Phone etiquettes at work

PHONE ETIQUETTES AT WORK

BRIEF OVERVIEW Whether you work in an office or call center, there is a

right and wrong way to talk on the workplace telephone.

When answering the phone, you become the face of the company.

How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth.

If the call leaves a bad taste in the customer's mouth, you may lose his business.

“FIRST IMPRESSION IS THE LAST IMPRESSION”

CONTD… For this reason, it is best to make sure each call received

is handled with excellence

Phone Etiquettes simply mean etiquette on the telephone so its important to notice your tone.

Never slam the phone on people, do not play pranks, do not drop the phone suddenly, do not keep the caller waiting for too

ESSENTIALS OF PHONE ETIQUETTES

Make sure you identify yourself, speak clearly and are smiling as you answer the phone.

Before placing a caller on hold, ask for their permission first and thank them next.

It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.

Do not forget to return a call as promised. Do not permit the phone to ring into the office more than

three times. Always use a pleasant, congenial and friendly tone.

CONTD…

Never interrupt the person while he/she is talking to you. Never engage in an argument with a caller. Do not handle an unhappy caller's concern openly at the

checkin-checkout desk. Do not make it a habit of receiving personal calls at

work. Do not answer the phone if you are eating or chewing

gum. Do not give the impression that you are rushed. It is

better to return the call when you can give the person the time they need to handle the reason for their call.

CONTD… Learn how to handle several callers simultaneously with

ease and grace. Return calls promptly that have been left on voice mail

and ansafones. Always get the best number (and an alternate) and the

best time to have a call returned to the caller, especially if a manager or another team member must return the call.

Do not leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."

NOTE DOWN THE MESSAGE OR IMPORTANT POINTS

CONTD… Always make collection calls in private and away from the

patient flow or public areas. If possible, provide a telephone for

patients/customers/clients to use. An area providing privacy is preferred.

Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless you have been given permission to do so.

When hanging up the phone, make sure the caller or person called hangs up first. Always hang up the phone, gently.

TYPES OF CONVERSATION

CORRECT WAY

Answer using your name, title and ask how can you help

Always leave your phone number and speak slowly

Leave a short, detailed message

Return calls in a timely manner

Smile when you answer the phone

INCORRECT WAY

Eat when you are on phone

Put someone on speaker phone

Talk with others

Say anything that you don’t want the caller to hear

Answer the phone if you are not prepared

Answer calls when you are in office or in a meeting

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