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Does Your Company Have Proper Phone Etiquette
Does Your Company Have Proper Phone Etiquette? by Mark Allen Answering Calls for Your Company 1. Answer promptly (before the third ring if possible).
2. Before picking up the receiver, discontinue any other
conversation or activity such as eating, chewing gum, typing, etc
that can be heard by the calling party.
3. Speak clearly and distinctly in a pleasant tone of voice.
4. Use hold button when leaving the line so that the caller does
not accidentally hear conversations being held nearby.
5. When transferring a call, be sure to explain to the caller that
you are doing so and where you are transferring them.
6. Remember that you may be the first and only contact a person may
have with your company, and that first impression will stay with
the caller long after the call is completed.
7. Always be courteous. The callers will greatly appreciate it.
8. When the called party is not in, the following responses should
be used both to protect the privacy of the office staff and to give
a more tactful response:
What You Mean: Tell The Caller:
"He is out." "He is not in the office at the moment. Would you like to leave a message on his voicemail?"
"I don't know where he is."
"He has stepped out of the office. Would you like to leave a message on his voicemail?"
"He is in the men's room."
"He has stepped out of the office. Would you like to leave a message on his voicemail?"
"He hasn't come in yet."
"I expect him shortly. He had early appointment this morning. Would you like to leave a message on his voicemail?"
"She took the day off."
"She is at appointments out of the office for the day. Can someone else help you or would you like her voicemail?"
"He doesn't want to be disturbed."
"He is unavailable at the moment. Would you like to leave a message on his voicemail?"
"She is busy."
"He is unavailable at the moment. Would you like to leave a message on his voicemail?"
Good Telephone Procedures Remember that you are representing your company and etiquette is
very important. Using phrases such as "thank you" and "please" are
essential in displaying a professional atmosphere.
Make sure to answer before the third ring. Examples of greetings can be: "ABC Company, may I help you?" OR
"Good morning"...you get the idea. Use a greeting that is going to
give the caller the impression that we are in fact professional and
pleasant. If you are currently on one line and another line rings Tell the first caller to "Please hold." Place caller on hold. Answer the ringing line saying, "[Company Name] please hold." Place second caller on hold. Return to first caller and complete the call. Go back to the second caller. Say, "Thank you for holding, may I help you?"
NOTE: Sometimes you will have many lines ringing all at once.
Please remember to write down the names of the calls holding so you
avoid asking who the caller is holding for more than once. Follow
the above steps, placing as many calls on hold as necessary. In summary, the person answering the phone is your first impression
to your customers. Make it a great one. |
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