Professional Documents
Culture Documents
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Using the Telephone Effectively
and Courteously
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Using the Telephone Effectively
and Courteously
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Placing A Call
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Choice of Words
1. Avoid crude expressions.
2. Reply with a distinct “yes,” rather than “yeah.”
3. Show respect with simple comments and responses such
as “Thank you,” “ I appreciate your help,” and
“Please.”
4. Avoid responding with non-words noises, such as “ah,”
“uh-huh” or “ummm.”
5. Speak slowly and pronounce words clearly.
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Placing Calls on Hold
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Answering Multiple
Incoming Calls
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Transferring Calls
1. Transfer calls only if you are unable to help the caller.
2. Ask permission to transfer calls.
3. Give names and complete telephone numbers to the
caller in case the call is disconnected.
4. If the caller complains about being transferred, suggest
having the call returned instead.
5. Give the new party any helpful information before
completing the transfer.
6. Never transfer a caller more than two times.
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Cutting Calls Short
Give a short, sincere explanation for ending the
telephone conversation.
– For example, “I’m sorry to cut this short, but I have a
visitor waiting to see me.”
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Taking Messages
1. Write a message, even if the caller indicates they will call
back.
2. Include the time and date.
3. Write legibly.
4. Verify the caller’s name and phone number by repeating
the information.
5. Include as much information as possible to help the
message recipient return the call.
6. Sign or initial the message slip and deliver the message
promptly.
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You Call The Wrong Number
If you place a call and reach what appears to be a wrong
number, immediately check the telephone number.
For example:
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Someone Calls You by
Mistake
1. Inform the caller politely that he/she reached a wrong
number.
2. Suggest that the caller recheck the number and dial
again.
3. If the caller is trying to reach a County employee or
department, do your best to find the number and assist
the caller in transferring the call.
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Screening Calls
1. Avoid giving the impression that calls are being
screened.
2. Do not ask the caller’s name before saying the requested
party is unavailable.
3. Ask if the call can be returned.
4. Use judgment in determining whether the supervisor
needs to talk to every important person.
5. Transfer a call if it is an emergency.
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Handling Complaints and
Angry Callers
1. Never make an angry caller wait for more than 30 minutes for a
supervisor.
2. Listen to the complaint, investigate and act to resolve the issue.
3. Avoid interrupting until the entire complaint has been stated.
4. Do not allow yourself to get angry.
5. If the caller is angry, pause before you respond. Then respond
politely.
6. If the caller is extremely angry, ask if you can call back.
7. If the caller refuses, ask if you can have few minutes to collect
needed information. This additional time may allow the caller to
calm down.
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Handling Complaints and Angry
Callers
Continued…
1. Never put an angry caller on hold. This may make them
more angry.
2. Empathize. Express regret for the situation.
For example: “I’m sorry for the inconvenience.”
3. Find a way to agree with their circumstances.
For example: “I understand what you are going through.
I’d be upset too if that happened to me.”
4. Suggest alternatives for handling the problem that you
have the authority and take responsibility for providing
answers to the customer.
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Managing Your Voice
Message System
1. Answer your telephone when you are at your desk.
2. Let the system pick up when you can’t answer.
3. If you must leave you desk, check for messages promptly
upon returning.
4. When returning a call and the system answers, leave a
clear, detailed message including your phone number.
When your availability changes, change your greeting.
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Something to Remember
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Success…
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Wrap- up
Participant’s Evaluation
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Thank You!
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