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Telephone and Communication Etiquette

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Eye see trouble - act fast!

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How to handle calls with professionalism and a friendly tone, ensuring clear communication and making every caller feel valued.

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1. How do you answer the phone?
Bril, goeie middag. Bril (practice name), goeie middag. Demi hello. Bril goeie middag, Demi wat gesels.
2. How do you address a customer?
Aunty or Uncle Their first name. Sir or Mam All of the above
3. True or False: I can call a customer when it's convenient for me.
True False
4. When do you call a customer Sir/Mam?
You call all customers Sir/Mam. When you don't know them. When they are 60 and older. All of the above
5. True or False: It is acceptable to keep callers holdings for as long as needed, even if it takes longer than 30 seconds to look up information, without offering to call back.
True False
6. True or False: Do not interrupt colleagues who are on telephone calls, and avoid letting colleagues interrupt your while handling a telephone call.
True False
7. When must messages of customers be attended to?
The next business day. At the end of the business day. Whenever you get to it. All of the above.
8. True or False: I can let the phone ring more than 3 times before answering.
True False
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