential client in this way. Try not to ask the wrong questions. In the event that a telephone call is international or long-distance, it is necessary to ensure that it lasts no more than six minutes. All business proposals and requirements must be supported by arguments. Questions should be answered truthfully and briefly. It is better to outline the conversation plan in advance on paper.
At the end of the conversation, be sure to say again all the agreements that you came to during the conversation. Since you initiated the call, the end of the conversation should also come from you, except for situations where the interlocutor is more senior.
When at the end of negotiations you promise to call back, try not to delay it and make a second call within 24 hours. Be sure to keep in mind that you cannot dial partners to your home number.
In a situation where, having called, you do not find your partner at the workplace, specify a convenient time to call him back and do not ask where he is now. From the point of view of business ethics, this is incorrect.
Observe the following rules of business etiquette:
Numerous studies that have been conducted among business people have indicated that about 56% of calls are made without greeting phrases. Explaining the reason for not saying greetings, the businessmen said that it goes without saying, and that it’s not convenient for them to say hello many times during the day. It is important to remember here that in verbal communication there is nothing that goes without saying, and therefore every phrase must be voiced.
In no case should you interrupt the interlocutor in the middle of the conversation - give him the opportunity to express his thought to the end. It is necessary to pronounce words clearly, as well as to monitor the tone of speech and its volume. There should be a pause between questions to give the interlocutor the right to answer.
Negative emotions should not be given free rein, as this may offend a business partner.
If you speak with an accent, try to pronounce phrases as clearly as possible. In no case do not clamp the handset with your hand to comment on the conversation with colleagues, since the interlocutor can hear everything. Thus, you will find yourself in an awkward situation.
In the case when the interlocutor voices a complaint to you, you cannot tell him that this mistake is not yours, or this issue is not within your competence. Such a response can negatively affect the reputation of the organization and will not help in solving problems. If there is your fault, be sure to apologize and try to solve the problem as quickly as possible.
There are some phrases to avoid:
It is better to replace these answers with neutral ones, which will be more loyal and will not spoil the reputation of the company. When you are not able to give an exact answer, it is better to say that you will try to clarify the information and call back. Use these phrases:
By following the culture of business communication on the phone, you will be able to establish yourself with better side and confirm the positive image of the company you work for.
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From this article you will learn:
- What are the rules of business telephone etiquette if you call
- What are the secretary's telephone etiquette rules
- What are the rules of telephone etiquette for a call center
Being polite on the phone is the key to a successful conversation. Never forget the rules of telephone etiquette. You are mistaken if you think that a telephone conversation does not matter. Compliance with the rules of telephone etiquette contributes to the development of a constructive dialogue between the interlocutors, allows you to direct relations in the right direction long before the scheduled meeting. In our article we will talk in detail about why, to whom and how to use the rules of telephone etiquette.
Proper telephone conversation is complex and important view communications. Your interlocutor cannot see your eyes, face, facial expressions, posture and gestures. He only hears your voice. Even though you don't know that either. Maybe he's just pretending to listen to you. And he himself watches his favorite TV series, makes a sandwich and, listlessly humming in response, waits for you to finish your monologue. Studying the rules of telephone etiquette will help you to always be an interesting conversationalist, keep the conversation concise and understandable, without wasting too much time, end the conversation with a positive result . This is especially important for a business conversation, when frequent mistakes reduce its effectiveness.
The interlocutor does not see your clothes, facial expressions, gestures, or any other non-verbal aspects that help to suggest the nature of communication. However, a well-chosen pause, its duration, or the right intonation will help turn the dialogue in the right direction.
Telephone communication dictates its own terms and rules of communication. It is the knowledge and observance of the rules of conducting a telephone conversation - etiquette that distinguishes a professional. Business communication does not take anything for granted. Your partner should not guess what you meant. The success of negotiations very often depends on the correctness of the conversation and clarity of presentation. The lack of a greeting or a respectful treatment can turn potential partners away from you for a long time. A frivolous attitude to a business conversation can give rise to the same attitude towards you as a business partner. Knowledge of the basic rules of telephone etiquette is essential for successful person.
Nowadays, few people imagine their life without a mobile phone. It has become a part of our life. Convenient and important part of it. To mobile devices did not interfere, but helped your life, you need to know and follow the rules of telephone etiquette. Consider some of the most relevant to mobile phones.
Being in a public place, set your mobile phone to a specific mode. Business calls can also be made as usual. Reduce the volume to a minimum during a meeting or an important conversation. When you go to a library, cinema, museum, or exhibition, mute your phone so you can enjoy the art without disturbing other visitors. Also, turn down the ringer volume when visiting a restaurant or coffee shop. You can use vibration mode.
