Telephone EtiquetteBuilding Extension’s Brand through…

Why is telephone skill important?

When you are on the phone with a customer or client, YOU ARE THE SINGLE representative of your organization. In other words,

“Rules” for Telephone Communication:

1. Treat your telephone visitor as if 1. Treat your telephone visitor as if he or he or she were present.she were present.

- When people call your office, as far as they are concerned you are the organization.

- If you sound cheerful, clear, and interested, the caller’s attitude toward your organization will be a good one.

- Would you play solitaire if a customer was in your office with you?

How Do Your Rate Your Telephone Voice?

Has Needs

• VITALITY ____ ____• EXPRESSION ____ ____ • NATURALNESS ____ ____• PLEASANTNESS ____ ____• INTELLIGIBILITY ____ ____

How Do You Look When You Talk on the Telephone?

Interested Neutral Bored

Pleasant Neutral Unpleasant

Calm Neutral Agitated

Involved Neutral Distracted

When are some times when you have to worry about looking or sounding this this?

“Rules” for Telephone Communication:

2. When receiving calls:2. When receiving calls:• Answer promptly to show that you are alert, courteous, and

efficient. (2 rings)• Use all 5 parts of the answer (next slide)• Use the caller’s name to personalize the message.• Listen carefully to avoid asking the caller to repeat.• Be tactful and give the impression that you really want to

be of assistance• Take helpful messages.

• Keep and paper and pencil handy.• Summarize and feed back the information to the caller for

verification.

Five Parts to Your Answer:

1. Smile2. Welcome the caller3. Announce the office4. Introduce yourself 5. Let them know you're here to help

them.

When making acknowledgements…

Don’t Say: Better:

Yeah or Okay Certainly

Wait a minute Do you mind waiting while I check on that for you?

Hold on or Hold the line Would you like to hold or may I call you back?

Just a minute One moment please…I’ll find out

No problem You are very welcome or my pleasure.

“Rules” for Telephone Communication:

3. When handling complaints by 3. When handling complaints by telephone…telephone…

• Convey sincere interest and concern• Remain calm and courteous• Don’t make promises for others• If there is a question you cannot answer, or the caller

becomes unreasonable, contact your county director and refer the call.

• Thank the client and close the conversation naturally.• Follow through on any questions or complaints.

When handling difficult customers…

Don’t Say: Better:

You’ll have to talk to Mr. Smith about that.

Mr. Smith handles that. May I transfer you.

I don’t know anything about that.

I’m sorry. That information is not available through this office.

You didn’t talk to me.I didn’t take your call.

I’m sorry Mrs. Jones. I will be glad to take care of that for you.

You must _____ Would it be convenient for you to ____________?

“Rules” for Telephone Communication:

4. When 4. When makingmaking a telephone call: a telephone call:• Check the level of distraction around you before

deciding to make the call.• Identify yourself and the Extension office.• Clearly state your purpose for calling.• Don’t waste time. Have a list of items to be covered.

“Rules” for Telephone Communication:

5. End the conversation in a positive 5. End the conversation in a positive manner.manner.

• End on an upbeat note.• Summarize any action to be taken.

When closing…

AVOID• All righty• Bye Bye• Yeah• Okie Doke• See ya later

BETTER• Thank you for calling

Payne County Extension

• You’re welcome…have a good day.

• I will get that report to you in the mail immediately…have a nice afternoon.

“Rules” for Telephone Communication:

6. Always return missed calls.6. Always return missed calls.• Within 24 hours is best• At least within 48 hrs• If you don’t want to talk to them, have some one else

call them back.• The same applies to e-mails—RESPOND. Even

something as simple as “thanks” or “I got it” will work.

Other things to think about:• Leaving a voicemail

• Keep them professional• Once you’ve left a voicemail, don’t pester. (allow

6-12 hours).• Don’t hide behind voicemail

• Cell phones (business)• Turn it off, if possible, during meetings• Do not check for messages during meetings• If you are expecting an important call, let your

client know in advance.

THANK YOU and have a nice day.