Administrative Assistant’s and Secretary’s Handbook, 2nd edition

Author: James Stroman, Kevin Wilson and Jennifer Wauson
Pub Date: 2007
Your Price: $24.95
ISBN: 0814407846
Format: Hardcover

• Administrative Assistant’s and Secretary’s Handbook, 2nd edition
• Sample Chapter: Anatomy of a Meeting
• Telephone Etiquette Tips
• Press Release
• Table of Contents
• Web Sites for Administrative Assistants
• Request an Evaluation Copy, INSTRUCTOR ONLY!

Telephone Etiquette Tips

The following checklist will assist you in practicing good telephone etiquette and performing your telephone answering responsibilities in a professional manner.

1. When you take a call, turn away from your computer, desk, and other work. Don’t allow other distractions to take your attention away from the caller.
2. Always have something available to write with.
3. Answer calls by the second or third ring.
4. Smile when you answer your calls. Even though the caller can’t see it, they’ll hear the smile in your voice.
5. Use a “telephone voice ” in which you control your volume and speed. Speak clearly.
6. Be enthusiastic and respectful.
7. Greet the caller, and identify yourself, your business, and your department.
8. Ask the caller, “To whom am I speaking? ”
9. Ask the caller, “How may I help you? ”
10. Avoid unnecessary jargon and acronyms in your conversations.
11. Use the caller’s name in your conversation.
12. Practice good listening skills.
13. If there is a problem, be concerned, empathetic, and apologetic.
14. Thank the caller for calling. Ask them to call again.
15. Never eat, drink, or chew gum while you are on a call.

From Administrative Assistant’s and Secretary’s Handbook, Second Edition (AMACOM) by James Stroman, Kevin Wilson and Jennifer Wauson.

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