Student Worksheets Do's and Don'ts - PDF by htv91369

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									Telephone Do’s
  and Don'ts:
Phone Etiquette
  Phone Etiquette Training

• The purpose of this training is to help you
  improve your phone etiquette skills.
• Today you’ll learn:
   – How to properly answer the phone
   – Transfer calls
   – Take messages
   – Provide accurate information to your
Supplemental Materials

• Please print off one of the
  following handouts to record
  your answers as you work
  through the training.
Phone Etiquette Worksheet (Word)
Phone Etiquette Worksheet (PDF)
   Answering the Phone
• You are often the first point of contact for
callers. The way you treat this caller will be
their first impression of your office. This is
why it is so important that you are a
professional, speaking politely and clearly.

How do you answer the phone while at work?
       Self Evaluation
• Using your phone etiquette worksheet, write
  down how you would answer the phone in
  your employing department.
Ingredients of a Good Greeting

• Initial Greeting ~ Hello, Good Morning,
  Good Afternoon

• Office Introduction ~ Registrar’s Office,
  Career Services

• Your Name ~ Chanel, Larry, Jane

• Opening Question ~ How may I help you?
  How may I direct your call?
        Recipe for a Good
•   Initial Greeting + Office Intro + Your Name
    + Opening Question = Professional Greeting

Good Morning + Career Services + This is Sue +
 How may I help you?

    The caller will be greeted warmly, they know
    where they’re calling, with whom they were
    speaking with and is given the chance to make
    a request.
     Transferring Calls
• Although the phone in your office may look
  like a foreign object, it’s probably fairly
  simple to use

• The information is specific to the CISCO
  IP Phone

• The following will show you how to
  transfer a call successfully using this multi-
  line phone system
    Transferring Calls
    Depends on Policy
Policy 1: Send calls straight through
• Ask the caller for his/her name
1. Press the Transfer soft key
2. Dial the number to which you are
   transferring the call
3. When you hear ringing, press Transfer
4. Hang up to end your participation in the
        Transferring Calls
Policy 2: Ask recipient before transferring
• Ask the caller for his/her name
1. Press the Transfer soft key
2. Dial the number to the intended recipient. If they pick
   up the phone, say “I have ________ on the phone for
   you. Would you like for me to transfer the call?”
3. If they say YES press the Transfer button. Hang up to
   end your participation in the call
4. If they say NO, return to the caller by pressing the
   active line, let them know that the recipient isn’t
   available and ask to send them to voicemail
          –   Voicemail instructions on following slide
     Transferring Calls
Policy 3: Send it straight to Voicemail
• If your office policy is to transfer calls to a
  person’s voice mail, you’ll follow similar
  etiquette as to transferring the call to a
       Transferring Calls
• Transferring the call to voice mail
   – If you already know they’re not available ask the caller if
     they’d like to be transferred to his/her voicemail
• If the caller says YES, press the transfer button again
  followed by the person’s extension or pre-
  programmed number. The recipient’s voice mail will
  pick up and the caller may leave a message.
• If the caller says NO, ask them may you take a
  message or is there someone else in the office that can
  assist them.
Have More Questions?

           Additional information
           regarding the Cisco IP
          Phone functions can be
          accessed by clicking the
               following link

             CISCO IP Phone

           If your office has another phone
           model, inquire about the proper
          procedures for the previous phone
       Self Evaluation
• On your worksheet, write down instructions
  on how you would transfer a call in your
  office to voice mail.
           Ivan‘s Story
• Ivan works the front desk at one of our
  residence halls. He receives a call from one
  of the residents asking to speak with the
  Residence Hall Director on-call. Ivan
  immediately presses the transfer button,
  dials the Hall Director’s phone number and
  hangs up the phone.

• On your worksheet, write down at least 3
  things that are wrong with this scenario.
 What was wrong with
      that call?
• Ivan didn’t first check to see if the Hall
  Director was in the office.
• He didn’t let the caller know they were
  being transferred.
• He didn’t offer any options for the caller.
   – This may have been an emergency and
     the caller was left in “no man’s land”.
   What makes a good
• On your worksheet, brainstorm ideas on
  what you think are the contents of an
  effective message.
   Mandatory Message
• Caller’s name
  If a business, caller’s place of employment
• Date and time of call
• Priority level – Urgent, Regular, Low
• Contact person’s phone number with area
• Message
• Name/Initials of the person who took the
To: Linda               Date: 8-1-04
Caller: Ted Smith       Time: 9:45 a.m.
Of: Bank of America, downtown branch
Phone: 843-971-5555
Telephoned: x           Came to see you:
Urgent:                 Please call: x

Message: Wants to set up an interview schedule
for next week. Resumes of students look great!

ALH Operator
   Now that I have the
• Once you’ve taken the message, be sure to
  follow office protocol as to how it is to be
 Let’s Test
Your Phone
           Question #1
• What happens if you transfer a call, it
  doesn’t connect to the recipient and appears
  to have just “disappeared”?
            Answer #1
• Sometimes things like this happen. If you
  know the name and number of the person
  who just called, make sure to forward that
  information to the intended recipient
  immediately explaining what happened.
• If you don’t have their information, the
  person may call back at which time you can
  explain what happened.
           Question #2
• You have a caller on the line who is
  insisting they speak with a specific person in
  your office. Unfortunately this person isn’t
  available and the caller does not want to be
  transferred to their voice mail.
  How do you handle a situation like this?
               Answer #2
• First, ask the caller if there is anyone else in the
  office they wish to speak with. If they say no,
  make the suggestion that they speak with another
  member of the department who IS available and
  can certainly assist them.
• If the caller is still adamant and you’re uncertain
  how to proceed, consider directing the call to your
  immediate supervisor or Director of the
• Be sure to let the caller know what you’re going to
  do as well as properly introduce the call to the
  intended recipient.
           Question #3
• You work in a very busy office that has a
  large staff. Everyone requests to have their
  messages taken in a different manner.
  Some prefer you transferring everyone right
  to voicemail, others want you to take a
  message while still others prefer you send
  them this information via email.
  You’re finding this difficult and confusing
  to keep up with. What do you do?
            Answer #3
• The best place to start is your immediate
  supervisor. Explain that it is important for
  you to do your job correctly and that you
  are finding it difficult because everyone’s
  requirements are different.
• Approach your supervisor with ideas that
  would make the process more efficient.
          Question #4
• You seem to have difficulty writing phone
  numbers, Banner ID’s and addresses down
  correctly when taking messages.
  How should you fix this problem?
            Answer #4
• Always repeat the information the caller’s
  given you. For example, read back their
  phone number, Banner ID, etc.
• You can’t go wrong with a double-check!
• You have completed your phone etiquette
• We hope that this training has been helpful.
  Student Employment
• This training has been brought to you by
  the Student Employment Office.
• Phone:(252) 737-4473
• Email:
• Website:

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