2.  Turn away from your computer, desk, or other work  Have a pen and paper nearby  Answer the calls promptly, by the second or third ring  Smile as you pick up the phone  Use your “telephone voice” – control your volume and speed, have a tone that is enthusiastic, natural, and respectful  Greet the caller and identify yourself and your company/department/unit.  Ask, “How may I help you?”  Ask, “To whom am I speaking?”

3.  Apologize for the person being unavailable.  Ask if the caller would like to leave a message.  If the person the caller would like to talk to has voicemail, ask if the caller would like to leave a message on the voicemail.  Write down all the important information  Name of the caller (ask for spelling if unclear).  The telephone number of the caller  The message  Read back the message to make sure it is correct  Deliver the message in a timely fashion

4.  Don’t say, “I don’t know.” Say, “I’m not sure. Let me see if I can find out for you.”  When putting someone on hold, ask politely if you can put them on hold: “Can I put you on hold for a moment to find out?” (Make sure that they are in fact on hold!)  If their question requires more research, ask for their number and return their call when you find the information they requested.

5.  When dealing with an emotional caller, follow these guidelines:  L Listen to the caller’s problem or complaint. Give them time to vent.  E Empathize, try to understand the caller’s feelings  A Apologize, even if the problem is not your fault, say, I’m really sorry this has happened  P (be) Positive  S Solve the problem, Suggest solutions or ask what you can do to help  When ending the call, tell what will happen next and thank the caller for his or her call. Invite the caller to call again.