Blog Viewer
Phone manners
Created By: Cook, Doris On Fri, Mar 12, 2010 03:40 PM
Help please - I have been given the task to write up a directive on how to properly answer a business phone for another department.  Now, I've been doing it for about 40 years and don't even think about it - it just comes naturally.  How would you write this up?
Thanks for any help,
Doris Cook CPS
Fayette-Coweta Chapter
Georgia Division
Score 0.2/5
0Ratings
2Comments
95Views
Permalink

To link to this Blog, copy and paste the URL below into your blog or homepage. Using this link will ensure access to the Blog, even if it is archived.

Comment  
Linda Dennis
3/13/2010
4:58 PM
You have your answer. You stated that you've done this for years. Just take the time to write/type how you answer the phone. Think about naming the policy - Telephone Etiquette.
Purpose - State what the reason is for the policy; i.e., to be able to provide a standard, professional guideline for answering business telephones.
Scope - Define what this policy will cover; i.e., These guidelines are to provide standards for answering phones for both our internal and external customers.
1. External Customers - For answering outside, incoming telephone calls, be sure to answer using the following as suggested script:
a. Good morning/Good Afternoon, ABC Company, this is Jane Smith. How may I help you?
2. Internal Customers - etc.
3. For another department - Find out how they answer their phones and document how they would like them answered. Scripts are extremely helpful until you learn what to say on your own.
You could expand the policy to also include how to collect information in case the person who the call comes in for is not available. I always think big. You may be okay with just one task but you have the opportunity to maybe grow this into something bigger showing initiative. You could expand this to include how to set up your voicemail message and how to do this on a daily basis.
Okay, I am probably giving you more than you need. I get excited about this type of opportunity. I am always trying a way to have that value-add to my position.
Marie Herman
3/13/2010
9:24 AM
If you google business phone etiquette, you will find a ton of resources and materials that will give you assistance.
No Related Links
Copyright © 2009. All rights reserved.