How to handle business Calls

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”