Telephone EtiquetteTelephone EtiquetteBy Taylor Smith

What To Expect…..What To Expect…..How to AnswerHow to be PreparedWhat to sayWhat not to sayHow to leave a message

How to be Ready to take a How to be Ready to take a MessageMessage

Answer with in three rings

Always have a pen or a pencil

Make sure you have a message pad

Remember to always smile

When answering the When answering the phone.phone.Answer with a

greeting◦ Name of Business◦ Your name◦ Good morning or

afternoonMake it short and

To the point.Even for personal

phone calls

“Good Morning, Smith & Associates, My name is Taylor. How may I help you?”

When taking MessagesWhen taking MessagesAlways get there

nameGet the number

and repeat it back Their Reason for

callingWho they would

like to talk toTime they calledWhen they can be

reached back

Need to leave a message?Need to leave a message?Leave your nameTell a time you

can be reachedLeave a numberTell why you

were callingMake it

respectful

Correct VS. WrongCorrect VS. Wrong

Right Answer Wrong Answer

May I place you on hold?

All right!She is not available

right now.Would you like to

leave a message?Goodbye!

Hold on!Okey-Dokey!She’s doesn’t have

time right now!Message?Bye-bye!

Be careful about Holding!Be careful about Holding!People don’t like to be on holdIf necessary be sure to ask

◦“May I put you on hold?”Never let it be more than 30-60

secondsDon’t tell them

◦“Hang On!”

What you learned?What you learned?How to take a messageHow to leave a messageUses of wordsHow to be polite

ResourcesResourceshttp://www.legalsecretaries.org/a

rticles/telephone.htm

At Ease Inc.

QuestionsQuestions??