1. T ELEPHONE E TIQUETTE

2. V OICE M AIL G REETING Sound professional Don’t leave commercial or thoughts of the day on your voicemail, if your not there callers want to quickly leave you a message Don’t say “ Hi this is Jason, you know what to do.” Say your greeting with a smile on your face, callers can hear your smile in your voice

3. V OICE M AIL G REETING 1-2 second pause before greeting State your name & organization/department The day of the week What keys caller can press for immediate assistants When caller may expect a call back The name and extension of a person who can provide assistance

4. S AMPLE GREETING Dow Chemical Costumer Service Donna McGuire Tuesday February 19, 2008. I am in the office today but I’m currently speaking on another line please press zero and pound and you will be transferred to our team mate Thank you and have a great day. Good greeting Bad greeting

5. W HAT NOT TO DO IN YOUR V OICE MAIL GREETING Your greeting shouldn’t go past 15 seconds Do not say “ operators are busy”, tell the callers operators are aware of your call but are attending to others Do not rush your greeting, take your time

6. W HEN LEAVING A MESSAGE Know what you want with each call you make Make it quick but now to fast, don’t leave a message over 60 seconds long When you have more then one item write them down so you remember If your call is critical, include an e-mail address for them to reach you at Slowly say your extension twice, one at the beginning of the call and one at the end

7. S AMPLE MESSAGE Scenario Calling Schumacher Insurance Requesting quote for auto insurance Listen to good message Listen to poor message