Proper Telephone Etiquette

Excellent phone etiquette with at least one year experience operating a telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.

* The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

In the dispatch center, there are specific protocols that are followed when answering a ringing phone line, regardless whether it is a 911 line or a non-emergency line. The first thing a new dispatcher is taught

You need to be knowledgeable and efficient and show the company in a good light. A good call could be the difference between keeping that customers business or losing it. You should use each call, whether making or receiving as an opportunity to offer great customer service.

The purpose of confidentiality and security when on the phone to callers is so that no one irrelevant to the business gets that information. For example maybe when on the phone to a candidate and asking for personal details about their current phone number for example, if someone who wasn’t working in the business was in the room you wouldn’t repeat the number back to them as the person who isn’t relevant could then have that information to use.

You are representing the company that you work for and are the first point of contact, so customers will respond to how they are treated from the first person that they speak to, if they are treated in an un friendly manner they will possibly change their view on the company maybe change their mind and take their business else where. If they are treated with respect and answered in a professional and efficient manner they will feel at ease and confident to do business and hopefully continue to do good business with the company and also recommend your customer services to other potential customers.

Any employee who will be using the telephone must be able to conduct themselves in a professional, courteous manner. Be sure to take messages correctly. Please insure that you have only the necessary information and that the message is legible.

The purpose of the information to be communicated was to introduce myself and explain the reason for my call, then I ask the customer for their correct email address in order to get their council tax bill sent to

When you call someone and they are not there, you have to leave a message on their voice mail. Remember to state your name, your company, and what the phone call is regarding. Then leave your phone number even though you think they have it.

Customer Service takes an important stand in any business and it is essentially what my role revolves around. The first thing I do every morning is to turn on my computer and log into ‘Agent’ (the software we use to keep track of the time me and my colleagues spend on call and the type of enquiry it is), this way I can ensure that no Customer Advice calls will be lost as I will be readily available to answer any calls that come through.

If a client calls and leaves a voicemail behind, it is important that the information includes: the name of the person calling, phone-number (if it is not a registered client) and there reason of calling, mostly because of an injury. The injury needs to be explained shortly and accurate so that Jeanny Louvenberg knows how seriously the injury is.

Email - emails are effective because you can keep track of what is happening, since when you send an email they have the date and time that you sent it so you have proof that you sent the email, also it saves time instead and having to meet the person you can quickly send them a message. It provides quick answers since you are giving a short and direct question.

The receptionist position at any company large or small is usually the first person a customer contacts over the phone,

Answered and screened two or more phone calls at a time using the multi-line switchboard, effectively directing the customer to and from the department of their asking

Office workers and businesses are not limited to phone calls, meetings or mail to communicate with each other anymore. Electronic email can be used and not interrupt the recipient. The