Telephone Tips

Here are some ideas about appropriate telephone technique:-

• the first 15 seconds of a call are crucial
  
  
  
• use your natural voice and pitch – avoid a “sing-song” voice
  
  
  
• Sit up straight- create a more alert tone in your voice
  
  
  
• smile before answering- this puts a smile in your voice.
  
  
  
• the phone should not ring more than 3 times
  
  
  
• speak clearly and don’t talk with food in your mouth!
  
  
  
• greet callers following the organisation’s procedures. Here is a common greeting:
  

“Good morning, Swallows Incorporated, Angela speaking.”

• Address the caller by name
  
  
  
• do not hold 2 conversations at the same time
  
  
  
• do not make the caller wait unnecessarily
  
  
  
• be sure to check the caller’s name and other details for the return call
  
  
  
• do not take complaints as personal criticism
  
  
  
• finish calls on a positive note
  
  
  
• speak more slowly than you normally would
  
  
  
• when making a call, give time for the person the write down the details.
  
  
  
• Always have a pen and paper handy to jot down numbers or messages.
   

DO NOT DISCLOSE PERSONAL OR CONFIDENTIAL INFORMATION ABOUT THE BUSINESS, THE STAFF OR CLIENTS.

Dealing with difficult clients:

Make sure you know the organisation’s procedures for handling difficult clients. Swaggies procedures are as follows-

• Remain calm and don’t argue with them
• Use active listening skills
• Offer understanding & sympathy
• Do not take hostile comments personally
• Involve the caller with suggested solutions
• Promise to take action if appropriate
• Remain courteous and provide assurance
  

Putting a caller on HOLD

Most office phones have a ‘hold’ facility - this means that while you are transferring a call you place the caller on hold so they cannot not hear background office noise & conversations.