1. Telephone Etiquette

2. Using the Telephone Effectively and Courteously
Answer the phone before the third ring.
Answer calls and return missed calls within 24 hours.
Always identify yourself when placing a call.
Keep conversation brief, but not to the point of curtness.
Address people by their names and titles, as appropriate.
Place a call on hold, if necessary, rather than leaving a phone with an open line.
Respond promptly to all requests.

3. Using the Telephone Effectively and Courteously
Listen. Do not interrupt a caller or become impatient.
Do not talk with food or chewing gum in your mouth.
Respond courteously to requests and responses.
Always let the customer know when you will return the call. This must never exceed one day.
When you have finished talking, say “Thank you, Mr. or Ms. ____. Goodbye.”
Let the caller hang up first.

4. Placing A Call
Know the name of the person you want to reach and how to pronounce it.
Verify the phone number before calling.
Keep frequently called numbers handy.
Ask the caller if it is convenient to talk.
Insist on calling back if the connection is faulty.

5. Choice of Words Avoid crude expressions.
Reply with a distinct “yes,” rather than “yeah.”
Show respect with simple comments and responses such as “Thank you,” “ I appreciate your help,” and “Please.”
Avoid responding with non-words noises, such as “ah,” “uh-huh” or “ummm.”
Speak slowly and pronounce words clearly.

6. Placing Calls on Hold Ask permission before placing a caller on hold.
Return to the line periodically.
Ask callers if they want to continue holding.
Indicate how long the delay could be.
Offer to call the person back if the wait will be long.
Never leave a customer on hold for longer than one minute.
Be courteous, respectful and professional.

7. Answering Multiple Incoming Calls
Place the first call on hold.
Answer the next call.
Complete the second call only if it can be handled quickly.
Return to the initial call promptly.
Provide quality service that meets or exceeds the customer’s expectations.

8. Transferring Calls
Transfer calls only if you are unable to help the caller.
Ask permission to transfer calls.
Give names and complete telephone numbers to the caller in case the call is disconnected.
If the caller complains about being transferred, suggest having the call returned instead.
Give the new party any helpful information before completing the transfer.
Never transfer a caller more than two times.

9. Cutting Calls Short
Give a short, sincere explanation for ending the telephone conversation.
For example, “I’m sorry to cut this short, but I have a visitor waiting to see me.”
Make plans to get back with the caller if necessary.
Example: “We have a staff meeting in five minutes. May I call you back?”

10. Taking Messages
Write a message, even if the caller indicates they will call back.
Include the time and date.
Write legibly.
Verify the caller’s name and phone number by repeating the information.
Include as much information as possible to help the message recipient return the call.
Sign or initial the message slip and deliver the message promptly.

11. You Call The Wrong Number
If you place a call and reach what appears to be a wrong
number, immediately check the telephone number.
For example:
“I beg your pardon, but is this (305) ?”
If it is evident that some error was made, express regret, even if you were not responsible.

12. Someone Calls You by Mistake
Inform the caller politely that he/she reached a wrong number.
Suggest that the caller recheck the number and dial again.
If the caller is trying to reach a County employee or department, do your best to find the number and assist the caller in transferring the call.

13. Screening Calls
Avoid giving the impression that calls are being screened.
Do not ask the caller’s name before saying the requested party is unavailable.
Ask if the call can be returned.
Use judgment in determining whether the supervisor needs to talk to every important person.
Transfer a call if it is an emergency.

14. Handling Complaints and Angry Callers
Never make an angry caller wait for more than 30 minutes for a supervisor.
Listen to the complaint, investigate and act to resolve the issue.
Avoid interrupting until the entire complaint has been stated.
Do not allow yourself to get angry.
If the caller is angry, pause before you respond. Then respond politely.
If the caller is extremely angry, ask if you can call back.
If the caller refuses, ask if you can have few minutes to collect needed information. This additional time may allow the caller to calm down.

15. Handling Complaints and Angry Callers Continued…
Never put an angry caller on hold. This may make them more angry.
Empathize. Express regret for the situation.
For example: “I’m sorry for the inconvenience.”
3. Find a way to agree with their circumstances.
For example: “I understand what you are going through. I’d be upset too if that happened to me.”
4. Suggest alternatives for handling the problem that you have the authority and take responsibility for providing answers to the customer.

16. Managing Your Voice Message System
Answer your telephone when you are at your desk.
Let the system pick up when you can’t answer.
If you must leave you desk, check for messages promptly upon returning.
When returning a call and the system answers, leave a clear, detailed message including your phone number.
When your availability changes, change your greeting.

17. Something to Remember A person may forget what you say,
A person may forget what you do,
But, a person will not forget how
you made them feel…

18. When every customer leaves
Success…
When every customer leaves
satisfied.

19. Wrap- up
Questions and Answers
Participant’s Evaluation

20. Thank You!