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Telephone Personality
& Phone Ettiquette
Always be your best!
Phone Ettiquette
There are 4 parts to a proper greeting:
Proper greeting of the hour…
Company name
Your name
How may I help you?
Good Morning, Academic Advising, This is
Tracey, How may I help you?
Building Rapport
Take notes regarding calls
Write down the callers name
Let them know if you can’t hear them
Include their name when talking to them
Always repeat the message
Wear your smile!
Wearing a SMILE!
Wearing a smile
makes you feel
happier and will also
brighten up the whole
Smiling will also make
you feel more positive
and have a feeling of
well being.
On Hold Techniques
Ask them if they could please hold and
wait for their answer.
Give them an option….Hold or leave a
If holding, check back with them every 30
– 60 seconds. Don’t leave them
Don’t forget to include their name when
thanking them for holding.
Call Transferring
2 Types of Transferring
1. Guided Transfer – Let the caller know
who they are being transferred to.
2. Description Transfer – Announcing the
call to inform your staff the reason they
are calling and their name.
Speaking clearly
1. Speak slowly and clearly
2. Enunciate your words and stay away from
sounding monotone.
3. Don’t have a lazy tongue.
4. Try some tongue twisters to get you moving
in the morning.
Sally sells seashells by the seashore
Rubber baby buggy bumpers
Peter Piper picked a pack of pickled peppers
Positive Speech
He’s currently out of the office, May I take
a message?
I’ll be happy to…..
I’ll transfer you now….
Thank you for holding Ms. Birr…..
One moment please….
Not a problem at all, thank you…..
Effective Listening
Prepare yourself to listen
Concentrate on what is being said
Visualize the speaker
Hold your tongue, don’t interrupt
Take notes
Use summarizing statements
Use conversation cues if the caller is getting long winded
Listen between the lines
Be open minded
Practice positive listening habits
#1 Rule
The ultimate respect you can
give someone, is to listen to
#2 Rule
S – Smile increases the receptiveness of
those around you.
M – Make the guest feel comfortable
I – Information gathering
L – Learn the other person’s name
E – Eye contact establishes credibility and
Front Desk Ettiquette
Stay organized
Keep message for each other in one
Let your co-workers know what needs to
be done or where you left off
Not a place to be grooming yourself
Come to work prepared.
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