In today's high-tech world, the one communication tool that remains a constant is the telephone.  Using the telephone competently and courteously is essential to customer and client satisfaction.  Poor telephone etiquette can have a disastrous effect on your telephone customer service - and bottom line.

Here are some tips for providing excellent customer service:

Preparation:  Have a fair idea of what you are going to say in advance of your telephone call.  Have a mental script you can fall back on if the conversation wanders.
Introduction:  When we meet people face to face we often introduce ourselves with a handshake.  On the phone we must do this verbally by greeting the customer with genuine warmth.