2. Phone Etiquette Training

5. Phone Etiquette Training
Greeting A Caller

6. Phone Etiquette Training
Greeting A Caller
Answer before the third ring.Cease all other
conversations before you pick up the phone.Use a
cheerful tone of voice.

7. Phone Etiquette Training
Greeting A Caller

8. Phone Etiquette Training
Greeting A Caller

9. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:

10. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:
“Good morning/afternoon. JAS Forwarding, how may I help you?”

11. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:
“Good morning/afternoon. JAS Forwarding, how may I help you?”
The standard greeting for answering an internally transferred call
is:

12. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:
“Good morning/afternoon. JAS Forwarding, how may I help you?”
The standard greeting for answering an internally transferred call
is:
“Good morning/afternoon. This is [your name].”

13. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:
“Good morning/afternoon. JAS Forwarding, how may I help you?”
The standard greeting for answering an internally transferred call
is:
“Good morning/afternoon. This is [your name].”

14. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:
“Good morning/afternoon. JAS Forwarding, how may I help you?”
The standard greeting for answering an internally transferred call
is:
“Good morning/afternoon. This is [your name].”
JAS USA will answer calls using “JAS Forwarding”

15. Phone Etiquette Training
Greeting A Caller
The standard JAS Forwarding greeting for answering all incoming
calls is:
“Good morning/afternoon. JAS Forwarding, how may I help you?”
The standard greeting for answering an internally transferred call
is:
“Good morning/afternoon. This is [your name].”
JAS USA will answer calls using “JAS Forwarding”
• JAS Worldwide will want to answer as “JAS Worldwide”.

16. Phone Etiquette Training
Greeting A Caller
“Good morning/afternoon. JAS Forwarding, how may I help you?”
The standard greeting for answering an internally transferred call
is:
“Good morning/afternoon. This is [your name].”
JAS USA will answer calls using “JAS Forwarding”
• JAS Worldwide will want to answer as “JAS Worldwide”.

17. Phone Etiquette Training
Greeting A Caller
The standard greeting for answering an internally transferred call
is:
“Good morning/afternoon. This is [your name].”
JAS USA will answer calls using “JAS Forwarding”
• JAS Worldwide will want to answer as “JAS Worldwide”.

18. Phone Etiquette Training
Greeting A Caller
“Good morning/afternoon. This is [your name].”
JAS USA will answer calls using “JAS Forwarding”
• JAS Worldwide will want to answer as “JAS Worldwide”.

19. Phone Etiquette Training
Greeting A Caller
JAS USA will answer calls using “JAS Forwarding”
• JAS Worldwide will want to answer as “JAS Worldwide”.

20. Phone Etiquette Training
Greeting A Caller
JAS USA will answer calls using “JAS Forwarding”
• JAS Worldwide will want to answer as “JAS Worldwide”.

21. Phone Etiquette Training
Greeting A Caller
• JAS Worldwide will want to answer as “JAS Worldwide”.

22. Phone Etiquette Training
Greeting A Caller

23. Phone Etiquette Training
Placing a Call on Hold

24. Phone Etiquette Training
Placing a Call on Hold
Always ask for the caller’s permission.

25. Phone Etiquette Training
Placing a Call on Hold
Always ask for the caller’s permission.
Do not leave the caller on hold for more than one minute.

26. Phone Etiquette Training
Placing a Call on Hold
Always ask for the caller’s permission.
Do not leave the caller on hold for more than one minute.
Please resume the call to convey the reason for a
longer hold.

27. Phone Etiquette Training
Placing a Call on Hold
Do not leave the caller on hold for more than one minute.
Please resume the call to convey the reason for a
longer hold.

28. Phone Etiquette Training
Placing a Call on Hold
Please resume the call to convey the reason for a
longer hold.

29. Phone Etiquette Training
Placing a Call on Hold

30. Phone Etiquette Training
Transferring a Call

31. Phone Etiquette Training
Transferring a Call
Transfer the caller to the appropriate person or
department.

32. Phone Etiquette Training
Transferring a Call
Transfer the caller to the appropriate person or
department.
Make sure that your colleague is available to answer the
call first.

33. Phone Etiquette Training
Transferring a Call
If he/she is unavailable, please offer the caller the following
options:

34. Phone Etiquette Training
Transferring a Call
If he/she is unavailable, please offer the caller the following
options:
If he/she is unavailable, please offer the caller the following
options:
take a message for them;
transfer them to voicemail and allow them to leave a
message;
offer to let them speak to another individual for
assistance.

