Telephone Etiquette
Domain 5 tests telephone etiquette: the small behaviours that signal respect and control a call.
Core rules
Answer within the agreed ring count, greet the company and yourself, and ask how you may help. Speak at a moderate pace, with a smile in the voice. Ask permission before holding: explain why, give an expected time, thank the customer and check back within the stated interval. For transfers, tell the customer, brief the receiving agent and introduce them. Take messages with the 5 Ws: who called, which number, why, when and what action. End by recapping, asking if anything else is needed and thanking the customer. Use mute only when not speaking to the customer, and check it before speaking. Avoid eating, chewing, slang, jargon and background noise.
Worked example
Weak: 'Hold on.' Better: 'May I place you on hold for about one minute while I check your balance? … Thank you for holding. I have your balance ready.' Reasoning: the customer knows why and how long, is thanked, and the agent checks back rather than leaving an open-ended hold.
Traps
Putting a caller on hold without warning; forgetting to return; speaking while muted; using a speakerphone in an open office; not repeating a phone number or reference ID; ending without a recap. Etiquette marks are often lost in the first and last 20 seconds.