1. “ONE RINGY DINGY” BASIC TELEPHONE ETIQUETTE

2. WHEN THE TELEPHONE RINGS: Take a deep breath & SMILE!

3. Empty your mouth!

4. Keep the
radio at
a low volume

5. Give the caller your undivided attention
WHAT SHOULD I
HAVE FOR
LUNCH, ONE
MOONSHINE
OR TWO?
Give the caller your undivided attention
Don’t check s during a conversation

6. Speak like an adult
Avoid filler words
Use proper English

7. EDUCATE YOUR TEAM! THEY ARE A REFLECTION OF YOU!
TEACH PROPER PHONE TERMINOLOGY:
PIDN, NOT PIDN NUMBER
“FISCAL COURT”, NOT
“PHYSICAL COURT”

8. EDUCATE YOUR TEAM!
KEEP OFFICE CONVERSATIONS TO A LOW VOLUME, ESPECIALLY WHEN SOMEONE IS ON THE PHONE.

9. Don’t be a know-it-all!
If you don’t know the answer, don’t make one up!
Let the caller know you are happy to find out an answer for him/her and will call him/her back! THEN CALL THEM BACK IN A TIMELY MANNER!

10. IF A CALLER IS IRATE OR ANGRY...
DON’T SNAP BACK!
REMAIN CALM!

11. FOR HANDLING REALLY IRATE CUSTOMERS!
IF YOU FEEL THREATENED...CALL FOR BACK UP!
HAVE A PLAN
FOR HANDLING REALLY IRATE CUSTOMERS!

12. IN A MEETING
ON AN APPOINTMENT
OUT OF THE OFFICE, IS THERE SOMETHING I CAN HELP YOU WITH?

13. WHAT NOT TO SAY! OUT TO LUNCH IN THE BATHROOM ON VACATION
CALLED IN SICK
GONE FOR THE DAY/NOT IN TODAY

14. TAKE PROPER PHONE MESSAGES:
NAME
PHONE NUMBER
DATE/TIME
BRIEF REASON FOR CALL/TOPIC

15. AND MOST IMPORTANTLY:

17. THANK YOU FOR
ATTENDING
“ONE RINGY DINGY”!

18. A warm thank you to our actors:
Ernestine played by Darlene Plummer, Chief Deputy, Kenton County
Caller played by Michael Harness, Boone County Deputy
Caller played by Marcie Vogelpohl, Boone County Deputy
COPYRIGHT 2012 DMP PRODUCTIONS LLC

19. A warm thank you to our actors:
Ernestine played by Darlene Plummer, Chief Deputy, Kenton County
Caller played by Michael Harness, Boone County Deputy
Caller played by Marcie Vogelpohl, Boone County Deputy
COPYRIGHT 2012 DMP PRODUCTIONS LLC

20. A warm thank you to our actors:
Ernestine played by Darlene Plummer, Chief Deputy, Kenton County
Caller played by Michael Harness, Boone County Deputy
Caller played by Marcie Vogelpohl, Boone County Deputy
COPYRIGHT 2012 DMP PRODUCTIONS LLC