There will be times when you don t have the expertise to service a caller. Promptly hand off the call to someone who specializes in that area. Don t keep running to a third party. Something can get lost when you run interference. Besides, the caller s next question may stump you, too, says Hatton.
Time is important to people.
They don t want to stay on hold while you try to decipher answers to their questions. Promise a call back on unresolved problems, and follow through. If a call involves some research, assure the person that you will call back before the end of the day. No matter what your telephone conversation is about, you ll have more success if you follow these rules of etiquette. They establish an atmosphere of courtesy that will make every call more pleasant and productive.