Telephone Personality & Phone Ettiquette

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Telephone Personality Phone Ettiquette
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Always be your best!
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Phone Ettiquette

• There are 4 parts to a proper greeting
• Proper greeting of the hour
• Company name
• Your name
• How may I help you?
• Good Morning, Academic Advising, This is Tracey,
  How may I help you?

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Building Rapport

• Take notes regarding calls
• Write down the callers name
• Let them know if you cant hear them
• Include their name when talking to them
• Always repeat the message
• Wear your smile!

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Wearing a SMILE!

• Wearing a smile makes you feel happier and will
  also brighten up the whole room.
• Smiling will also make you feel more positive and
  have a feeling of well being.

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On Hold Techniques

• Ask them if they could please hold and wait for
  their answer.
• Give them an option.Hold or leave a message.
• If holding, check back with them every 30 60
  seconds. Dont leave them wondering.
• Dont forget to include their name when thanking
  them for holding.

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Call Transferring

• 2 Types of Transferring
• Guided Transfer Let the caller know who they
  are being transferred to.
• Description Transfer Announcing the call to
  inform your staff the reason they are calling and
  their name.

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Speaking clearly

• 1. Speak slowly and clearly
• 2. Enunciate your words and stay away from
  sounding monotone.
• 3. Dont have a lazy tongue.
• 4. Try some tongue twisters to get you moving in
  the morning.
• Sally sells seashells by the seashore
• Rubber baby buggy bumpers
• Peter Piper picked a pack of pickled peppers

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Positive Speech

• Hes currently out of the office, May I take a
  message?
• Ill be happy to..
• Ill transfer you now.
• Thank you for holding Ms. Birr..
• One moment please.
• Not a problem at all, thank you..

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Effective Listening

• Prepare yourself to listen
• Concentrate on what is being said
• Visualize the speaker
• Hold your tongue, dont interrupt
• Take notes
• Use summarizing statements
• Use conversation cues if the caller is getting
  long winded
• Listen between the lines
• Be open minded
• Practice positive listening habits

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1 Rule

• The ultimate respect you can give someone, is to
  listen to them.

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2 Rule

• SMILE!!!!

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SMILE

• S Smile increases the receptiveness of those
  around you.
• M Make the guest feel comfortable
• I Information gathering
• L Learn the other persons name
• E Eye contact establishes credibility and
  confidence.

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Front Desk Ettiquette

• Stay organized
• Keep message for each other in one location
• Let your co-workers know what needs to be done or
  where you left off
• Smile
• Not a place to be grooming yourself
• Come to work prepared.

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