Proper telephone etiquette is very important as you are representing the Firm. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves customers with a good of not only the Firm, but also you. Below are  a few key things to remember when it comes to phone etiquette:

Use phrases such as "thank you" and "please".
Listen actively without interrupting

Answering Phone Calls:

1. Ensure the phone is answered by the end of the second ring. i.e the phone should not ring more that two times before it is answered.
2. Answer with a greeting "Good Morning/Afternoon/Evening, ARM Customer service, Nike speaking, how may I help?" - avoid the
   use of 'hello".
3. Smile - it shows, even through the phone lines; speak in a pleasant tone of voice - the caller will appreciate it
4. Ask the caller for their name and use it during the conversation. This shows you have taken an interest in them.
5. If the caller is trying to reach someone in another part of the business, be courteous. Sometimes a caller is transferred all over the
   Firm and the caller gets frustrated. Take time to find out where they should be calling/to whom they should be speaking.
6. Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby
7. Ask the customer for his permission before palcing him/her on hold.

Transferring Calls

1. If the caller needs to speak to another person or department, transfer the caller directly to the desired person's extension rather than
   the switch board. This will save the caller having to explain his/her requests another time, and it will cut the number of times the
   caller needs to be transferred as this can be fustrating.
2. When transferring a caller, tell them who you are transferring them to, and announce the caller to the person you are transferring
   them to and why you are transferring the person

Making Calls

1. Identify yourself when the phone is answered. (Example: "Good Morning, This is Nike, calling from ARM, am i speaking with Mr.
   X?)
2. State the purpose of the call: (I am calling regarding your investment in the ARM AGF).
3. If you told a customer you would call at a certain time, call them as you promised. If you need to delay the conversation, call to
   postpone it, but do not make them wait around for your call.

Handling Impatient/Angry Callers

1. Stay calm and remain polite. Getting angry will only make them angrier.
2. Always show willingness to resolve the problem or conflict.
3. Try to think like the caller. Remember, their problems and concerns are important
4. If you are in a non-supervisory position, offer to have your supervisor talk to the customer or call them back if they caller persist

Ending Conversations

1. Before hanging up, be sure that you have answered all the caller's questions 
2. Always end with a pleasantry such as : "Have a nice day" or "Thank you for investing in ARM Mutual Funds", "Thank you for calling
   ARM customer service"