Phone EtiquettePhone Etiquette

Let them hear the smile!

Our Main GoalOur Main Goal

Make a positive impression!

Customer Satisfaction

How do we reach our GOAL?How do we reach our GOAL?• Answer calls properly by

Using proper tone of voice Speaking clearly Having a “smile in your

voice”

• Know how to Screen calls Transfer a call Place a call On-Hold

• Treat the caller with dignity and respect

Answering Properly and TimelyAnswering Properly and Timely

Answer within

Three Rings

Always answer with a greeting (“Good morning”), identify your department and your name, and state “How may I help you?”

Use a Pleasant Tone of Voice

Your Voice Reflects your Your Voice Reflects your PersonalityPersonality• Make sure your

voice Sounds pleasant Has distinct articulation Sounds like you are

smiling Varies in volume

Screening CallsScreening Calls

Ask: “Who is calling please?”

Transferring a CallTransferring a Call

• Always inform the caller to where you are transferring the call

• Always introduce your caller to the person to whom you are transferring

Placing a Call On-HoldPlacing a Call On-Hold

If you need to place the caller on hold, first ask for permission and wait for answer (“Can you hold please?”). Assure that the call is not regarding an emergent situation.

When returning to the line, say: “Sorry to keep you waiting”. If the individual being requested is not available, obtain the phone number and let the caller know when a return call will be made to them, or have them call back at a better time.

Placing a Call On-HoldPlacing a Call On-Hold

Effective ListeningEffective Listening

Understand the caller’s need

Difficult CallsDifficult Calls

People are often frustrated before they place a call.

Turn it around by letting the caller know you understand and you will do everything you can to help him/her.

NeverNever

• Interrupt the caller• Yell at the caller• Slam the phone• Leave him/her

holding for more than two minutes

• Eat, drink or chew gum while you are on the phone

• Talk to someone else (cover the phone if this is unavoidable)

AlwaysAlways

• Apologize for any inconvenience to the caller

Always, AlwaysAlways, Always

Treat all callers with Dignity and Respect

SMILESMILE, your customer is on the line