1. A guide for using the telephone
TELEPHONE TECHNIQUES
A guide for using the telephone

2. Company’s Image
Each employee portrays the image of the company through the telephone.
We are our company when we answer the phone.
It’s the way we do the answering, transferring and handling that makes a lasting impression.

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

4. Handling Calls Speak at a normal speed.
Use rising and falling inflections.
Speak directly into the phone.
Visualize and speak directly to the person calling.
Convey a friendly intelligent interest.
Use simple, non-technical language.

5. Handling Calls Answering on a direct line: Answering for someone else:
Good morning/afternoon
Kiamichi Technology Center
Christi Countryman speaking
How may I direct your call?
Answering for someone else:
Good morning/afternoon
“Business Technology, Peggy Brown speaking” or “Mrs. Lovell’s office, this is Peggy Brown, how may I help you?

6. Handling Calls Transferring a call to another extension:
Don’t say: “Hang on,” Hang on a minute,” “Hold on” or Jissa’ minute.”
Preferred: “I’ll transfer your call now. One moment, please.”
On leaving the line:
Don’t say: “Just a minute, Let me look around for her,” “Hold on, I’ll see what I can do.” “I’ll try to find it.”
Preferred: “Would you mind waiting while I check, please?” or Do you care to wait or shall I call you back?

7. Handling Calls Calls on hold: Always put your telephone on hold.
If you are having trouble finding information, after 30 seconds or so return to the caller on “hold” and let them know you are still trying to locate the information.
Never leave a party waiting on “hold longer than seconds without another apology and/or explanation.

8. Handling Calls Returning to the line: Use the customer’s name.
Apologize for the delay.
“Thank you for waiting, Mr. Jones. Sorry for the delay.”
If the caller wishes to wait, remember to give frequent progress reports.
NEVER use the customer’s first name. Be professional.

9. Handling Calls If the requested party is busy:
Never say: “He’s not in yet, he’s not back from lunch yet, he hasn’t come in today, I don’t know where he is, he’s out for coffee, he went to the bathroom, or he’s not taking any calls.”
Instead: “Mr. Smith is out of the office at the moment, Mr. Smith is out of the office for about an hour, or Mr. Smith will be out of the office until tomorrow.”

10. Taking Messages Message pad and pencil by every telephone extension.
Request the information from the caller, don’t demand it.
Never say: “What’s your name?” or “Who’s this again?”
Instead: “May I have your name, please?” or “May I ask who’s calling?”

11. Taking Messages
Never say: “What name was that? I can’t hear you.” or Talk a little louder. I can’t understand what you’re trying to say.”
Instead: “Would you repeat your name for me, please?” or “May I have that number again, please?”
Always fill information necessary on the message form completely and neatly.

12. Saying Good-bye
Avoid: “Okay, so long.” “See you later.” “All right, now.” “Bye, bye.”
Instead: “Thank you for calling, Mr. Smith. Good-bye.” “You’re welcome, Mr. Smith. Good-bye.”

13. Preparing to Make a Call
Use directory assistance only as a last resort.
Be familiar with telephone services available at no charge.
Be aware of different time zones for long distance calls.
Be positive.
Know why you are making the call.
Have necessary information ready.
Make sure you have the correct number.
Be aware of time used and charges concerning phone use.

14. Basic Rules of Good Telephone Techniques
Be alert
Be pleasant
Be clear
Be natural
Use caller’s name
Treat every call as an important call
Be tactful
Apologize for errors or delays
Take time to be helpful
Say please, thank you and you’re welcome

15. Conclusion
These are a few of the ways good telephone techniques can help us be more effective and build lasting customer relationships. So next time the phone rings, remember: be friendly, be considerate and be interested.
The telephone is the most important communication tool you’ll ever use in business. Be sure you know how to use it.