1

Answer the phone before the third ring.

Answer calls and return missed calls
within 24 hours.
Always identify yourself when placing a
call.
Keep conversation brief, but not to the
point of curtness.
Address people by their names and titles,
as appropriate.
Place a call on hold, if necessary, rather
than leaving a phone with an open line.
Respond promptly to all requests.
2

Listen. Do not interrupt a caller or become

impatient.
Do not talk with food or chewing gum in your
mouth.
Respond courteously to requests and
responses.
Always let the customer know when you will
return the call. This must never exceed one
day.
When you have finished talking, say Thank
you, Mr. or Ms. ____. Goodbye.
Let the caller hang up first.
3

1.

2.
3.
4.
5.

Know the name of the person you want

to reach and how to pronounce it.
Verify the phone number before calling.
Keep frequently called numbers handy.
Ask the caller if it is convenient to talk.
Insist on calling back if the connection is
faulty.

1.
2.

3.

4.

5.

Avoid crude expressions.

Reply with a distinct yes, rather than
yeah.
Show respect with simple comments and
responses such as Thank you, I
appreciate your help, and Please.
Avoid responding with non-words noises,
such as ah, uh-huh or ummm.
Speak slowly and pronounce words
clearly.

1.
2.
3.
4.
5.
6.
7.

Ask permission before placing a caller on

hold.
Return to the line periodically.
Ask callers if they want to continue
holding.
Indicate how long the delay could be.
Offer to call the person back if the wait
will be long.
Never leave a customer on hold for longer
than one minute.
Be courteous, respectful and professional.
6

1.
2.
3.

4.
5.

Place the first call on hold.

Answer the next call.
Complete the second call only if it can
be handled quickly.
Return to the initial call promptly.
Provide quality service that meets or
exceeds the customers expectations.

1.

2.
3.

4.

5.

6.

Transfer calls only if you are unable to help

the caller.
Ask permission to transfer calls.
Give names and complete telephone numbers
to the caller in case the call is disconnected.
If the caller complains about being
transferred, suggest having the call returned
instead.
Give the new party any helpful information
before completing the transfer.
Never transfer a caller more than two times.

Give a short, sincere explanation for

ending the telephone conversation.

For example, Im sorry to cut this short,

but I have a visitor waiting to see me.

Make plans to get back with the caller

if necessary.

Example: We have a staff meeting in five

minutes. May I call you back?

1.

2.
3.
4.

5.

6.

Write a message, even if the caller

indicates they will call back.
Include the time and date.
Write legibly.
Verify the callers name and phone
number by repeating the information.
Include as much information as possible
to help the message recipient return the
call.
Sign or initial the message slip and
deliver the message promptly.
10

If you place a call and reach what appears to be

a wrong
number, immediately check the telephone
number.
For example:
1.

2.

I beg your pardon, but is this (305) 3750000?

If it is evident that some error was made,
express regret, even if you were not
responsible.

11

1.

2.

3.

Inform the caller politely that he/she

reached a wrong number.
Suggest that the caller recheck the
number and dial again.
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.
12

1.

2.

3.
4.

5.

Avoid giving the impression that calls

are being screened.
Do not ask the callers name before
saying the requested party is
unavailable.
Ask if the call can be returned.
Use judgment in determining whether
the supervisor needs to talk to every
important person.
Transfer a call if it is an emergency.
13

1.

2.

3.

4.
5.

6.

7.

Never make an angry caller wait for more than 30

minutes for a supervisor.
Listen to the complaint, investigate and act to
resolve the issue.
Avoid interrupting until the entire complaint has been
stated.
Do not allow yourself to get angry.
If the caller is angry, pause before you respond. Then
respond politely.
If the caller is extremely angry, ask if you can call
back.
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.

14

Never put an angry caller on hold. This may

make them more angry.
2. Empathize. Express regret for the situation.
For example: Im sorry for the
inconvenience.
3. Find a way to agree with their circumstances.
1.

For example: I understand what you are going

through. Id 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.

15

1.
2.
3.
4.

Answer your telephone when you are

at your desk.
Let the system pick up when you cant
answer.
If you must leave you desk, check for
messages promptly upon returning.
When returning a call and the system
answers, leave a clear, detailed
message including your phone number.
When your availability changes,
change your greeting.
16

A person may forget what

you say,
A person may forget what
you do,
But, a person will not
forget how
you made them feel
17

When every customer

leaves
satisfied.

18

 Questions

and Answers

Participants

Evaluation

19

20