Telephone Etiquette - South Texas College
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Transcript Telephone Etiquette - South Texas College
Telephone Etiquette
Helpful Guidelines and Hints
Objectives
Enhance your professional etiquette
How to speak
How to listen
How to be courteous
Why is this Important?
Display courtesy and respect
Project professionalism
Telephones are a daily business tool
How to Speak
Slow
Clear
Smile
Pleasant
Lower mellow pitch
No gum or food
Avoid slang or complicated language
Concise
How to Listen
Turn off background noise
Listen carefully
Mentally imagine the other person
How to be Courteous
Call between the hours of 8am and
10pm unless you have prior
permission
Remember time zones
Ask for permission before placing
someone on speaker phone
Maintain a calm attitude
Answering the Phone
Answer with 2-3 rings
Use a professional and pleasant
greeting
Identify yourself and your
organization/department
Answering Quiz
Phrase
Accounting, this is
Mary.
Accounting, what
do you want?
Good morning,
STC, may I help
you?
Correct
Incorrect
Questionable
?
Placing Callers on Hold
Do you mind holding?
Periodic checks (30-45 seconds)
Offer options: Continue to hold or call them
back
“Her line is still busy, do you wish to continue
waiting or may someone else help you?”
Thank them for waiting
Take a message, transfer or arrange a
specific call time if caller cannot hold
Transferring Calls
Know how to transfer calls
Provide the reason for the transfer
Give the name, department and phone
number of where they are being
transferred to
Ask if they would like to be
transferred
Call ahead
Not sure where to transfer them?
Investigate and call them back
Screening Calls
Not good for public relations
Announcing calls
“Yes he’s in. May I tell him who’s
calling, please?”
Screening calls
“May I say who’s calling?...Thank you.
Let me check and see if he’s in.”
“She’s away from her office; may I take
your name and number?”
Taking Phone Messages
Use telephone forms
Name of person for whom the message
was left
Caller’s name, company/department,
phone number
Date and time
Message
Action
Always repeat messages for accuracy
“Will you spell the name, please?”
“Will you repeat the number, please?”
Closing the Conversation
Talk in past tense
Use “closing phrases”
State follow-up action
Thank them for calling and say
“Good-bye”
Telephone
= Courtesy
Etiquette