The Game of Phones

The Game of Phones is an epic battle

between decent telephone etiquettes and
poor phone manners

• A PelicanHighway University
Tutorial
For thou it may not matter who sits on the
Iron Throne, but by being a little more
conscientious and aware of our call
etiquette, the Game of Phones is
something we all can win
As the need for being connected rises and the sorcery of phones
begins to sweeps the office landscape. Our mighty pelicans are
once again challenged with one more obvious but diabolical task
to beat the zealots of impertinent phone calls.

In this saga, our mighty pelicans will harness their mana for the
good and fight for very fabric of the prophecy, which is to master
the art of telephoning.

And in an attempt to do so, I warn that they will surrounded with

obscure, partial, or confusing three houses of mysteries. But in
the end, I assure you will be thunderstruck with achievement.
 The Three Houses
• House of Weapons
• House of Words
– Answer
– Take
– Make
– End
• House of Wrath
1. House of Weapons – Thou shall keep thy weapons
ready.
Even before you attend the call, here are few prerequisites
1. Stay near your phone or carry your mobile with you
– Nothing says unprofessional like leaving a caller hanging on a ringing line. It
also lets the caller know that his or her call is important.
2. Keep a pen and paper next to you
– Helps you keep track of the calls by writing down the task, the time he or she
called, and the reason.
3. Don’t forget to smile
– Answering the phone ‘with a smile on your face’ might sound cheesy but it
really works. It doesn’t matter if you are having a bad day, are half way through
a complicated spreadsheet or half way out of the door on the way home. Your
caller takes priority.
4. Discontinue all activities
– Typing, eating, chewing gum or any other conversation
2. House of Words – A lord must learn that sometimes
words can accomplish what swords cannot.

Answering Calls
1. Speak clearly
– Use pleasant tone
– Greet

2. Identify yourself and the reason for calling

– “This is _____.”

3. Listen
– Do not interrupt
– Confirm the task with time required, billing time estimations, hourly rate by plans,
hourly rate for additional hours and increments

4. Use hold button

– Caller won’t hear nearby conversations
2. House of Words – A lord must learn that sometimes
words can accomplish what swords cannot.

Taking Messages
1. Ask for –
– What the call is in regards to or task
– Deadlines
– Make a note

2. Repeat Message to Caller

3. Notate Date & Time with deadlines

4. Update the CRM

2. House of Words – A lord must learn that sometimes
words can accomplish what swords cannot.

General Guidelines

• Get the best time and phone number to be reached if taking a

message.
• Do not call before 8 a.m. or after 9 p.m. (Client time) unless
you have specific permission.
2. House of Words – A lord must learn that sometimes
words can accomplish what swords cannot.

Making Calls

• Identify yourself first

• State purpose of the communication
• Mention and get an approval on –
– Estimated time required for the task, billing time
estimations, hourly rate by plans, hourly rate for additional
hours and increments.
• Update CRM based on the communication
2. House of Words – A lord must learn that sometimes
words can accomplish what swords cannot.

Ending Conversations Gracefully

• Ways to end a long phone call:

– Leave conversation open
– Promise to finish conversation at another time
– End on an “up” note
– Follow up the conversation via CRM (notification) and/or drop a
message
2. House of Wrath – A man who won't listen, can't hear.

Handling Rude Callers

• Stay calm, speak slowly, clearly and calmly

• Remain diplomatic & polite
• Show willingness to resolve problem
• Don’t over-react to trigger words
– Callers will often try to push your buttons
• Listen completely to the complaint, allow the caller to vent
– Only when they are finished should you comment
• Acknowledge their feelings • “I can hear that you are upset by this” or
“I can tell this situation is upsetting you”
 The Iron Throne

Handling Rude Callers

• Think about if you were the person on the other side of the
line; how would you want to be treated?
• Give respect, get results.
• “Smile” while you’re on the phone
– it will make a huge impact on your communications!
 Thank You
• A PelicanHighway University Tutorial