Telephones Should Always Be Answered With

Phone Etiquette Tips

Incoming Calls

Telephones should always be answered with

a phrase like, "Good morning, XYZ Dept.,

Carol speaking, may I help you?" In a busy

department or unit, this particular phrase

may be too much to say. If so, it can be

shortened to a phrase that is less wordy.

? When answering, identify your

department and your name.

? For those staff with private

extensions, identify the Planning

Unit or building, and your name:

Don’t assume the caller knows who

you are.

? Speak clearly, slowly and with

confidence.

? Always be polite – 3key phrases:

o “Please”

o “Thank you”

o “I’m sorry”

? Do not keep people on HOLD too

long. Ask the caller if she/he would

prefer to hold or leave a message on

voicemail.

? If necessary, you may offer to call

back (call within 5-10minutes)

Outgoing Calls

Courtesy is as important in speaking over

the phone as in talking to people face to

face. When you talk on the telephone,

remember:

? Express yourself clearly and

concisely

? 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.

? After someone answers the phone,

give your name before asking for

the person desired.

Common Telephone Courtesy Hints

1. Make sure of the correct number so

as not to risk disturbing strangers.

After dialing a wrong number simply

say, "Sorry, wrong number."

2. Identify yourself, both when placing

and answering calls.

3. Keep your conversations as brief as

possible.

4. Make business calls well before the

close of the office hours.

5. 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 voicemail.

Telephone Messages

Write down complete information:

? 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.

For private calls, you may call the

Administration Office and ask if there is a

private phone available. There is a phone in

the Dean’s Conference Room that could be

used or one of the offices might be available.Transferring Telephone Calls

Within the Library

Transferring calls between units,

departments, or branches:

“I believe it is the X department that

can help you. I’ll transfer you, but

let me give you the number first in

case the transfer fails. It is… … ”

You might consider giving a brief clue as to

the content of the call but not to make the

caller wait more than a few seconds:

“This is [Your Name]. I’m

transferring a caller who wants to

renew a book… who is angry

about… who has a reference

question… who wants to suggest that

we purchase a new journal title… .”

Cells Phones

Use consideration when bringing cell

phones to work:

? Leave cell phones turned off when

possible.

? Set the ring volume low or to simple

ring setting.

? When receiving a call, put the caller

on hold and find a private place to

talk; or take the number, and call

back at a more appropriate time and

place.

revision (4/16/02)

Telephone Etiquette

Tips for the Receptionist or Secretary

Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential.Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.

1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.

2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.

4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.

5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.

6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.

7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.

8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

Making Calls

1. Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, "Good afternoon Mr. Brown, this is Ms. Brown from Officeskills.org. My telephone number is 408-555-1212." Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet! Someone next to you might overhear confidential information that could negatively affect your business.

2. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point.

Telephone Etiquette Guides

Helpful Telephone Etiquette Tips: Explains the rules of Telephone ETIQUETTE and tips on how to answer, screen, transfer and place callers on hold. Great tips prepared by the Ohio State University.

Phone Etiquette from Information Technology: Information on how to create a good first impression, putting callers on hold and transferring calls.

Telephone Etiquette Guide- A great resource on all aspects of Telephone Etiquette prepared by the California State University, Fullerton.

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