1. Telephone Etiquette By Taylor Smith

2. What To Expect….. How to Answer How to be Prepared What to say What not to say How to leave a message

3. How to be Ready to take a Message Answer with in three rings Always have a pen or a pencil Make sure you have a message pad Remember to always smile

4. When answering the phone. Answer with a greeting ◦ Name of Business ◦ Your name ◦ Good morning or afternoon Make it short and To the point. Even for personal phone calls “Good Morning, Smith & Associates, My name is Taylor. How may I help you?”

5. When taking Messages Always get there name Get the number and repeat it back Their Reason for calling Who they would like to talk to Time they called When they can be reached back

6. Need to leave a message? Leave your name Tell a time you can be reached Leave a number Tell why you were calling Make it respectful

7. Correct VS. Wrong Right AnswerWrong Answer May I place you on hold? All right! She is not available right now. Would you like to leave a message? Goodbye! Hold on! Okey-Dokey! She’s doesn’t have time right now! Message? Bye-bye!

8. Be careful about Holding! People don’t like to be on hold If necessary be sure to ask ◦ “May I put you on hold?” Never let it be more than 30-60 seconds Don’t tell them ◦ “Hang On!”

9. What you learned? How to take a message How to leave a message Uses of words How to be polite

11. Resources http://www.legalsecretaries.org/articles/tel ephone.htm http://www.legalsecretaries.org/articles/tel ephone.htm At Ease Inc.

12. Questions?