A CASE STUDY IN TELEPHONE ETIQUETTE
The following scenario is an example of poor telephone etiquette. Correct it and then
create a scenario of your own that demonstrates poor etiquette. Give it to a friend to
correct. E-mail me both scenarios.
S = Secretary
C = Caller
Ring! Ring! Ring! Ring! Ring! Ring! Ring! Ring! Ring! Ring! Ring!
C: Is this Leask Community School?
C: What time is it there?
C: May I speak with the principal please?
S: May I ask who’s calling?
C: This is Mr. Ditto from Perfect Copy Systems
S: I’m sorry. I don’t know where the principal is.
C: The reason I’m calling is to discuss the problems that personnel in your school are
having with the photocopier. Could you elaborate so that I would have an idea how
to solve the problems?
S: Sorry, it’s not my job to know what problems others are having. You’ll have to ask
the principal but she’s still not here.
C: When will she be back?
S: I don’t know.
C: Could I leave a message?
S: Okay, I’ll put you on hold so that I can get a pen.
C: (waits 5 minutes)
S: Okay, what’s your name again? And your telephone number?
C: It’s Mr. Ditto from Perfect Copy Systems. My number is 212-424-3000.
S: Okay, I’ll leave this message on her desk.
C: Good-bye. (Click)
S: Oh! He hung up!