1. Building Extension’s Brand through…
Telephone Etiquette

2. Why is telephone skill important?
When you are on the phone with a customer or client, YOU ARE THE SINGLE representative of your organization. In other words,
You are OSU Extension!

3. “Rules” for Telephone Communication:
1. Treat your telephone visitor as if he or she were present.
- When people call your office, as far as they are concerned you are the organization.
- If you sound cheerful, clear, and interested, the caller’s attitude toward your organization will be a good one.
- Would you play solitaire if a customer was in your office with you?

4. How Do Your Rate Your Telephone Voice?
Has Needs
VITALITY ____ ____
EXPRESSION ____ ____
NATURALNESS ____ ____
PLEASANTNESS ____ ____
INTELLIGIBILITY ____ ____

5. How Do You Look When You Talk on the Telephone?
The way you look affects the way you sound
Interested
Neutral
Bored
Pleasant
Unpleasant
Calm
Agitated
Involved
Distracted
When are some times when you have to worry about looking or sounding this this?

6. “Rules” for Telephone Communication:
2. When receiving calls:
Answer promptly to show that you are alert, courteous, and efficient. (2 rings)
Use all 5 parts of the answer (next slide)
Use the caller’s name to personalize the message.
Listen carefully to avoid asking the caller to repeat.
Be tactful and give the impression that you really want to be of assistance
Take helpful messages.
Keep and paper and pencil handy.
Summarize and feed back the information to the caller for verification.

7. Five Parts to Your Answer:
Smile
Welcome the caller
Announce the office
Introduce yourself
Let them know you're here to help them.

8. When making acknowledgements…
Don’t Say:
Better:
Yeah or Okay
Certainly
Wait a minute
Do you mind waiting while I check on that for you?
Hold on or Hold the line
Would you like to hold or may I call you back?
Just a minute
One moment please…I’ll find out
No problem
You are very welcome or my pleasure.

9. “Rules” for Telephone Communication:
3. When handling complaints by telephone…
Convey sincere interest and concern
Remain calm and courteous
Don’t make promises for others
If there is a question you cannot answer, or the caller becomes unreasonable, contact your county director and refer the call.
Thank the client and close the conversation naturally.
Follow through on any questions or complaints.

10. When handling difficult customers…
Don’t Say:
Better:
You’ll have to talk to Mr. Smith about that.
Mr. Smith handles that. May I transfer you.
I don’t know anything about that.
I’m sorry. That information is not available through this office.
You didn’t talk to me.
I didn’t take your call.
I’m sorry Mrs. Jones. I will be glad to take care of that for you.
You must _____
Would it be convenient for you to ____________?

11. “Rules” for Telephone Communication:
4. When making a telephone call:
Check the level of distraction around you before deciding to make the call.
Identify yourself and the Extension office.
Clearly state your purpose for calling.
Don’t waste time. Have a list of items to be covered.

12. “Rules” for Telephone Communication:
5. End the conversation in a positive manner.
End on an upbeat note.
Summarize any action to be taken.

13. When closing… AVOID BETTER All righty
Bye Bye
Yeah
Okie Doke
See ya later
BETTER
Thank you for calling Payne County Extension
You’re welcome…have a good day.
I will get that report to you in the mail immediately…have a nice afternoon.

14. “Rules” for Telephone Communication:
6. Always return missed calls.
Within 24 hours is best
At least within 48 hrs
If you don’t want to talk to them, have some one else call them back.
The same applies to s—RESPOND. Even something as simple as “thanks” or “I got it” will work.

15. Other things to think about:
Leaving a voic
Keep them professional
Once you’ve left a voic , don’t pester. (allow 6-12 hours).
Don’t hide behind voic
Cell phones (business)
Turn it off, if possible, during meetings
Do not check for messages during meetings
If you are expecting an important call, let your client know in advance.

16. THANK YOU and have a nice day.