Answering Calls For Your Department

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1 Phone Etiquette

2 Objectives Answering Calls Tactful Responses Taking Messages Handling Rude Callers Making calls Ending Conversations Voic Etiquette Caller Complaints

3 Answering Calls For Your Department Answer promptly Before third ring if possible Discontinue all activities Other conversations Eating Chewing gum Typing Speak clearly Use pleasant tone Identify yourself This is. Listen Do not interrupt Use hold button Caller won t hear nearby conversations Explain transfers Why and where

4 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. unless you have specific permission. Don t make a habit of receiving personal calls at work. Don t handle a rude caller openly at the service desk or call center.

5 Tactful Responses What You Mean: Tell the Caller: "He is out." "I don't know where he is." "He is in the men's room." "He hasn't come in yet." "She took the day off." "He doesn't want to be disturbed." "She is busy" "He is not in the office at the moment. Would you like to leave a message on his voic ?" "He has stepped out of the office. Would you like to leave a message on his voic ?" "He has stepped out of the office. Would you like to leave a message on his voic ?" "I expect him shortly. Would you like to leave a message on his voic ?" "She is out of the office for the day. Can someone else help you or would you like her voic ?" "He is unavailable at the moment. Would you like to leave a message on his voic ?" "She is unavailable at the moment. Would you like to leave a message on her voic ?"

6 Taking Messages Be Prepared Pen and paper Ask For: Caller s name with correct spelling Caller s phone number What the call is in regards to Repeat Message to Caller Notate Date & Time *Don t forget to give the message to the intended recipient!

7 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 Long-distance calls Offer to call them back to avoid phone charges - this can have an immediate positive impact Acknowledge their feelings I can hear that you are upset by this or I can tell this situation is upsetting you.

8 Making Calls Identify yourself first State purpose of the communication Ask questions if needed to get to correct dept/person Reached a wrong number Say: I m sorry, I must have the wrong number. Please excuse the interruption. And then hang up.

9 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

10 Voic Etiquette Update greeting regularly Let callers know when you will return their call Extended absences Let callers know when you will be returning and how they can contact an alternate person if needed. Keep It Short & Simple (KISS) Keep recording to a maximum of about 15 seconds Take your time while recording, and sound sincere Check messages daily Return messages within 24 hours

11 Frequent Caller Complaints The telephone rings for a long time before it is answered. They place me on hold for a long time. The line is always busy. They don t listen to my needs before transferring me. I get disconnected while being transferred. The person says wait and talks to other coworkers without putting me on hold. They answer with an aggravated voice.

12 Interviewing and Phone Etiquette Telephone Interviews Used for: Relocation Screening process For more detailed answers to application questions Over the phone, 86% of communication is determined by the tone of your voice! (msn.com poll)

13 Telephone Interviewing Get organized! Work out message-taking system if you have multiple residents in household Keep a list of jobs you have applied to. Make sure you can concentrate in a quiet atmosphere and that your phone is charged. What if you miss the call? What if you don t have time for the interview when the company calls?

14 Telephone Interviewing Pros No time to work yourself up/get nervous No need to dress up Can be comfortable in your own home They cannot see body language/facial expressions Usually not the only interview in a hiring decision According to a Robert Half poll, 44% of job seekers can expect three interviews; 34% will participate in two interviews.

15 Sample Questions for Employers What is the timeline for the interview process? What would be the next step in your process? When do you expect to make a decision? What would a typical day look like? What is your favorite part of working for this company? Will there be any formalized training for the position? Any other questions you can think of! They want to know that you are thinking critically about the position!

16 Telephone Etiquette Summary 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! Customer service can be hard work!

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