35. Phone Etiquette Training
Transferring a Call

36. Phone Etiquette Training
Transferring a Call
Explain to the caller who you are transferring their call to
and why.

37. Phone Etiquette Training
Transferring a Call
Explain to the caller who you are transferring their call to
and why.
DO NOT just transfer the caller to voicemail without
permission.

38. Phone Etiquette Training
Transferring a Call

39. Phone Etiquette Training
Transferring a Call
For branches with a receptionist:

40. Phone Etiquette Training
Transferring a Call
For branches with a receptionist:
If the individual to whom you transferred the call
does not answer after 5 rings, the call should go
back to the receptionist who will then offer the
previously stated options.

41. Phone Etiquette Training
Handling Multiple Calls

42. Phone Etiquette Training
Handling Multiple Calls
For branches with a receptionist:

43. Phone Etiquette Training
Handling Multiple Calls
For branches with a receptionist:
Ask the caller to place them on hold while you answer the
other call.

44. Phone Etiquette Training
Handling Multiple Calls
For branches with a receptionist:
Ask the caller to place them on hold while you answer the
other call.
If the new caller requires extra time, ask to place them on
hold while you finish helping the previous caller.

45. Phone Etiquette Training
Handling Multiple Calls
Ask the caller to place them on hold while you answer the
other call.
If the new caller requires extra time, ask to place them on
hold while you finish helping the previous caller.

46. Phone Etiquette Training
Handling Multiple Calls
If the new caller requires extra time, ask to place them on
hold while you finish helping the previous caller.

47. Phone Etiquette Training
Handling Multiple Calls

48. Phone Etiquette Training
Be Calm, Be Helpful

49. Phone Etiquette Training
Be Calm, Be Helpful
Our clients and business associates are of vital
importance to us.

50. Phone Etiquette Training
Be Calm, Be Helpful
Our clients and business associates are of vital
importance to us.
Use positive phrases such as,

51. Phone Etiquette Training
Be Calm, Be Helpful
Our clients and business associates are of vital
importance to us.
Use positive phrases such as,
“I understand” and “Let me find out how we can help you”.

52. Phone Etiquette Training
Be Calm, Be Helpful
Our clients and business associates are of vital
importance to us.
Use positive phrases such as,
“I understand” and “Let me find out how we can help you”.
NEVER tell a caller,

53. Phone Etiquette Training
Be Calm, Be Helpful
Our clients and business associates are of vital
importance to us.
Use positive phrases such as,
“I understand” and “Let me find out how we can help you”.
NEVER tell a caller,
“You’re wrong” or “That’s not my job”.

54. Phone Etiquette Training
Be Calm, Be Helpful

55. Phone Etiquette Training
Be Calm, Be Helpful
If you do not know the answer, please find someone
who does.

56. Phone Etiquette Training
Be Calm, Be Helpful
If you do not know the answer, please find someone
who does.
Do not simply transfer the call to someone else blindly.

57. Phone Etiquette Training
Be Calm, Be Helpful
Do not simply transfer the call to someone else blindly.

58. Phone Etiquette Training
Be Calm, Be Helpful

59. Phone Etiquette Training
Voicemail Messages

60. Phone Etiquette Training
Voicemail Messages
Voicemail messages should be returned within two
hours of receiving the message.

61. Phone Etiquette Training
Voicemail Messages
Voicemail messages should be returned within two
hours of receiving the message.
Set up your voicemail to be accessible through
email.

62. Phone Etiquette Training
Voicemail Messages

63. Phone Etiquette Training
Voicemail Messages
Make sure your voicemail is set up.

64. Phone Etiquette Training
Voicemail Messages
Make sure your voicemail is set up.
Your voicemail greeting should include your name and
department.

65. Phone Etiquette Training
Voicemail Messages

66. Phone Etiquette Training
Voicemail Messages
If you are going to be a away from the office for an
extended period of time:

67. Phone Etiquette Training
Voicemail Messages
If you are going to be a away from the office for an
extended period of time:
Include alternate contact information, either for
you or for another employee who can assist the
caller until you return to the office.

68. Phone Etiquette Training
Voicemail Messages

69. Phone Etiquette Training
Voicemail Messages
Make sure to clean out your voicemail box regularly.

70. Phone Etiquette Training
Voicemail Messages
Make sure to clean out your voicemail box regularly.
When leaving a voicemail message remember to
include your name, our company name, and your
contact information.

72. Thank you for your attention!