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General Phone Usage Good Phone Usage – Page 21
Good Phone Usage
General Phone Usage
The phone provides a quick method of communication. However, think carefully
about how you use the phone. Your manner is a key part of the company's and your
image. Since the phone does not convey smiles, shrugs, nods, etc, how you speak
is all important.
• Speak clearly and maintain a friendly manner.
• Be precise and avoid rambling.
• Position the phone within easy reach for use.
• Keep a pen and paper near the phone and use them.
• Keep a list of company and external numbers handy.
• If you have to talk to someone else in the office during a call, inform the caller
and then use hold (see page 14).
• Avoid giving your operator unnecessary work:
• Transfer callers yourself rather than via the operator.
• Keep your System Manager informed of changes within your department, so that
they can keep your pickup groups, phone directories, etc. up to date.
Answering Calls
• Answer the phone promptly and identify yourself.
• Sound helpful and friendly.
• Get the callers name and use it.
• Do not be bad mannered to wrong numbers, always accept the apology.
Transfer the call to the correct extension if you can (see page 13).
• Listen to the caller and let them know you are listening.
• If taking a message, include your name, the callers name, date, time and
subject.
• If cut-off, wait for the original caller to call back.
Making Calls
• Know what you want to say, avoid rambling. If necessary prepare key point
notes before the call.
• If you get a wrong number, always apologise, it is not the other person's fault.
• If cut-off, call back as soon as possible.
• If the extension diverts to Voice Mail, leave a message. Do not hold for the
operator unless urgent.
INDeX 11.0 Standard Telephone User's Guide Good Phone Usage – Page 21
38DHB0002UKHD Issue 1 (10/05/2004) General Phone Usage