1. Phone Etiquette Let them hear the smile!

2. Our Main Goal Make a positive impression! Customer Satisfaction

3. How do we reach our GOAL? Answer calls properly by  Using proper tone of voice  Speaking clearly  Having a “smile in your voice” Know how to  Screen calls  Transfer a call  Place a call On-Hold Treat the caller with dignity and respect

4. Answering Properly and Timely Answer within Three Rings Always answer with a greeting (“Good morning”), identify your department and your name, and state “How may I help you?” Use a Pleasant Tone of Voice

5. Your Voice Reflects your Personality Make sure your voice  Sounds pleasant  Has distinct articulation  Sounds like you are smiling  Varies in volume

6. Screening Calls Ask: “Who is calling please?”

7. Transferring a Call Always inform the caller to where you are transferring the call Always introduce your caller to the person to whom you are transferring

8. Placing a Call On-Hold If you need to place the caller on hold, first ask for permission and wait for answer (“Can you hold please?”). Assure that the call is not regarding an emergent situation.

9. When returning to the line, say: “Sorry to keep you waiting”. If the individual being requested is not available, obtain the phone number and let the caller know when a return call will be made to them, or have them call back at a better time. Placing a Call On-Hold

10. Effective Listening Understand the caller’s need

11. Difficult Calls People are often frustrated before they place a call. Turn it around by letting the caller know you understand and you will do everything you can to help him/her.

12. Never Interrupt the caller Yell at the caller Slam the phone Leave him/her holding for more than two minutes Eat, drink or chew gum while you are on the phone Talk to someone else (cover the phone if this is unavoidable) Always Apologize for any inconvenience to the caller

13. Always, Always Treat all callers with Dignity and Respect

14. SMILE SMILE, your customer is on the line