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Telephone etiquette in Customer Service, is the ethics that surround appropriate communication over the phone with prospects and customers.

Ways of creating first positive impressions

1. Responsiveness and Swiftness

2. Responsibilities to Issues

3. Quick problem solving Attitude

4. Offering immediate assistance to issue at hand

5. Friendliness

6. Using customer’s name in a conversation

7. Pleasant voice tone

8. Polite and courteous manners

Ways of creative negative impression:
• Making prospects or customer wait

• Not answering the phone appropriately

• Not saying “please” and/or “thank you” or other pleasant words

• Speaking too loudly or harshly

• Focusing on another task while addressing or servicing a customer.

Lastly, First impression last longer for prospects and Good Follow up makes customers want to come back.

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