Tel Etiquette

7/25/2019 Tel 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.

eep conversation brief! but not to the point of curtness.

Address people by their names and titles! as appropriate.

"lace a call on hold! if necessary! rather than leaving aphone with an open line.

#espond promptly to all requests.


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Using the Telephone Effectively

and Courteously

$isten. %o not interrupt a caller or become impatient.

%o not tal& with food or chewing gum in your mouth.

#espond courteously to requests and responses.

Always let the customer &now when you will return the

call. This must never e'ceed one day.

(hen you have finished tal&ing! say )Than& you! *r. or

*s. ++++. ,oodbye.-

$et the caller hang up first.


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"lacing A Call

. now the name of the person you want to reach and

how to pronounce it.

2. /erify the phone number before calling.0. eep frequently called numbers handy.

4. As& the caller if it is convenient to tal&.

1. nsist on calling bac& if the connection is faulty.


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Choice of (ords

. Avoid crude e'pressions.

2. #eply with a distinct )yes!- rather than )yeah.-

0. 3how respect with simple comments and responses such

as )Than& you!- ) appreciate your help!- and

)"lease.-

4. Avoid responding with nonwords noises! such as )ah!-

)uhhuh- or )ummm.-

1. 3pea& slowly and pronounce words clearly.


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"lacing Calls on 5old

. As& permission before placing a caller on hold.

2. #eturn to the line periodically.

0. As& callers if they want to continue holding.

4. ndicate how long the delay could be.

1. 6ffer to call the person bac& if the wait will be long.

7. 8ever leave a customer on hold for longer than oneminute.

9. :e courteous! respectful and professional.


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Answering *ultiple

ncoming Calls

. "lace the first call on hold.

2. Answer the ne't call.

0. Complete the second call only if it can be handled

quic&ly.

4. #eturn to the initial call promptly.1. "rovide quality service that meets or e'ceeds the

customer;s e'pectations.


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Transferring Calls

. Transfer calls only if you are unable to help the caller.

2. As& permission to transfer calls.

0. ,ive names and complete telephone numbers to the

caller in case the call is disconnected.

4. f the caller complains about being transferred! suggest

having the call returned instead.

1.,ive the new party any helpful information beforecompleting the transfer.

7. 8ever transfer a caller more than two times.


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Cutting Calls 3hort

,ive a short! sincere e'planation for ending the

telephone conversation.

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Ta&ing *essages

. (rite a message! even if the caller indicates they will call

bac&.

2. nclude the time and date.

0. (rite legibly.

4. /erify the caller;s name and phone number by repeating

the information.

1. nclude as much information as possible to help the

message recipient return the call.

7. 3ign or initial the message slip and deliver the message

promptly.


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?ou Call The (rong 8umber

f you place a call and reach what appears to be a wrong

number! immediately chec& the telephone number.


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3omeone Calls ?ou by

*ista&e. nform the caller politely that heshe reached a wrong

number.

2. 3uggest that the caller rechec& the number and dialagain.

0. f 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.


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3creening Calls

. Avoid giving the impression that calls are being

screened.

2. %o not as& the caller;s name before saying the requested

party is unavailable.

0. As& if the call can be returned.

4. Use Dudgment in determining whether the supervisor

needs to tal& to every important person.

1. Transfer a call if it is an emergency.


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5andling Complaints and

Angry Callers. 8ever ma&e an angry caller wait for more than 0 minutes for a

supervisor.

2. $isten to the complaint! investigate and act to resolve the issue.

0. Avoid interrupting until the entire complaint has been stated.4. %o not allow yourself to get angry.

1. f the caller is angry! pause before you respond. Then respond

politely.

7. f the caller is e'tremely angry! as& if you can call bac&.

9. f the caller refuses! as& if you can have few minutes to collect

needed information. This additional time may allow the caller to

calm down.


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5andling Complaints and Angry

Callers

Continued. 8ever put an angry caller on hold. This may ma&e them

more angry.

2. EmpathiFe. E'press regret for the situation.


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*anaging ?our /oice

*essage 3ystem

. Answer your telephone when you are at your des&.

2. $et the system pic& up when you can;t answer.

0. f you must leave you des&! chec& for messages promptly

upon returning.

4. (hen returning a call and the system answers! leave a

clear! detailed message including your phone number.

(hen your availability changes! change your greeting.


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3omething to #emember

A person may forget what you say!

A person may forget what you do!

:ut! a person will not forget how

you made them feel


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(rap up

Guestions and Answers

"articipant;s Evaluation


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Than& ?ouH

Documents

Tel Etiquette