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?"
- "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?"
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_____."
- "Hold the line, please"
- "I'll just transfer you"
- "yes just a moment"
- 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.
I'll add more tips later when phone circumstances at the office permits.