TELEPHONE CONVERSATION

If the caller has reached the wrong number, be courteous. Take the time to find out where he should be calling or to whom he should be speaking. • Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby. • When you are out of the office or away from your desk for more than a few minutes, forward your phone to voicemail.

Answering Calls

• Try to answer the phone within three rings. Answering a phone too fast can catch the caller off guard and waiting too long can make the caller angry. • Answer with a friendly greeting. • Introduce yourself immediately. • Speak clearly and strive to have a pleasant tone of voice. The caller will appreciate it. Ask the caller for his name. This shows you have taken an interest in them.

Answering Calls

• Use appropriate language. Always be mindful and respectful on the phone. • Be honest if you do not know the answer to the inquiry. • Be mindful of your volume. • Actively listen and take down notes. • Use speakerphone only when necessary.

Answering Calls

• Leave the conversation open and let the other party end the conversation. • Promise to finish your discussion at another time. • Tell the person how much you enjoyed speaking with him/her. • Before hanging up, be sure that you have answered all the caller's questions. • Always end with a pleasantry such as: Have a nice day or It was nice speaking with you.

Ending Conversations

• Stay calm. Try to remain diplomatic and polite. • Remain cheerful even in the face of negativity. • Always show a willingness to resolve the problem or conflict. • Try to think like the caller. Remember, their problems and concerns are important. • If you are in a non-supervisory position, offer to have your supervisor talk to the caller or call him/her back if the caller persists. • If you are a supervisor, be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understandably so.

Handling Rude or Impatient Callers

• When you call someone, never say: Whom am I speaking with? without identifying yourself first. Say: This is Liza from CIT University. To whom am I speaking? • Always know and state the purpose of the call. • When you reach a wrong number, do not argue with the person who answered the call or keep him on the line. Say: I'm sorry. I must have the wrong number. Please excuse the interruption. And then hang up. • If you told a person you would call at a certain time, call him as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call.

Making Calls

• When putting a caller on hold, always ask permission. Examples: Would you mind if I put you on hold while I check? Can you hold briefly while I see if Mr. Reyes is available? • When taking a caller off of hold, always thank him for waiting. • Sometimes you may have other lines ringing too. Remember to write down the names of callers holding so you avoid asking whom the caller is holding more than once.

Placing Calls on Hold

• Be prepared with a pen and a message slip when you answer the phone. • When taking messages, be sure to ask for the caller's name. • Repeat the message to the caller. • Be sure to get all the necessary information. • Place the message slip in the called party's inbox or in a conspicuous place in his office.

Taking Messages

• ______ is an important facet of communication since you represent not only yourself but often your department and the university. • Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you and your department. • The following suggestions are helpful for making your phone conversations more effective: Using phrases such as "thank you" and "please" is essential in displaying a professional atmosphere. Listen actively and listen to others without interrupting. Do not make people dread having to answer their phones or call your department.

Telephone Etiquette

• If the caller needs to speak to another person or department, transfer the caller directly to the desired person's extension rather than the operator. This will save the caller from having to explain his/her requests another time, and it will cut the number of times the caller needs to be transferred. • When transferring a caller, tell him to whom you are transferring him, and announce the caller to the person you are transferring to. • If the called party does not wish to take the call, return it to the caller. Say: He/she is out of the office. May I take your message?

Transferring Calls