Mobile etiquette recommends turning on the silent button set if you're in a public place. By typing the text of the message and accompanying each letter with a sound signal, you can irritate the people around you, giving rise to their negative attitude towards you.
Don't put your cell phone down phone on the table if you came to a restaurant or cafe. The call will be perfectly audible if the phone is put in a pocket or bag. But this rule of telephone etiquette does not apply at all to sports bars, where it is very noisy.
Being driving a car, you can only use the mobile phone with the headset (hands-free). But it's still very distracting from the road. You should not talk on the phone while driving a car, this will lead to at least a fine, but I don’t want to remind you of other consequences.
Etiquette rules prohibit the use of ringtones containing obscene words or swearing, offensive expressions, statements that are offensive to a certain group of people.
Silent mode mobile phone is specially designed to mute the ringer at the right moments. These are business negotiations, meetings, visiting a library, cinema or exhibition, etc. When answering a call is important to you and cannot be put off, apologize to your colleagues and go out to talk. If you know in advance about a possible important call, warn about it even before the meeting or negotiations begin.
turn off mobile required during an airplane flight or hospital visit to avoid its effect on the equipment. Rules of etiquette recommend that you turn off the sound of the phone before the start of a performance or movie. Cell phones must also be turned off in church. You need to turn off your mobile phone wherever there are signs with such a request. If you need an urgent call, you just need to leave the restricted zone.
going to talk on a cell phone move away from people nearby. In order not to disturb them with your conversation, walk about five meters to the side or call the interlocutor later. You should not talk on a mobile phone while in a crowd of people. An underpass, a tunnel, or a crowded vehicle is no place for a business conversation or idle chatter. If the call is important to you, then pick up the phone and say that you will call back later. Think about the fact that people around you can be annoyed by a long-playing ringtone. The best option way out of the situation will be sending an SMS message explaining the reason and a promise to call back.
If the environment allows you to talk on the phone, then try to do it as quietly and calmly as possible, without attracting the attention of other people.
According to the rules of telephone etiquette, SMS messages can be sent at any time of the day. If the subscriber does not want to hear them, he will turn off the sound of notifications. He will read them as soon as possible.
Rules of telephone etiquette categorically forbid view the content of SMS messages and call logs in other people's phones. This rule applies to everyone, including the closest people. This is considered bad manners.
You should not use another person's phone unless they have given you permission to do so. Also, do not give someone else's cell phone number without consulting with its owner. This can make him irritated and negative towards you.
The first rule of business telephone etiquette is the obligatory greeting of the interlocutor. It seems to be a common truth, and no one needs to be taught this, but statistics on verbal business communication show that more than 55% of telephone conversations remain without a greeting. According to the advice of psychologists, it is better to say “Good afternoon” at the beginning of a conversation than “Hello”, because the second word is due to a large number consonants are difficult to perceive. It's also better to avoid wishing good morning or good evening, as negotiations are carried out during the working day.
Always be ready to write something down. The presence of note paper and a pencil is the second rule of telephone etiquette.
While on the phone, try not to get distracted by other things. The third rule of telephone etiquette categorically prohibits combining food and business conversation over the phone. It's disrespectful to say the least. Your interlocutor may think that you are as careless about business as you are about a telephone conversation with him.
Polite and courteous conversation is the fourth rule of business telephone etiquette. Screams and irritation during a telephone conversation are strictly prohibited, especially if it is a business conversation. Insults and swearing are unacceptable in interpersonal and business communication, in any form.
The rules of telephone etiquette recommend that you correctly end the conversation immediately when a client comes to you or guests come to your house. Apologize, briefly state the reason for interrupting the conversation and agree on a second call. Such behavior will endear you to both the visitor and the telephone interlocutor. If you are at home, then tell him that you are sorry, but since a guest has come to you, you will call back tomorrow morning. If you are in the office, then also apologize, but since the client came to you, you will call back in an hour. And never forget to keep your promises.
The rules of telephone etiquette stipulate that in the event of an unexpected interruption in communication, the initiator of the call should call back. If during a conversation between an employee of the company and a client or customer, the connection is interrupted, then the representative of the company calls back.
The rules of telephone etiquette state that it is the first words and the sound of your voice that determine the further style of communication. Facial expressions and gestures do not accompany a telephone conversation. Only the ability to politely and competently express your thoughts will help you make a favorable impression on the interlocutor. In a telephone conversation, your voice replaces everything - and appearance, and temperament.
Start the conversation with calm phrases. Do not immediately cover the interlocutor with a waterfall of information. Try setting it up for a conversation first. When changing intonation, try to highlight the most important words. Communicate information in short messages so that one sentence contains one thought. But there is no need to replay, portraying a deep and velvety voice. Falsehood is heard immediately. You can simply adapt to the interlocutor, using his rhythm and pace of conversation. Such conformity will flatter him. Posture, facial expression, posture - it all determines your voice. It is necessary to tune in to the conversation both literally and figuratively. Polite, concise, calm speech and competent posing of questions is the key to successful telephone conversations. And no cigarettes in your mouth, chewing gum, lollipops, tea during a telephone conversation. Try to keep it quiet around, and nothing interferes with the goal of the conversation.
