By Michelle Cramer Monday, August 18th, 2008 @ 7:21 AM CDT
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9 Responses to “Telephone Etiquette Tips - Handling Client Calls”
Patty says:
THANK YOU for your input. I am a Receptionist and this is good info. We should also mention when calling out ALWAYS announce who you are in the very beginning of the call for those that may be screening calls!! Saves a lot of time when transferring calls!!
Posted July 27th, 2007 @ 9:18 am ----------------------------------------------------
Good information, however, I find that the caller needs phone etiquette more than our receptionist! Some callers (even callers from our own six divisons) resent being asked for their name, company, and what their call is about. Callers think we are being snoopy obviously missing the whole concept of receptionists screening calls. Since we have over 650 employees, simply identifying oneself as “Dolores” doesn’t help the caller being connected to the correct person.
Telephone etiquette works both way, incoming callers and receptionists answering the calls. By the way, our receptionist is exceptional!!
Posted September 10th, 2007 @ 6:02 pm ----------------------------------------------------
Julie says:
I found when asking the caller for their name, to ask “Who shall I say is calling?”. There is only one response the party’s name.
Posted November 6th, 2007 @ 5:26 pm ----------------------------------------------------
I am a part time student and my assignement is important of good telephone handling technique..
this page provide some good information, however i do want to share these tips which i found.
Posted March 24th, 2008 @ 10:26 am ----------------------------------------------------
Anonymous says:
We have an elderly female receptionist. She is so set in her ways, you cannot get her to change how she answers the phone, regardless of how tactful your attempts. She tells callers the person they want to speak to is “in the little boy’s room.” She insists upon knowing the basis for the call, even when it’s a wife calling for her husband. She insists upon knowing where everyone is when they are out of the office and what time they will return. She then gives this information to the callers, despite being requested not to do so. She is frequently gone for doctor appointments for a variety of ailments that she is convinced she has. Of course, her absence requires someone being pulled from their desk to cover the phones. She is rigid when it comes to taking her lunch and potty breaks, must be at the exact same time of every day she is here. Any suggestions how to handle her without worry of being subjected to an age discrimination suit?
Posted August 18th, 2008 @ 10:18 am ----------------------------------------------------
Chris Brunner says:
To the previous poster: I would fire her based on the grounds that she is not doing her job the way she has been asked. Unless you specifically tell her that she is incompetent due to her age, I don’t think you will have to worry much about age discrimination suit. Seek legal advice if you are concerned about any suit that she may file.
Posted August 18th, 2008 @ 10:38 am ----------------------------------------------------
Michelle Cramer (original poster) says:
I was a legal assistant for over 4 years and, to reiterate what Chris said, you can definitely let her go based upon her performance. As long as you have asked her to change the way she does things and she has failed to comply. Her age has nothing to do with it, she’s not meeting your expectations. If you’re truly concerned about a lawsuit, document every date/time that you or someone else has asked her to change her ways and the details of the encounter. Then, if she does file a suit out of spite, you have documentation to protect yourself.
Posted August 18th, 2008 @ 11:21 am ----------------------------------------------------
Michelle says:
If 93% of communication is tone and body language, as you state, then tone must be especially important on the phone when the caller cannot see your body language. Sometimes staying calm can be difficult when the caller is upset or angry, but losing control only makes the situation worse. Always try to maintain a friendly or neutral tone, and callers will likely follow suit.
Posted August 28th, 2008 @ 10:48 am ----------------------------------------------------
Good communication is the key to any business. I agree you should always put a smile on your face while talking. Additionally, being assertive by asking the right question will save time while helping the customer. Thanks for sharing.
Posted September 2nd, 2008 @ 1:53 pm ----------------------------------------------------
THANK YOU for your input. I am a Receptionist and this is good info. We should also mention when calling out ALWAYS announce who you are in the very beginning of the call for those that may be screening calls!! Saves a lot of time when transferring calls!!
Posted July 27th, 2007 @ 9:18 am----------------------------------------------------
Good information, however, I find that the caller needs phone etiquette more than our receptionist! Some callers (even callers from our own six divisons) resent being asked for their name, company, and what their call is about. Callers think we are being snoopy obviously missing the whole concept of receptionists screening calls. Since we have over 650 employees, simply identifying oneself as “Dolores” doesn’t help the caller being connected to the correct person.
Posted September 10th, 2007 @ 6:02 pmTelephone etiquette works both way, incoming callers and receptionists answering the calls. By the way, our receptionist is exceptional!!
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I found when asking the caller for their name, to ask “Who shall I say is calling?”. There is only one response the party’s name.
Posted November 6th, 2007 @ 5:26 pm----------------------------------------------------
I am a part time student and my assignement is important of good telephone handling technique..
Posted March 24th, 2008 @ 10:26 amthis page provide some good information, however i do want to share these tips which i found.
----------------------------------------------------
We have an elderly female receptionist. She is so set in her ways, you cannot get her to change how she answers the phone, regardless of how tactful your attempts. She tells callers the person they want to speak to is “in the little boy’s room.” She insists upon knowing the basis for the call, even when it’s a wife calling for her husband. She insists upon knowing where everyone is when they are out of the office and what time they will return. She then gives this information to the callers, despite being requested not to do so. She is frequently gone for doctor appointments for a variety of ailments that she is convinced she has. Of course, her absence requires someone being pulled from their desk to cover the phones. She is rigid when it comes to taking her lunch and potty breaks, must be at the exact same time of every day she is here. Any suggestions how to handle her without worry of being subjected to an age discrimination suit?
Posted August 18th, 2008 @ 10:18 am----------------------------------------------------
To the previous poster: I would fire her based on the grounds that she is not doing her job the way she has been asked. Unless you specifically tell her that she is incompetent due to her age, I don’t think you will have to worry much about age discrimination suit. Seek legal advice if you are concerned about any suit that she may file.
Posted August 18th, 2008 @ 10:38 am----------------------------------------------------
I was a legal assistant for over 4 years and, to reiterate what Chris said, you can definitely let her go based upon her performance. As long as you have asked her to change the way she does things and she has failed to comply. Her age has nothing to do with it, she’s not meeting your expectations. If you’re truly concerned about a lawsuit, document every date/time that you or someone else has asked her to change her ways and the details of the encounter. Then, if she does file a suit out of spite, you have documentation to protect yourself.
Posted August 18th, 2008 @ 11:21 am----------------------------------------------------
If 93% of communication is tone and body language, as you state, then tone must be especially important on the phone when the caller cannot see your body language. Sometimes staying calm can be difficult when the caller is upset or angry, but losing control only makes the situation worse. Always try to maintain a friendly or neutral tone, and callers will likely follow suit.
Posted August 28th, 2008 @ 10:48 am----------------------------------------------------
Good communication is the key to any business. I agree you should always put a smile on your face while talking. Additionally, being assertive by asking the right question will save time while helping the customer. Thanks for sharing.
Posted September 2nd, 2008 @ 1:53 pm----------------------------------------------------