It's important for service providers to practice the basics of being a professional in the course of representing their organization to customers.  Telephone Etiquette is a common set of professional habits I observe slipping in organizations with which I work.  Here are several suggestions.

Opening & identification

1. Answer before the third ring.

2. Before answering, discontinue any other conversation or activity such as eating, chewing gum, typing, which can be heard by the calling party.

3. Identify your organization, department and name upon answering.

Hold

1. Ask caller if you may put them on hold.

2. If possible, check back with caller every 30-45 seconds.

· “Would you like to continue holding?”

· “May I call you back when I have this information?”

3. Do not leave caller on hold for more than one minute unless he/she requests it.

4. Use the hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.

Transfer

1. Identify for caller to whom you are transferring and at what extension (keep your caller informed).

2. Announce to the “transferee” your name, the caller and the nature of the call.

3. If possible, stay on the line with the caller until you’re sure they are talking with the right person.

Taking Phone Messages 

     When taking a phone message always include the following information:

· Caller's name and organization name if applicable

· Time and date of call

· What the call is regarding

· If the caller wants a return phone call, and if so, obtain a phone number that is best to return the call

Voice Mail

1. Remember: callers generally prefer to speak to you personally.

2. Use phone mail as a back-up answering method only.

3. Record your personal message. Avoid using generic messages. Watch your tone and pace.

Don’t

1. Don’t use the speaker phone feature!

2. Don’t allow background noise, if possible.

3. Don’t use slang. Professional phrases include: “ One moment please,” “Yes,” “All right,” “She’s not available now,” “Good-bye.” Phrases not to use: “Hang on,” “Okey-Doke”, “Uh, dunno where he is,” “Yeah,” “Bye.”

Moments of Truth

People form a perception about your organization with every call. Courtesy and professionalism reap positive benefits for everyone. If, for example, a caller has reached the wrong department, be courteous. Sometimes they have been transferred all over the organization. If possible, attempt to find out where they should call or to whom they should speak. They will appreciate it.