Always return calls. Even if you don’t yet have an answer to the caller’s question, call and explain what you’re doing to get the requested information, or direct them to the appropriate place to get it.
If you’re going to be out, have someone pick up your calls or at a minimum, have your answering system tell the caller when you’ll be back in the office and when they can expect a call back.
When you initiate a call and get a receptionist or secretary, identify yourself and tell them the basic nature of your call. That way, you’ll be sure you’re getting the right person or department and the person you’re trying to reach will be able to pull up the appropriate information and help you more efficiently.
When you’re on the receiving end of a phone call, identify yourself and your department. Answer the phone with some enthusiasm or at least warmth, even if you ARE being interrupted, the person on the other end doesn’t know that!
Make sure your voice mail system is working properly and doesn’t tell the caller that the mailbox is full, transfer them to nowhere, or ring indefinitely. Address technical and system problems- a rude machine or system is as unacceptable as a rude person.
You don’t have to reply to obvious solicitations. If someone is calling to sell you something, you can indicate that you are not interested and hang up without losing too much time on it. However, you do need to be careful. You may be receiving a call from an insurance or long distance company that wants to hire you as a consultant! Be sure you know the nature of the call before you (politely, of course) excuse yourself.
Personalize the conversation. Many people act in electronic media (including phone, phone mail, and e-mail) the way they act in their cars. They feel since they’re not face-to-face with a person, it is perfectly acceptable to be abrupt, crass, or rude. We need to ensure that we make best use of the advantages of these media without falling headfirst into the disadvantages.

VIJAY VYAS

I would like to add to Vijay stating that; A caller would not know about your current engagement at work hence would be unable to predict your engrossment at work.

Each call needs to be picked with a smile consciously to make the caller feel confortable speaking. Nevertheless based on the engrossment at work one can decide to continue the call or take the number to call back. But do call back.

Its your voice,your smile and warmth while speaking that will leave a positive impression.

regards

While on phone, always think as the other person can see you and now talk.

Keep the message short and to the point, it saves others as well as your time.

following some of the below mentioned points wil help one to brush up their telephonic skills:

have good listening skills ,if wanted jott down the pints the client is askin for so that you can answer them all their querries,without being missed any point.

have patience and good voice modulation ,u may be attending thousand calls but for the customer its first,so don't answer them for the sake of answering,keep the spirit of answering always the same.

if don know the customer querry's answer don't disconnect the call or say no but reply that you yourself will get back once u recieve the answer to them and give a time limit and dod follow it.

have a good call triage skill,to guide the customers.

thank you.hope it will be useful

Hi,

I would suggest that while you make a call, introduce yourself and the person to whom u want to speak to.Even if you have a complaint to register, dont loose your patience but only speak to the right person.Make sure you dont shout at the receptionist!

While you attend a call, always be calm and welcoming.Provide the caller with adequate info or direct them to the right person.Never leave the person without answering his queries.

1) say hello, GOOD MORNING /AFTERNOON OR EVENING.

2) Then your NAME, OR ORGANISATION NAME (if reception)
Example: “Hello you have reached XYZ organisation, How can I help you?"
Or “Hello this is Prasad how can I help you? Or Good morning this is Prasad speaking...

3) Even when you leave a voice message or your own voice box memo, please do maintain the same etiquette. As it leaves an impression about you.

4) If on mobile phone it is fun to have funny "caller tunes" but think about what is it going to tell about you to the other person. (If it is your MD or Super boss)

5) Please put the ring tone of the mobile phone or the desk phone low. And should be melodious. It not only annoys others but also you.

6) While speaking on the phone, keep your voice normal, other employees of the organisation don’t have to know that you are making a deal or you are posing a boss.

7) Be in the listener's shoes don’t give false information, keep the customer / caller informed (or whatever is best suited). I once heard a receptionist in a diagnostic centre telling the client over the phone about his result (which is bad news)... it could be better explained by the doctor or counselled by a doctor.