Telephone Techniques

Can they Hear your smile?...

Please remember to use the best telephone tips and techniques.  Here is a review:

1.   Answer the phone in a warm and friendly tone.  SMILE!

2.   Clearly identify yourself and your department.

3.   Ask for the caller's name..."May I ask who's calling?"  People enjoy being 
      recognized by name.

4.   Don't let the caller assume you know what they want or mean to say.

5.   If you transfer a call, give the caller the name and extension of the party to
      whom the call is transferred.

6.   When taking a message, clearly repeat the information to show you understand
      it.  Note the date, time, and caller's name, and deliver the message promptly to
      the appropriate person.

7.   If you must put the caller on hold, respond frequently.  Don't leave the caller
      hanging.

8.   Make the caller feel you are sincerely trying to accommodate them!

9.   Use courteous expressions, such as "Thank you for calling," "Thank you, Mr." (or
      Mrs. or Miss or Ms., etc.)  Remember to use their name!

10.  SMILE...the caller CAN "hear" it!