Business telephone etiquette emphasizes the importance of active listening. The interlocutor should feel that you are listening carefully to him. Support his speech with the words “yes”, “clear”, etc. Keep the conversation under control, not allowing the interlocutor to stray from the topic and drag out the conversation. Try to answer a question with a question, thereby leading the interlocutor to a personal meeting.
It is a well-known fact that three channels are involved in the transmission of information - body language, intonation and words. In personal communication, sign language takes center stage. However, during a telephone conversation, this channel disappears, and leading role plays the intonation with which the message is conveyed. The rules of telephone etiquette urge you to carefully monitor your intonation, especially when conducting business negotiations by phone.
The positive intonation of your voice allows you to favorably set the interlocutor to conduct a conversation, creates his mood, and you a good reputation. With the help of intonation, charge the interlocutor with your smile, energy and enthusiasm.
The rules of telephone etiquette do not advise you to fall apart in an armchair or put your feet on the table during telephone conversations. While in this position, you change the angle of the diaphragm, which causes a change in the timbre of the voice, making it indifferent and disinterested. Do not allow this, because the interlocutor will immediately understand that you do not need this conversation.
If your interlocutor is slow, then you try not to rush, giving him information. From the fact that you speak faster, he will not think faster. Just the opposite. Not keeping up with the speed of obtaining information, the train of thought is lost, and the person eventually becomes completely confused.
Another case is if the interlocutor quickly grasps and analyzes information. His speech is short, and the decision does not require much thought. In this case, your slowness and slowness can annoy him, he needs action. When communicating with this type of person, speed up your speech, but carefully control everything so as not to look ridiculous.
Try saying "Hello" a few times. different ways. Record on a voice recorder. Listen to everything. Choose the most suitable option which, in your opinion, has and sounds positive.
Choose synonyms for the word "Hello". For example, "yes" or "I'm listening." And now record with them. All this will help you hear your voice from the outside and choose the most good option timbre and intonation. Do this exercise until you achieve the desired effect. Remember it and try to always stick to it later.
By observing your own negotiation, you will realize that many problems disappear by themselves as soon as you begin to adhere to the rules of telephone etiquette. Observance of the simplest truths can win over people, help you achieve results and avoid unpleasant consequences.
Taking into account these simple rules of telephone etiquette, you will be able to establish yourself as a correct, competent person and a stable business partner.
Do not delay telephone conversations. The call should be short and clear. The rules of business telephone etiquette provide for the duration of a business conversation for about five minutes. If the issue requires a long discussion, then it is better to arrange a personal meeting.
When calling, first ask if it is convenient for the interlocutor to talk at the moment, and if not, then apologize and specify when to call you back.
Telephone etiquette teaches you to prioritize. If you are unable to answer incoming calls, then turn off your phone or entrust answers to the secretary. During personal communication with a client or visitor, you should not talk on the phone for a long time. Briefly communicate that you will call back later and specify when it is most convenient to do this. If you need to call in front of the visitor, apologize to him and make the call as short as possible.
The rules of telephone etiquette do not recommend conducting business conversations on the phone, being among a large number of people, in in public places, cinemas or transport. The noisy environment around to a minimum reduces the effectiveness of such a conversation, interfering with the correct perception of information.
The rules of telephone etiquette stipulate that the conversation on equal terms should be completed by the one who started it. If the conversation takes place with a higher management, then only on his initiative the conversation stops. The woman has the same privilege. Realizing that the conversation has dragged on, and you will not hear anything new, try to restrain your impatience. Try to correctly end the conversation, for example, with the phrase: “Thank you for your time and successful discussion of issues.” Politeness will form positive opinion about you.
When communicating with an annoying interlocutor, the rules of telephone etiquette recommend not wasting your time on him and correctly explaining that you are unable to continue the conversation further.
Always state your name. Even despite the absolute certainty that you were recognized. The rules of telephone etiquette do not recommend the use of phrases like "you are bothered", etc. - this puts you in a bad light. It will be correct to first introduce yourself, giving your name, and, if necessary, position, and proceed to discuss the issues outlined.
Before starting a conversation, you should make sure that the one you need is on the other end of the wire. If you do not know for sure that the interlocutor you need picked up the phone, ask to invite him to the phone as follows: “Can I hear Nikolai Petrovich?” or "Please invite Maria to the phone." You should not guess who exactly answered the phone, listing all the familiar names, for example: “Hello, is this Masha? Not? Glasha? etc. You will look ridiculous and ridiculous. And you are unlikely to give the impression of a successful person with whom you can conduct common business. Just at the very beginning of the conversation, briefly ask, for example: “Vadim Petrovich?”. If this is the person you need, then say hello, introduce yourself and get down to business.
