Business Office. Phone Etiquette

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1 Business Office Phone Etiquette

2 Santa Maria-Bonita School District 708 South Miller Street Santa Maria, California (805)

3 Excellent Customer Service and Answering Phones Presenting a professional image, both in person and on the telephone, is very important. Taking care of your internal and external customers over the telephone and making them feel well informed and appreciated is essential. Proper business telephone etiquette can make a positive impression. We are in open departments, so please consider the content of your conversations. Be conscientious because people (staff and visitors) are moving through the office or down the hall and voices do travel. Incoming calls...a good first impression Phones are to be answered by staff members. Ringers need to be set to an audible loudness to hear the phone is ringing, but not too loud as to be distracting to others. Phones should be adjusted, if necessary, to hear phones ring. Try to answer the phone on the second or third ring. When answering, identify our department and your name and ask how you may be of service. For example Good morning, Business Services, speaking How may I help you? For those staff with private extensions, identify the Business Office, office and your name -- the caller may not know who they are speaking with. Speak clearly, slowly and with confidence. If the person is nearby, tell them they have a call Always be polite 3 key phrases: Please Thank you I m sorry Ask permission before putting a caller on hold. Explain why you are placing them on hold (i.e., let me see if I can find her/him for you. Please respond back to someone on hold within one minute; take a name and number, etc. For example: Would you mind holding while I get the file? Can you please hold briefly while I see if is available? Ask the caller if she/he would prefer to leave a message or offer voic .

4 Transferring calls Proper business telephone etiquette will make a positive impression on callers. Transferring a telephone call is more than just knowing what buttons to push on your telephone. The business telephone etiquette that we use directly reflects upon the image that our organization portrays. 1. If the caller needs to speak to another person or department, transfer the caller directly to the desired person s extension or voic . This will prevent the caller from having to explain his or her request again and reduce the number of times the caller is transferred. Tell the caller who they are being transferred to, the phone number (in the event the call gets disconnected), and announce the caller to the person you are transferring them to. Example: I believe it is the department that can help you. I ll transfer you, but let me give you the number first in case the transfer fails. It is Returning calls Phone calls should be returned within 24 hours. If you will need more time to research an item, it s courteous to call the person and let them know when they may expect an answer. Support teams Tammy for Melissa (primary); Melissa for Tammy (primary); Melissa for Cheryl Tricia for Karmen (primary); Karmen for Tricia (primary) MaryLou (primary) for Patricia; Patricia (primary) for MaryLou Lisa for MaryLou and Sharon; MaryLou and Sharon for Lisa Kristyn for Denice and Matt; Tammy (due to proximity) for Kristyn Voice mail message When you are planning to be out of the office, turn on your alternate voice mail message and let them know who might be able to assist them in your absence. Forwarding phones Another option of providing coverage is to forward your line. Let the person know that you are forwarding your line to them so they are aware. It is more convenient for them so they can just pick up their own phone line (even for your callers).

5 Outgoing Calls -- Telephone Courtesy Suggestions Courtesy is as important in speaking over the phone as in talking to people face to face. When you talk on the telephone, remember: 1. Identify yourself, both when placing and answering calls. 2. After someone answers the phone, give your name before asking for the person desired. 3. Express yourself clearly and concisely 4. Keep your conversations as brief as possible. 5. Make business calls well before the close of the office hours. 6. When the number you are calling is not answered quickly, wait long enough for someone to put aside what he or she is doing. It may take several rings to be transferred or forwarded to voic . 7. Be certain of the number you re dialing, to avoid disturbing someone unnecessarily. If you do reach a wrong number, it is important to say, "I'm sorry, I dialed the wrong number" before hanging up. Telephone Messages Write down complete information (use an NCR message pad or send it via Google (canned message template). Name of caller Date & time of call Caller s phone number Brief message When caller can be reached Your name Before hanging up, double-check with caller to be sure the message is accurate.

6 Suggested statements is away from her/his desk. May I take a message or is there something I may do to assist you? is not in his office at the moment but s/he is in the building. May I take a message? is out of the office today. Is there something I can help you with? Statements to avoid I don t know S/he s not here They left and I don t have a clue where they are Special and unusual communications Public Records Act Requests for Public Records Act information should be referred to the office of the Assistant Superintendent of Business. Complaints or rude callers Complaints, irate people, requests for sensitive information, etc., please refer to your supervisor to handle Rude callers o Identify yourself clearly and ask for the speaker's identity politely. o Stay courteous to encourage the caller to stay courteous. o If you are speaking with someone who has a complaint, give clear indications that you will try to help resolve the issue. Acknowledge the problem, apologize for the inconvenience, empathize to show you care and make a plan to solve the problem. Refer to supervisor if you are unable to assist the caller.

7 Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart. - Henry Clay

8 And finally... I keep the telephone of my mind open to peace, harmony, health, love and abundance. Then, whenever doubt, anxiety or fear try to call me, they keep getting a busy signal and hopefully soon they'll forget my number! ~Edith Armstrong

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