Answer calls within three rings. Greet the caller. Identify yourself. Identify your school. Ask how you can help.
Telephone Etiquette Answer with a smile. Group discussion.
Telephone Etiquette Placing callers on “hold”: Ask if the caller minds being placed on hold. Check back with callers so they don’t think you’ve forgotten them. It’s okay if you don’t know the answer immediately. If you need to research, provide an estimate of when you will follow up.
Telephone Etiquette Transferring calls. Avoid transfers whenever possible. Be the caller’s single point of contact for the information you can give. Use your resources. Ask for help.
Telephone Etiquette When transfers are unavoidable: Do not “blind” transfer the call. Provide a phone number in case the call is disconnected. Communicate the customer’s issue prior to transfer. Saves time and frustration.
Telephone Etiquette When transfers are unavoidable… If voice mail reached, give the caller an option. Leave a message. Call back later. Recommend a better time to call back.
Telephone Etiquette Voice mail greetings. Keep greeting updated. Provide detailed information. Alternative contact information. Positive closing.
Telephone Etiquette When leaving a message: Identify yourself. Repeat contact information. Respect privacy. Keep message concise and specific.
Telephone Etiquette Focus your attention on the caller. Use the caller’s name during the conversation. Build rapport with the caller. Speak clearly. Always be polite.
Telephone Etiquette Avoid jargon and acronyms. Avoid eating, chewing or drinking. Respect others. Follow the “golden rule.” Do unto others as you would have them do unto you.