It is not recommended to find out who picked up the phone by asking: "Who is this?". If you have doubts about the correct dialing of the number, check whether you got through: “Hello! Is this the Phoenix Company? etc. When you find out that the number is dialed incorrectly, try not to call back several times, but simply find the correct number, for example, on the website the right company.
Specify when it is more convenient to call back if the person you need is not at the place.
When thinking over the text of the message for the autoresponder, do not forget the order: first, greet, introduce yourself, specify the date and time, then briefly state the question and ask if possible to contact you, and at the end, say goodbye.
The rules of telephone etiquette advise at the very beginning of a conversation to always clarify whether it is convenient for your interlocutor to give you time at the moment. An untimely call can ruin a million dollar deal. If your interlocutor is busy with something more important to him, then all your suggestions will be ignored. Without delving into the little things, it is easier for him to refuse you than to be distracted from what he is doing. By calling at a more convenient moment, you could easily persuade him to make a deal, giving serious arguments, but now his thoughts are completely different, and your plans are thwarted.
The rules of telephone etiquette advise you to explain the subject of the call for no longer than one minute. It makes no sense for ten minutes to develop the topic of why you decided to call. Speak clearly and specifically so as not to waste time from the interlocutor.
Don't apologize for taking up the other person's time, even if you feel like you're taking up a lot of their time. Your apologies will not do you any good, because the interlocutor will think that:
The rules of telephone etiquette advise replacing apologies with gratitude. Simply thank the other person for making time for you by saying, “Thank you for your time.”
Try to answer the call immediately, before about the fifth ring. Telephone etiquette recommends answering the third ring. The first is needed to postpone things. The second is to tune in. The third is to smile and pick up the phone. This is what demonstrates a respectful attitude towards the client and the corporate ethics of the company. Failure to comply with business etiquette indicates a low level of corporate ethics in the company.
Do not immediately grab the phone. Put things aside, tune in, smile and pick up the phone.
The rules of telephone etiquette strongly recommend not to use the words “Hello”, “Yes”, etc. in a business setting. When you pick up the phone, you should say the name of the company you represent. For example: “Company Triumph, hello!”. We advise you to think in advance of a greeting related to the specifics of your company. It is not necessary to give your first and last name, it is enough to indicate your position or department of the company. The main thing is that it becomes clear to the interlocutor which company he called and who is talking to him. And you don't need to find out who is calling if your colleague is asked.
The rules of telephone etiquette consider it unacceptable to pick up the phone and, saying: “Wait a second,” make you wait for the caller until you are free. It is much more appropriate to say that you are busy at the moment and will call back later or name a time when it will be more convenient for you to talk.
While in a business meeting or meeting, mute your phone, giving priority to live communication. When finished, you can call back.
If you are asked to invite another person to the phone, answer, for example, like this: "Wait a second, I'm passing the phone to him." In turn, the one who is invited to the phone should thank for this.
If you cannot invite an employee to the phone due to his absence, be sure to offer to call back after some time. For example: "Please call back in 15 minutes."
The rules of telephone etiquette advise against picking up two phones at the same time, so as not to make one of the interlocutors wait while you talk to the other. You need to pick up the phone, apologize, and briefly explain the situation, offer to call back later. Or apologize to the first interlocutor, and after completing the first conversation, start the next one.
Today, the telephone is often used as a means of business communication. Increasingly, firms located in one city are entering into deals and other agreements with organizations located on the other side of the country. Of course, business negotiations in such cases are most conveniently carried out by phone.
However, business communication on the phone is fundamentally different from private. The most important difference is that when conducting business negotiations, you put at stake not only your personal credibility, but also the reputation of the organization in which you work. So if you do not follow the etiquette of communication on the phone, you risk causing irreparable damage to your own company.
Before you make a business phone call, you need to carefully prepare:
If you receive a call at work, it is advisable to pick up the phone after the second or third ring.
Secretary telephone etiquette is one of the most important features good secretary. Business telephone communication begins with the secretary, because it is the secretary who first picks up the phone in the company.
The task of the secretary is to receive all calls coming into the office, and then distribute these calls to departments or employees. The duties of the secretary may also include primary consulting of clients on the prices and services of the company, etc.
The impression of the company that the caller will have depends on how well the secretary knows business telephone etiquette, so this point needs to be given great attention.
If you are a secretary, then there are several secretary telephone etiquette rules that you are advised to know.
Secretary of the Department of General Affairs
financial studios for business "Delopolis"
Salnikova Kristina
