Telephone Procedures

Patricia Bond

Potential Clients will make judgments about your competence and the

company's competence.

The Telephone

Answering

• Stop working so you can concentrate on the caller

• Always have message pad ready

• Set aside problems and have positive attitude

• Have a smile in you voice

Voice: How to Speak

• Speak distinctly• Speak in a normal

tone• Speak naturally• Speak politely• Never speak with

slang • Never speak with

something in your mouth

• Never let your words run together

Incoming Calls

• Answer Promptly No more 2 rings

• Review Company Policy• Ask permission before

placing a caller on hold• If you return to a call

thank the caller • Never leave a caller on

hold for more than 30 to 40 seconds before retuning to check on them

• When transfer give the caller the names and number of the person to whom you are transfer the call

• Hold Button (Flash)• Transfer Caller (Flash –

Dial Extension – Flash 3way – Hang up)

Filling Out Message Forms

(Short Answers)• Who is the Message

for• Date of call• Time of call

• Who the Message is from, Company Name

• Message itself• Your signature or

initials

Outgoing Calls• Make a checklist of

subjects you whish to cover

• Have all necessity info needed to ask or answer

• Have correct phone number

• Let the phone ring at least 8 times

• Identify your self

Other Important Procedures

Personal Calls• Don’t ASUME that it’s

ok to make personal call

• Check company policy • Ask permission

Angry Caller• A: Apologize to the

Caller

• S: Sympathize with the Caller

• A: Accept Responsibility

• P: Prepare to HelpDon’t put an angry caller on hold until you’re in the Prepare to Help mode and get permission first

Other Important Information

Conference Calls

• 3 or more people • Consider time zones• East Coast 12noon• Central 11am• Mountain 10am• Pacific 9am

Telephone Books• White:

Gov Agencies Business Individuals

• Yellow Business by Type Company

Telephone Directories

Telephone Equipment

• Most companies allow calls to go directly to the individual

• Use a voice mail messaging system

• Cell phones• Pagers• Multiline Phones

• Liquid Crystal Display (LCD) Feature display names or

numbers of callers form inside the network only

• Special Features Automatic Callback Call forwarding-Busy Line Don’t answer Call Hold Call Waiting Speed Calling Wide Area

Telecommunication Area