August 22, 2010

Hello Telephone

I had here a list of phone etiquette transcribed from YouTube videos.



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1. Answer the phone promptly. You have to pick up the phone in three to five rings or else your boss will come yelling "Will somebody pick up the phone it's irritating me!"

2. In answering phone calls, you have to Introduce yourself with a smile in your voice so to represent yourself as positive and helpful. "Good morning! This is Cristy Speaking, Can I help you?"

3. If you wanted to talk to someone:
  • "Could I speak to____, please?"
  • It is also correct to say "Can I speak with _________, Please?"  but could is more formal than can. It is better to say could especially if you don't know the other person in the telephone. 
  •  "hello, is ____there?"
  • "could you put me through ______, please"
  • " Could I speak someone in Accounts, Please?" 
4. If the party you were calling is not around:
  • "What time will she be back?"
  • "Will he be back later today?"
  • "Can I contact her tomorrow?"
  • "When would be a good time to call again?"
5. Find out immediately who is your caller.  Always make sure you get the caller's name. If you don't catch the name, don't be afraid to ask the caller to repeat it. "I'm sorry could I have your name again?"

6. Remember the forbidden word: I don't know. If you really have no idea, tell the caller you will find the answer for him/her.

7. When the person being looked for is out:
  • "I'm sorry he isn't in the office the moment, can I take a message?" 
  • "I'm sorry, he isn't here. Can I help you?"
  • "I'm afraid she isn't in at the moment."
  • "Sorry, he's just gone out. Would you like to call back later?"
  • "She's away for a few days. Can I give her a message?"
  • "You can contact her mobile. The number is_____."
 8. To transfer a call: Inform the caller to hold on "Just a moment, sir/ma'am" and check  with the person you're transferring the call to. Say thank you for holding when you come swap to the caller, "Thank you for holding. I'll put you through to Sir/ma'am ". Other Useful lines includes:
  • "Hold the line, please"
  • "I'll just transfer you"
  • "yes just a moment"
9. Being intimidated by difficult callers, ignoring their behaviors is not healthy. Here's some tip to back them down.
  • First, apologize. An apology makes the caller feel heard and understood, regardless of fault. Apology need be carefully worded. 
  • Go into computer mode--take in the formality of the computer. Speak generally, without emotion. Remember people get irritated when they don't immediately get the help they need. Don't take the bait of an angry caller no matter how abusive the verbal is or how ridiculous it is, continue to respond without emotion.
10. Lastly, Show Appreciation. Always thank the caller or the person you're calling.


 I'll add more tips later when phone circumstances at the office permits.

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