2Follow this procedure when answering the phone for any type of business: Answer with the company’s nameCopy all key pieces of information given by the callerRepeat the information, especially verifying numbers and the spelling of namesEnd the call by thanking the callerWRITE IT ONCE—CHECK IT TWICE!!
3Answering Tips: When the phone rings, answer it immediately. Do not eat, drink, or chew gum while speaking on the phone.Always be courteous to the caller even if it is a wrong number.Be sure to keep a message pad or paper and pen close to the telephone so you can write down messages.
4Have a helpful attitude. . . Select words carefullyPronounce them clearlyTreat others with respectImitate the successful people around youAvoid negative language
5When placing a customer on hold-- ALWAYS tell the caller you are going to transfer him/her to a particular personALWAYS wait for a response from the caller when you ask him/her to holdNEVER leave the caller on hold for more than a minute
6Taking messages for others-- The dateTime of the callName of the callerName of the person who should receive the messageThe message itself
7Leaving messages for others-- Be prepared to leave a message. Keep it short. You usually have less than 1 minute.Choosing not to talk to a machine is unprofessional.It can cause you to lose business and can cause delays in your acquiring or giving out important information.Not leaving a message wastes your time as well, since you have to continue calling until you reach the person.
8Tips for placing calls: Be aware of differences in time zones when placing callsAlways identify yourself. Give your first and last nameSpeak clearly and directly into the mouthpiece“Smile” with your voice by using a pleasant tone
9Sneezing and sniffling. . . If you have a day when you are sneezing and sniffling, ask if someone else in your office can replace or help you out on the phones.If not… be aware of your condition and ask politely to put the customer on hold before you sneeze, sniffle, or blow your nose