Telephone Techniques

Telephone Techniques for the Job When you answer the telephone, remember that you represent the company.
Make the first impression of your business a good one by following these techniques:
1. Greet the call by identifying your company and yourself. Ask how you may assist or direct the call.
2. Use a friendly tone, speak clearly and distinctly, and avoid slang or mumbling.
3. Listen carefully to be sure you understand everything the caller is saying.
4. Be professional if you have to place a call on hold while you get files or if you need to transfer the call to someone else.
5. If you place a caller on hold, periodically return to the caller and ask if he or she wishes to continue holding, to speak with someone else, or to leave a message.
6. Offer to take a message or have someone else return the phone call.
7. Record messages accurately. Include the caller’s name and telephone number and any other important information such as when they called and why. Repeat the telephone number to be sure you wrote it correctly.
8. Close the call by expressing appreciation to the call. Be sure you and the caller agree on what action is to be taken. Then say goodbye.