Great Customer Service on the Telephone

CHAPTER 7

GOTTA GET THAT OTHER LINE

Unless you have only one phone line without call waiting or are fortunate enough to always have an assistant or colleague who will handle the incoming calls, you will at times have to answer two—or more—lines at once. Guaranteed.

Juggling multiple phone lines can be the most stress-inducing aspect of using the telephone, especially when “receptionist” isn’t part of your job description or of your training.

The good news is that almost anyone can—with a few pointers—handle more than one phone line in a way that leaves callers feeling good. (Though, if you need to handle six lines or more, or a real phone board, formal training is a must.)

Pointers for Handling More Than One Phone Line

1. If handling multiple ...