TELEPHONE TELEPHONE TECHNIQUESTECHNIQUES

A guide for using the telephoneA guide for using the telephone

Company’s ImageCompany’s Image

Each employee portrays the Each employee portrays the image of the company through image of the company through the telephone.the telephone.

We We are are our company when we our company when we answer the phone.answer the phone.

It’s the way we do the It’s the way we do the answering, answering, transferring and handlingtransferring and handling that that makes a lasting impression.makes a lasting impression.

Handling CallsHandling Calls

Answer promptly: First ring if possible.Answer promptly: First ring if possible. Be alert.Be alert. Have necessary supplies ready.Have necessary supplies ready. Do not eat, drink, or type while talking.Do not eat, drink, or type while talking. Enunciate words well.Enunciate words well. Be helpful.Be helpful. Speak confidently and positively Speak confidently and positively

about your company.about your company.

Handling CallsHandling Calls

Speak at a normal speed.Speak at a normal speed. Use rising and falling inflections.Use rising and falling inflections. Speak directly into the phone.Speak directly into the phone. Visualize and speak directly to the Visualize and speak directly to the

person calling.person calling. Convey a friendly intelligent Convey a friendly intelligent

interest.interest. Use simple, non-technical Use simple, non-technical

language.language.

Handling CallsHandling Calls

Answering on a Answering on a direct line:direct line: Good Good

morning/afternoonmorning/afternoon Kiamichi Technology Kiamichi Technology

CenterCenter Christi Countryman Christi Countryman

speakingspeaking How may I direct your How may I direct your

call?call?

Answering for Answering for someone else:someone else: Good Good

morning/afternoonmorning/afternoon ““Business Business

Technology, Peggy Technology, Peggy Brown speaking” or Brown speaking” or “Mrs. Lovell’s “Mrs. Lovell’s office, this is Peggy office, this is Peggy Brown, how may I Brown, how may I help you?help you?

Handling CallsHandling Calls Transferring a call to Transferring a call to

another extension:another extension: Don’t say:Don’t say: “Hang “Hang

on,” Hang on a on,” Hang on a minute,” “Hold on” minute,” “Hold on” or Jissa’ minute.”or Jissa’ minute.”

Preferred: Preferred: “I’ll “I’ll transfer your call transfer your call now. One now. One moment, please.”moment, please.”

On leaving the line:On leaving the line: Don’t say:Don’t say: “Just a “Just a

minute, Let me minute, Let me look around for look around for her,” “Hold on, I’ll her,” “Hold on, I’ll see what I can do.” see what I can do.” “I’ll try to find it.”“I’ll try to find it.”

Preferred:Preferred: “Would “Would you mind waiting you mind waiting while I check, while I check, please?” or Do you please?” or Do you care to wait or care to wait or shall I call you shall I call you back?back?

Handling CallsHandling Calls Calls on hold:Calls on hold:

Always put your telephone on hold.Always put your telephone on hold. If you are having trouble finding If you are having trouble finding

information, after 30 seconds or so information, after 30 seconds or so return to the caller on “hold” and let return to the caller on “hold” and let them know you are still trying to locate them know you are still trying to locate the information.the information.

Never leave a party waiting on “hold Never leave a party waiting on “hold longer than 30-40 seconds without longer than 30-40 seconds without another apology and/or explanation.another apology and/or explanation.

Handling CallsHandling Calls

Returning to the line:Returning to the line: Use the customer’s name.Use the customer’s name. Apologize for the delay.Apologize for the delay.

““Thank you for waiting, Mr. Jones. Thank you for waiting, Mr. Jones. Sorry for the delay.”Sorry for the delay.”

If the caller wishes to wait, remember If the caller wishes to wait, remember to give frequent progress reports.to give frequent progress reports.

NEVER use the customer’s first NEVER use the customer’s first name. Be professional.name. Be professional.

Handling CallsHandling Calls If the requested party is busy:If the requested party is busy:

Never say:Never say: “He’s not in yet, he’s not “He’s not in yet, he’s not back from lunch yet, he hasn’t come in back from lunch yet, he hasn’t come in today, I don’t know where he is, he’s out today, I don’t know where he is, he’s out for coffee, he went to the bathroom, or for coffee, he went to the bathroom, or he’s not taking any calls.”he’s not taking any calls.”

Instead:Instead: “Mr. Smith is out of the office “Mr. Smith is out of the office at the moment, Mr. Smith is out of the at the moment, Mr. Smith is out of the office for about an hour, or Mr. Smith office for about an hour, or Mr. Smith will be out of the office until tomorrow.”will be out of the office until tomorrow.”

Taking MessagesTaking Messages

Message pad and pencil by Message pad and pencil by every telephone extension.every telephone extension.

Request the information from Request the information from the caller, don’t demand it.the caller, don’t demand it. Never say: Never say: “What’s your name?” “What’s your name?”

or “Who’s this again?” or “Who’s this again?” Instead: Instead: “May I have your name, “May I have your name,

please?” or “May I ask who’s please?” or “May I ask who’s calling?”calling?”

Taking MessagesTaking Messages

Never say:Never say: “What name was that? I “What name was that? I can’t hear you.” or Talk a little can’t hear you.” or Talk a little louder. I can’t understand what louder. I can’t understand what you’re trying to say.”you’re trying to say.”

Instead: Instead: “Would you repeat your “Would you repeat your name for me, please?” or “May I name for me, please?” or “May I have that number again, please?”have that number again, please?”

AlwaysAlways fill information necessary fill information necessary on the message form completely on the message form completely and neatly.and neatly.

Saying Good-byeSaying Good-bye

Avoid: Avoid: “Okay, so long.” “See “Okay, so long.” “See you later.” “All right, now.” “Bye, you later.” “All right, now.” “Bye, bye.”bye.”

Instead: Instead: “Thank you for calling, “Thank you for calling, Mr. Smith. Good-bye.” “You’re Mr. Smith. Good-bye.” “You’re welcome, Mr. Smith. Good-bye.”welcome, Mr. Smith. Good-bye.”

Preparing to Make a CallPreparing to Make a Call

Be positive.Be positive. Know why you are Know why you are

making the call.making the call. Have necessary Have necessary

information ready.information ready. Make sure you have Make sure you have

the correct number.the correct number. Be aware of time used Be aware of time used

and charges and charges concerning phone use.concerning phone use.

Use directory Use directory assistance only as a assistance only as a last resort.last resort.

Be familiar with Be familiar with telephone services telephone services available at no available at no charge.charge.

Be aware of different Be aware of different time zones for long time zones for long distance calls.distance calls.

Basic Rules of Good Basic Rules of Good Telephone TechniquesTelephone Techniques

Be alertBe alert Be pleasantBe pleasant Be clearBe clear Be naturalBe natural Use caller’s Use caller’s

namename Treat every call Treat every call

as an important as an important callcall

Be tactfulBe tactful Apologize for Apologize for

errors or delayserrors or delays Take time to be Take time to be

helpfulhelpful Say please, Say please,

thank you and thank you and you’re welcomeyou’re welcome

ConclusionConclusion

These are a few of the ways good These are a few of the ways good telephone techniques can help us be telephone techniques can help us be more effective and build lasting more effective and build lasting customer relationships. So next time customer relationships. So next time the phone rings, remember: be the phone rings, remember: be friendly, be considerate and be friendly, be considerate and be interested.interested.

The telephone is the most important The telephone is the most important communication tool you’ll ever use in communication tool you’ll ever use in business. Be sure business. Be sure youyou know how to know how to use it.use it.