Employee Handbook

• Just as with any other interaction, using proper verbiage over the telephone is even more critical.

• Proper use of the telephone lets a caller know what they can expect from us in the future.

• Be alert, cheerful, expressive and natural, avoid using a monotone voice.

• Your attitude is critical; treat each caller as an individual and with respect.

Never tell a caller to: “ HOLD PLEASE. ”

But instead ask, “ May I place you on hold? ” Then wait for the caller ’ s response.

If the caller chooses to hold, never leave them hanging for more than 30 seconds. If the caller chooses not to hold, take a message and call them back.

If you can directly be of assistance to the call, then by all means do so. Only transfer a call if the caller requests that person specifically or if you cannot directly assist the caller. Then inform the caller of the number you are transferring them to and inform the caller that there is voicemail available if the person is away from his/her desk or on another line. Be discreet. Never create the wrong impression, such as by saying, “ He ’ s still on coffee break. ” Instead say, “ He ’ s stepped away from his desk for a moment. ” Do not screen calls. It is not your business to know who is calling.

Be prepared to take a message, which should include the following:

The caller ’ s name

• • • • •

The caller ’ s phone number

The date and time of the message

A message, only if the caller prefers to leave one

Your name

Telephone Quick Reference:

Make sure to use the caller ’ s name.

• •

Make it your job to answer a ringing phone.

• Remember at Frenchman ’ s Creek, there is no such phrase as “ It ’ s not my job ” . • Answering the phone is everyone ’ s job. This will ensure the success of Frenchman ’ s Creek. • Use a good ending and hang up the phone after the caller, so you do not accidentally hang up on them. • Everyone should answer the phone: • Good Morning/Afternoon/Evening Frenchman ’ s Creek! • Your department, • This is, your name. • How may I assist you? • When ending the call, thank the caller

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