This document provides guidance on best practices for phone etiquette and customer service. It recommends answering the phone promptly within 3 rings, being courteous and helpful, asking permission before placing callers on hold, and thanking callers for their patience. It also advises informing callers where they are being transferred and ensuring the recipient can help the caller. Representatives are told to listen carefully, prioritize calls, and say they will find out information rather than saying no or placing blame.

1.  Professional Development
New Designs Charter School.
Ken Barnes , DBA
Barnes Training and Consulting LLC

2.  First Impressions are very vital
 It takes 3 seconds to 3 mins to create first
impression.
 It is often too expensive to erase any negative
impression created.
 So we have only one opportunity !! Don’t blow
it!

3.  Answer the phones Promptly.
 Answer the phone within 3 rings
 Answer the phone in a great tone.
 Be clear and let them know your name and
where they called.
 Be Courteous and helpful
 Don’t Interrupt
 Don’t be defensive
 Ask questions
 Repeat critical aspects of the conversation.

4.  Ask permission before you place them on hold
 Be aware of what they hear while on hold eg
this could be an information about our school,
some soothing music etc.
 Get back to them periodically to tell them what
you are doing for them.
 Thank them for their patience and cooperation

5.  Tell them where you are transferring them to
 Tell them who you are transferring them to
 And why
 Tell the person receiving the call, the client’s
name and their mission so they don’t have to
repeat everything all over gain
 Will be great if the Person transferred to will
address the client with the name the first time.
 Avoid transferring the client all over the place.

6.  I personally don’t encourage call screening But it
becomes necessary some times so you can get
some work done.
 When you do, Be very very tactful and polite
 Use words like “ May I tell him/her who is
calling?”
 If you need to ask about the caller’s mission, be
very polite once again. Use words like “ is it ok if I
told him what this is about?”
 If the recipient cant take the call, handle it well by
explaining why eg “ he is in a meeting with… and
has asked that he calls you back”

7.  If you have to take a message , make sure the
client gets called back.
 If you have to transfer him/her to another
person make sure that person can help.
 Thank the client for his/her understanding and
cooperation.

8.  Don’t Forget who called first.
 Use your judgment and learn how to prioritize.
 Go by the first call, hold a moment, take a
second call, hold a moment , come finish the
first call and go back to the second call method.

9.  Be attentive to them
 Give them your name and ask for their name
politely .
 Listen very carefully
 Never say certain words
 Don’t Say: - “ I don’t know”
-” that’s not my Job”
- “that is not in the contract’
- “ sorry I cant help you”

10.  -” you are wrong”
 - its your job to read through the contract”
 Rather Say:
 -”That is a good question Mr….”
 -” I am not too sure but will find out”
 -” I agree Mr … Let me find someone to help
you better”