sexta-feira, 23 de outubro de 2015
> Let the person talk. Don´t interrupt!
> Listen empathetically with full attention.
> If you can, be of help personally.
> If you cannot be of help personally, transfer the call to the person most likely to be able to help.
> Never be defensive or rude.
> Never become emotional.
> Never tell the caller what you cannot do.
> Take notes and repeat the person´s words back.
> Tell the caller what you can do, then do it promptly.
(written by Valerie Sokolosky, in The Little Instruction Book of Business Etiquette)
segunda-feira, 12 de outubro de 2015
> Younger to older male executive: "Dear Mr. Jones"
> Older to younger male executive: "Dear John"
> Younger executive to older female executive: "Dear Mrs. Jones" or "Dear Ms. Jones"
> Older executive to younger female executive: "Dear Jane" or "Dear Mrs./Ms. Jones"
> To a titled professional: "Dear Dr. Jones"; "Dear Reverend Jones"
> To a company: "Ladies and Gentlemen"
> Close relationship: "Dear John" or "Dear Jane"
> Position known, name unknown: call and find out - spelling, etc....!!
From: The Little Instruction Book of Business Etiquette, by Valerie Sokolosky