Telephone Etiquette by Beth Terney,
Project Assistant Employees
should answer phones promptly and politely. They should slowly and clearly
identify themselves and the office. They should be positive, helpful, and give
the caller their full attention. If background noise cannot be stopped, they
should take the call in a quiet location. Although
difficult, one should stay calm and respectful when dealing with irritated
callers. The best course is to acknowledge the caller’s frustration, and try
to solve the problem. The employee should never attack in return. Inaccurate
messages, or calls not returned, reflect badly on a department. A pad of paper
and pencil should be near the phone. Employees should know where to leave
messages. Messages should contain the caller’s name, company, phone number,
and other important information. Reading back the information ensures accuracy.
Initialing the message tells the recipient who took it.
When
leaving messages, one should speak clearly, slowly, and leave a brief but
complete message. It is best to decide what to say before calling, including
one’s name, company, phone number, and the date, time, and purpose of the
call. Leaving the best time to call back makes returning calls less
inconvenient. Slowly repeating one’s name and number at the end ensures
accuracy. Recorded
answering machine messages should be brief and clear beginning with the name of
the person or organization who owns the machine. Instructions for leaving
messages should be clear. If applicable, the message should tell where to call
in case of an emergency. People
can be challenging. Common courtesy can give them a positive impression of a
highway department. Sources: “The
Ps and Qs of Etiquette.” Saskatoon,
16 July 2001. Levy,
Karen. “Telephone Manners.” Proper Business Telephone Etiquette,
July 2001.
Answering the Phone
Taking and Leaving Messages
Answering Machines
Conclusions