Establishing proper phone manners requires the user to learn the best practices for all phases of conversations like pre-greeting, greeting, conversation, and closing. Phone users should be ready or prepared for the phone call during the pre-greeting phase. For instance, the user should have a paper and pen in the hand, not being busy, and having the phone within their reach will help them get the call right even before it began. The importance of having a writing material handy is to ensure that the user can write important notes mentioned during communication. The greeting or welcoming part is considered the most important phase in phone conversation.
Phone Etiquette. The other important aspect these specialists should know is that their machines should not be faulty to the extent that the conversation will be interrupted before the customers make their points as this would discourage them from calling again. Additionally, if a customer calls and understands that the support answering the call does not understand his problems, he or she will be discouraged and this may result in dissatisfaction. Phone Etiquette.
Sahukar, N. & P.Bhalla, P. (2003). The Book of Etiquette and Manners. New York: Prentice Hall