TELEPHONE ETIQUETTE Answering the Phone If not done

TELEPHONE ETIQUETTE • Answering the Phone (If not done properly, can leave extremely bad impression) • Before answering the phone – Discontinue other conversations. – Stop eating, drinking, chewing gum, etc. – Try to answer before the _____ring. • Answer phone in _________and ________ manner. Identify yourself and sometimes your place of business.

• Research shows that a person’s opinion regarding a person’s education, background, ability and personality with whom they are speaking on the phone can be made in _____seconds. (Also forms opinion about the entire business or organization) • Use: good _______habits • Not: “Hang on, ” “Yeah, ” “Okey-Doke, ” “Uh, dunno where he is. ”

If call is not for you and intended party has to be located • Use the ________button rather than covering with hand. • Before putting person on hold, ask permission “Would you mind if I put you on hold for a minute? ” Or, “One moment please. ” • Not “Wait a minute. ” Or “Hang on. ” • When you return, say “Thanks for waiting. ” • Not “I’m back. ”

Person is unavailable • Do not share anything else about that person’s activities or location unless you have permission to do so. • Use… “He/she is not available. May I take a message or transfer you to his/her voice mail? ” • Not… “I don’t know where she is. ” “He’s in the men’s room. ” “He hasn’t come in yet. ” “She is busy. ” Note: Always jot down notes during all calls.

Telephone Etiquette (cont. ) • Making calls • Prepare notes before making call. – Identify ______ and _______. – If they don’t identify themselves, ask “To whom am I speaking? ” – Ask, “Do you have a minute? ” or “Is this a good time to reach you? ” – Using Call Waiting. Ask _______ before putting the person on hold.

Voice Mail Etiquette (cont. ) • Your Greeting (If not done properly, can leave extremely bad impression) – Record your own greeting. Not someone else or the phones’ default. ______ nonsensical greetings. – ____your greeting and listen to it before saving it. – Include your name and company. – Be sure there is no background music, talking or other noise that might be picked up by the recording.

Voice Mail (cont) • If unavailable for several days, state when you will return and leave an emergency number if possible. • Check voice mail daily. Try to return messages within ______hours (even if you don’t have the information requested).

Voice Mail Etiquette (cont. ) • Leaving a Voice Mail Message (Extremely important) – Speak ______ and _______. – Keep messages _______ and to the point. Use __________. (leave a good impression!) – Leave the date and time you called. – Leave your name and number at the _______ AND at the ______of the message. – Avoid having extraneous noise or talking in the background.

Cell Phone Popularity • 250 million plus subscribers in the U. S. (82% of population) • 500 million subscribers with China Mobile. • Market continues to grow rapidly.

CELL PHONE ETIQUETTE • Survey by Sprint found that _______percent queried said people were less courteous on their cells phones today than 5 years ago. • Yet, _______percent of respondents also felt they “very courteous” or “somewhat courteous. ” • Use same etiquette suggestions mentioned for telephone – PLUS – Appropriate location (NOT: libraries, theatres, churches, public transport, meetings, classrooms, etc. ). – Stay 10 to 20 feet away from others if at all possible.

Cell Phone Etiquette (cont. ) - Speak____, watch tone (______) and content (________). - Reduce volume of ring tone. Avoid ______tones and use vibrate whenever possible. - Do not dial while driving… - _____percent of motorist text message while driving. - Research shows drivers using cell phones are _____times more likely to get into crashes. No difference between hand-held and hand free phones. Reflexes up to 18 percent slower.

Car and Driver Magazine