Telephone Etiquette

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Telephone Etiquette
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Using the Telephone Effectively and Courteously

• Answer the phone before the third ring.
• Answer calls and return missed calls within 24
  hours.
• Always identify yourself when placing a call.
• Keep conversation brief, but not to the point of
  curtness.
• Address people by their names and titles, as
  appropriate.
• Place a call on hold, if necessary, rather than
  leaving a phone with an open line.
• Respond promptly to all requests.

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Using the Telephone Effectively and Courteously

• Listen. Do not interrupt a caller or become
  impatient.
• Do not talk with food or chewing gum in your
  mouth.
• Respond courteously to requests and responses.
• Always let the customer know when you will return
  the call. This must never exceed one day.
• When you have finished talking, say Thank you,
  Mr. or Ms. ____. Goodbye.
• Let the caller hang up first.

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Placing A Call

• Know the name of the person you want to reach and
  how to pronounce it.
• Verify the phone number before calling.
• Keep frequently called numbers handy.
• Ask the caller if it is convenient to talk.
• Insist on calling back if the connection is
  faulty.

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Choice of Words

• Avoid crude expressions.
• Reply with a distinct yes, rather than yeah.
• Show respect with simple comments and responses
  such as Thank you, I appreciate your help,
  and Please.
• Avoid responding with non-words noises, such as
  ah, uh-huh or ummm.
• Speak slowly and pronounce words clearly.

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Placing Calls on Hold

• Ask permission before placing a caller on hold.
• Return to the line periodically.
• Ask callers if they want to continue holding.
• Indicate how long the delay could be.
• Offer to call the person back if the wait will be
  long.
• Never leave a customer on hold for longer than
  one minute.
• Be courteous, respectful and professional.

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Answering Multiple Incoming Calls

• Place the first call on hold.
• Answer the next call.
• Complete the second call only if it can be
  handled quickly.
• Return to the initial call promptly.
• Provide quality service that meets or exceeds the
  customers expectations.

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Transferring Calls

• Transfer calls only if you are unable to help the
  caller.
• Ask permission to transfer calls.
• Give names and complete telephone numbers to the
  caller in case the call is disconnected.
• If the caller complains about being transferred,
  suggest having the call returned instead.
• Give the new party any helpful information before
  completing the transfer.
• Never transfer a caller more than two times.

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Cutting Calls Short

• Give a short, sincere explanation for ending the
  telephone conversation.
• For example, Im sorry to cut this short, but I
  have a visitor waiting to see me.
• Make plans to get back with the caller if
  necessary.
• Example We have a staff meeting in five
  minutes. May I call you back?

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Taking Messages

• Write a message, even if the caller indicates
  they will call back.
• Include the time and date.
• Write legibly.
• Verify the callers name and phone number by
  repeating the information.
• Include as much information as possible to help
  the message recipient return the call.
• Sign or initial the message slip and deliver the
  message promptly.

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You Call The Wrong Number

• If you place a call and reach what appears to be
  a wrong
• number, immediately check the telephone number.
• For example
• I beg your pardon, but is this [phone]?
• If it is evident that some error was made,
  express regret, even if you were not responsible.

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Someone Calls You by Mistake

• Inform the caller politely that he/she reached a
  wrong number.
• Suggest that the caller recheck the number and
  dial again.
• If the caller is trying to reach a County
  employee or department, do your best to find the
  number and assist the caller in transferring the
  call.

13
Screening Calls

• Avoid giving the impression that calls are being
  screened.
• Do not ask the callers name before saying the
  requested party is unavailable.
• Ask if the call can be returned.
• Use judgment in determining whether the
  supervisor needs to talk to every important
  person.
• Transfer a call if it is an emergency.

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Handling Complaints and Angry Callers

• Never make an angry caller wait for more than 30
  minutes for a supervisor.
• Listen to the complaint, investigate and act to
  resolve the issue.
• Avoid interrupting until the entire complaint has
  been stated.
• Do not allow yourself to get angry.
• If the caller is angry, pause before you respond.
  Then respond politely.
• If the caller is extremely angry, ask if you can
  call back.
• If the caller refuses, ask if you can have few
  minutes to collect needed information. This
  additional time may allow the caller to calm
  down.

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Handling Complaints and Angry Callers
Continued

• Never put an angry caller on hold. This may make
  them more angry.
• Empathize. Express regret for the situation.
• For example Im sorry for the inconvenience.
• 3. Find a way to agree with their circumstances.
• For example I understand what you are going
  through. Id be upset too if that happened to
  me.
• 4. Suggest alternatives for handling the problem
  that you have the authority and take
  responsibility for providing answers to the
  customer.

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Managing Your Voice Message System

• Answer your telephone when you are at your desk.
• Let the system pick up when you cant answer.
• If you must leave you desk, check for messages
  promptly upon returning.
• When returning a call and the system answers,
  leave a clear, detailed message including your
  phone number.
• When your availability changes, change your
  greeting.

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Something to Remember

• A person may forget what you say,
• A person may forget what you do,
• But, a person will not forget how
• you made them feel

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Success

• When every customer leaves
• satisfied.

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Wrap- up

• Questions and Answers
• Participants Evaluation

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Thank You!