3. 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.
• Keep conversation brief, but not to the point of
curtness.
• Address people by their names and titles, as
appropriate.
• Place a call on hold, if necessary, rather than leaving a
phone with an open line.
• Respond promptly to all requests.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
4. Using the Telephone Effectively
and Courteously
• Listen. Do not interrupt a caller or become impatient.
• Do not talk with food or chewing gum in your mouth.
• Respond courteously to requests and responses.
• Always let the customer know when you will return
the call. This must never exceed one day.
• When you have finished talking, say “Thank you, Mr.
or Ms. ____. Goodbye.”
• Let the caller hang up first.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
5. 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.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
6. 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,” and “Please.”
4. Avoid responding with non-words
noises, such as “ah,” “uh-huh” or “ummm.”
5. Speak slowly and pronounce words clearly.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
7. Placing Calls on Hold
1. 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.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
8. Answering Multiple
Incoming Calls
1. Place the first call on hold.
2. Answer the next call.
3. Complete the second call only if it can be
handled quickly.
4. Return to the initial call promptly.
5. Provide quality service that meets or exceeds the
customer’s expectations.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
9. Transferring Calls
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.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
10. Cutting Calls Short
• Give a short, sincere explanation for ending
the telephone conversation.
– 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?”
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
11. Taking Messages
1. Write a message, even if the caller indicates they
will call back.
2. Include the time and date.
3. Write legibly.
4. Verify the caller’s name and phone number by
repeating the information.
5. Include as much information as possible to help
the message recipient return the call.
6. Sign or initial the message slip and deliver the
message promptly.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
12. You Call The Wrong Number
If you place a call and reach what appears to be a
wrong
number, immediately check the telephone number.
For example:
1. “I beg your pardon, but is this (305) 375-0000?”
2. If it is evident that some error was made,
express regret, even if you were not responsible.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
13. Someone Calls You by
Mistake
1. Inform the caller politely that he/she reached
a wrong number.
2. Suggest that the caller recheck the number
and dial again.
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.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
14. Screening Calls
1. Avoid giving the impression that calls are
being screened.
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.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
15. Handling Complaints and
Angry Callers
1. Never make an angry caller wait for more than 30 minutes
for a supervisor.
2. Listen to the complaint, investigate and act to resolve the
issue.
3. Avoid interrupting until the entire complaint has been
stated.
4. Do not allow yourself to get angry.
5. If the caller is angry, pause before you respond. Then
respond politely.
6. If the caller is extremely angry, ask if you can call back.
7. If the caller refuses, ask if you can have few minutes to
collect needed information. This additional time may
allow the caller to calm down.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
16. Handling Complaints and
Angry Callers
…
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.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
17. Managing Your Voice
Message System
1. Answer your telephone when you are at your
desk.
2. Let the system pick up when you can’t answer.
3. If you must leave you desk, check for messages
promptly upon returning.
4. When returning a call and the system answers,
leave a clear, detailed message including your
phone number.
• When your availability changes, change your
greeting.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
18. 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 feel…
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
