1. Telephone etiquette
CS Team education section

2. Presenting a professional image, both in person and on
the telephone, is very important in the Office Skills
profession.
Taking care of your customers and colleagues over the
telephone and making them feel well informed and
appreciated is essential

3. Whether you are the front desk employee or not, the following phone
tips should always be followed

4. Answering the phone professionally will start whatever conversation
you are about to have, get off on the right foot
Answering the phone with "Yeah, what?" will give people an
impression of you that you don't want them to have.
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Keep it professional.

5. Always identify yourself
Outside calls: In business situations, it is appropriate to answer the phone
with your name and company: "Good morning, thank you for calling Marina
Health Promotion Center. This is Emily. How may I help you?"
Internal call: you can answer with your department and name: "Hello, this is
Flow Male zone , Jordan speaking. How can I help you today?"

6. Stop whatever you might be
doing and take a brief
moment to prepare.
Wear the face you want to
project before picking up the
phone. It makes a difference:
whether you're smiling,
frowning, or bored to tears,
your caller will hear that in
your tone.
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Focus on the
conversation.

7. 3.
Answer with an appropriate level of decorum
Try not to speak too informally until you know who the caller is.
• If the speaker does not introduce themselves, say, "May I ask who's calling?"
This is an accepted practice that not only lets the caller know they are being treated
personally, it also lets you make a note should you need to contact that person again,
or transfer them to another line.
Don't ask the speaker rudely. Or He/ She might get displeased with you.
• Do not delve into gossiping or personal conversations

8. Find out the reason the person is calling
and respond appropriately.
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Listen Carefully
• If the person they are trying to reach, is not available to speak, tell
the caller: "I'm sorry, Mrs. Simpson, Mr. Burns is not available right now.
May I take a message?"
• Be sure to record the person's name, phone number, and purpose
of call

9. Transferring Calls:
Transfer ONLY when necessary; get the information yourself.
If you must transfer, avoid the use of the word “transfer.” Say instead: “I am going to
connect you with”.
Explain why you are “transferring” the call.
Give the caller the person’s name and direct number.
Stay on the line and introduce the caller.

10. Never , Never , Never
- Eat, drink or chew gum while on the phone.
- Leave an open line:
a. Place the caller on hold
b. check back with the caller frequently: every 30 – 45
seconds

11. ALWAYS
Put a smile in your telephone voice and let your personality
shine!