job. When you work on the phone all day as a customer service representative, the telephone is the one and only tool that will make or break your success. The phone is probably the most used tool in modern business. **Answering the phone professionally The rules for answering a telephone are simple but they need to be continually reviewed and practised. Following are the most basic ones, which should always be employed. 1. Use the four answering courtesies: · Greet the caller · State your organisation (or department) · Introduce yourself · Offer your help "Good afternoon, Accounts, Andrew Batt speaking. How may I help?" 2. Show enthusiasm when you answer. Help make the caller feel welcome A tired voice lacking in enthusiasm is very unappealing and reflects on the professionalism of your organisation. 3. Use friendly phrases as part of your greeting. · "Thanks for calling." · "May I help you?" 4
for meals at their places, to offer free accommodation, gifts, company, etc. The `supreme hospitality' of sharing the visitors' language is never explicitly associated to the other courtesies. Nor is the ordinary people's `cultural capital', their Downloaded by [KU Leuven University Library] at 06:11 02 June 2015 occasionally amazing encyclopaedic/cross-cultural knowledge, a matter of further investigation. A farmer in the mountains well acquainted with Fellini, a teenager
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