2. The Telephone
Answering
• Stop working so you can
concentrate on the caller
• Always have message
pad ready
• Set aside problems and
have positive attitude
• Have a smile in you voice
Voice: How to
Speak
• Speak distinctly
• Speak in a normal tone
• Speak naturally
• Speak politely
• Never speak with slang
• Never speak with
something in your mouth
• Never let your words run
together
3. Incoming Calls
• Answer Promptly No more
2 rings
• Review Company Policy
• Ask permission before
placing a caller on hold
• If you return to a call
thank the caller
• Never leave a caller on
hold for more than 30 to
40 seconds before
retuning to check on them
• When transfer give the
caller the names and
number of the person to
whom you are transfer the
call
• Hold Button (Flash)
• Transfer Caller (Flash –
Dial Extension – Flash
3way – Hang up)
4. Filling Out Message Forms
(Short Answers)
• Who is the Message for
• Date of call
• Time of call
• Who the Message is
from, Company Name
• Message itself
• Your signature or initials
5. Outgoing Calls
• Make a checklist of
subjects you whish to
cover
• Have all necessity info
needed to ask or answer
• Have correct phone
number
• Let the phone ring at least
8 times
• Identify your self
6. Other Important Procedures
Personal Calls
• Don’t ASUME that it’s ok
to make personal call
• Check company policy
• Ask permission
Angry Caller
• A: Apologize to the Caller
• S: Sympathize with the
Caller
• A: Accept Responsibility
• P: Prepare to Help
Don’t put an angry
caller on hold until
you’re in the
Prepare to Help
mode and get
permission first
7. Other Important Information
Conference Calls
• 3 or more people
• Consider time zones
• East Coast 12noon
• Central 11am
• Mountain 10am
• Pacific 9am
Telephone Books
• White:
Gov Agencies
Business
Individuals
• Yellow
Business by Type
Company Telephone
Directories
8. Telephone Equipment
• Most companies allow
calls to go directly to the
individual
• Use a voice mail
messaging system
• Cell phones
• Pagers
• Multiline Phones
• Liquid Crystal Display (LCD)
Feature display names or
numbers of callers form
inside the network only
• Special Features
Automatic Callback
Call forwarding-Busy
Line Don’t answer
Call Hold
Call Waiting
Speed Calling
Wide Area
Telecommunication Area
