Businesses have many channels of communication, including instant messaging and email. Despite this, communicating over the phone is an important way for companies to communicate internally and externally with clients and colleagues alike.

Phone etiquette is how you communicate and come across during a telephone conversation. It relates to:

• The words you use
•  How you listen
• Your tone of voice
• The manners you show

Using correct phone etiquette shows professionalism and increases your clients’ and customers’ satisfaction. This creates a positive impression, resulting in customer loyalty and trust.

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