Telephone etiquette CS Team education section

Presenting a professional image, both in person and on the telephone, is very important

in the Office Skills profession.Taking care of your customers and colleagues over the telephone and making them feel well

informed and appreciated is essential

Whether you are the front desk employee or not, the following phone tips should always be

followed

Answering the phone professionally will start whatever conversation you are about to have, get off on the right foot Answering the phone with "Yeah, what?" will give people an impression of you that you don't want them to have.

1Keep it professional.

Always identify yourself

Outside calls: In business situations, it is appropriate to answer the phone with your name and company: "Good morning, thank you for calling Marina Health Promotion Center. This is Emily. How may I help you?"

Internal call: you can answer with your department and name: "Hello, this is Flow Male zone , Jordan speaking. How can I help you today?"

Stop whatever you might be doing and take a brief moment to prepare. Wear the face you want to project before picking up the phone. It makes a difference: whether you're smiling, frowning, or bored to tears, your caller will hear that in your tone.

2Focus on the conversation.

3.Answer with an appropriate level of decorum

Try not to speak too informally until you know who the caller is.

• If the speaker does not introduce themselves, say, "May I ask who's calling?" This is an accepted practice that not only lets the caller know they are being treated personally, it also lets you make a note should you need to contact that person again, or transfer them to another line.Don't ask the speaker rudely. Or He/ She might get displeased with you.

• Do not delve into gossiping or personal conversations

Find out the reason the person is calling and respond appropriately.

4Listen Carefully

• If the person they are trying to reach, is not available to speak, tell the caller: "I'm sorry, Mrs. Simpson, Mr. Burns is not available right now. May I take a message?"

• Be sure to record the person's name, phone number, and purpose of call

Transferring Calls:

Transfer ONLY when necessary; get the information yourself. If you must transfer, avoid the use of the word “transfer.” Say instead: “I am going to

connect you with”.Explain why you are “transferring” the call.Give the caller the person’s name and direct number. Stay on the line and introduce the caller.

Never , Never , Never

- Eat, drink or chew gum while on the phone. - Leave an open line:a. Place the caller on holdb. check back with the caller frequently: every 30 – 45 seconds

ALWAYSPut a smile in your telephone voice and let your

personality shine!

Thank You