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Do You follow these strategies?
Answering the phone before the third ring.
Answering calls and return missed calls within 24
Always identifying yourself when placing a call.
Keeping conversation brief, but not to the point of
Addressing people by their names and titles, as
Placing a call on hold, if necessary, rather than
leaving a phone with an open line.
Responding promptly to all requests as appropriate..
Listening ?. Or interrupting a caller or become
Talking without food or chewing gum in your mouth.
Responding courteously to requests and responses.
Always letting the customer know when you will
return the call. This must never exceed one day.
When you have finished saying “Thank you, Mr. or
Ms. ____. Goodbye.”
Letting the caller hang up first.
Placing A Call
1. Know the name of the person you want to reach and
how to pronounce it.
2. Verify the phone number before calling.
3. Keep frequently called numbers handy.
4. Ask the caller if it is convenient to talk.
5. Insist on calling back if the connection is faulty.
Choice of Words
1. Avoid crude expressions.
2. Reply with a distinct “yes,” rather than “yeah.”
3. Show respect with simple comments and responses
such as “Thank you,” “ I appreciate your help,”
4. Avoid responding with non-words noises, such as
“ah,” “uh-huh” or “ummm.”
5. Speak slowly and pronounce words clearly.
Placing Calls on Hold
Ask permission before placing a caller on hold.
2. Return to the line periodically.
3. Ask callers if they want to continue holding.
4. Indicate how long the delay could be.
5. Offer to call the person back if the wait will be long.
6. Never leave a customer on hold for longer than one minute.
7. Be courteous, respectful and professional.
Answering Multiple Incoming
1. Place the first call on hold.
2. Answer the next call.
3. Complete the second call only if it can be handled
quickly. ( professional V/s personal calls)
4. Return to the initial call promptly.
5. Provide quality service that meets or exceeds the
1. Transfer calls only if you are unable to help the caller.
2. Ask permission to transfer calls.
3. Give names and complete telephone numbers to the
caller in case the call is disconnected.
4. If the caller complains about being transferred, suggest
having the call returned instead.
5. Give the new party any helpful information before
completing the transfer.
6. Never transfer a caller more than two times.
Cutting Calls Short
Give a short, sincere explanation for ending the
For example, “I’m 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?”
1. Write a message, even if the caller indicates they will
2. Include the time and date. Write legibly.
3. Verify the caller’s name and phone number by
repeating the information.
4. Include as much information as possible to help the
message recipient return the call.
5. Sign or initial the message slip and deliver the
You Call The Wrong Number
If you place a call and reach what appears to be a wrong
number, immediately check the telephone number.
1. “I beg your pardon, but is this XXXXXXXXX
2. If it is evident that some error was made, express
regret, even if you were not responsible.
Someone Calls You by
1. Inform the caller politely that he/she reached a
2. Suggest that the caller recheck the number and dial
3. 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.
1. Avoid giving the impression that calls are being
2. Do not ask the caller’s name before saying the
requested party is unavailable.
3. Ask if the call can be returned.
4. Use judgment in determining whether the supervisor
needs to talk to every important person.
5. Transfer a call if it is an emergency.
Handling Complaints and
1. Listen to the complaint, investigate and act to resolve the issue.
2. Avoid interrupting until the entire complaint has been stated.
3. Do not allow yourself to get angry.
4. If the caller is angry, pause before you respond. Then respond
5. If the caller is extremely angry, ask if you can call back.
6. If the caller refuses, ask if you can have few minutes to collect
needed information. This additional time may allow the caller to
Handling Complaints and Angry
1. Never put an angry caller on hold. This may make
them more angry.
2. Empathize. Express regret for the situation.
For example: “I’m sorry for the inconvenience.”
3. Find a way to agree with their circumstances.
For example: “I understand what you are going through. I’d
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.
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
Practical session – 20
1. Office policy on Telephones.
2. Cases – do’s and don’t’s
3. Client calls
4. Internal – office mobile calls
5. Personal calls
6. Meeting while commuting
7. Mute and speaker mode – when and where?
8. Addressing the conference call.
9. Questions and answer on conf. call.