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Administrative Assistant's and Secretary's Handbook, 5th Edition by Jennifer Wauson, Kevin Wilson, James Stroman

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Chapter 3

Telephone Usage

Telephone Manners

Administrative assistants must have a pleasing telephone personality and a well-modulated voice that conveys dignity and courtesy. Because you are not seen by the person at the other end of the line, you are judged—and more important, your employer is judged—by your telephone manners. Show interest in what is being said. Reply in clear tones, never raising your voice. Be a good listener, and know what the person at the other end of the line is saying to you.

When the telephone rings, answer it as quickly as possible. At all times, have a memo pad and pen near the telephone. If it’s necessary to delay for some reason, make a polite request such as, “Please wait a moment while I check the record for you.” ...

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