Transcript Telephone Etiquette - South Texas College

Telephone Etiquette
Helpful Guidelines and Hints
Objectives
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Enhance your professional etiquette
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How to speak
How to listen
How to be courteous
Why is this Important?
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Display courtesy and respect
Project professionalism
Telephones are a daily business tool
How to Speak
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Slow
Clear
Smile
Pleasant
Lower mellow pitch
No gum or food
Avoid slang or complicated language
Concise
How to Listen
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Turn off background noise
Listen carefully
Mentally imagine the other person
How to be Courteous
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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
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Answer with 2-3 rings
Use a professional and pleasant
greeting
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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
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?
Placing Callers on Hold
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Do you mind holding?
Periodic checks (30-45 seconds)
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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
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Know how to transfer calls
Provide the reason for the transfer
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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?
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Investigate and call them back
Screening Calls
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Not good for public relations
Announcing calls
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“Yes he’s in. May I tell him who’s
calling, please?”
Screening calls
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“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
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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
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“Will you spell the name, please?”
“Will you repeat the number, please?”
Closing the Conversation
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Talk in past tense
Use “closing phrases”
State follow-up action
Thank them for calling and say
“Good-bye”
Telephone
= Courtesy
Etiquette