My name is Belinda Zellinger. Zellinger : It's with two L's 7. Receptionist : Okay, and may I tell him what this is in regards to 8? Zellinger : Well, it's a rather personal matter How can he reach you 10 , Ms. Zellinger : At Receptionist : I will give him the message as soon as he returns Ms: Zellinger : Thank you very much.

Receptionist : You are welcome. Notes about the dialog. Here is information about the phrases with numbers above. Thomas : Hello, this is Bill Thomas. May I speak with Ms. Tanaka, please.

Cell Phone Policy

Thomas : Yes please. This is Anthony Thomas. Secretary : And how can he 3 you, Mr. Thomas : At Secretary : Was that 4? Thomas : Yes, that's right.

Secretary : And may I tell him what this in 5 to? The proper etiquette is to ask the customer politely if they would mind if you took a second to answer the phone.

If your staff really is too busy to answer the phone, make sure that your voicemail options enable the user to get to the menu easily and get transferred to a live person as soon as possible. There should always be someone who has a desk job in your company who is able to field calls when no one else can.

Listening Exercise: Telephone Call to a Business

You should have a standardized greeting that you use that is polite and informative. Give a welcoming greeting and let them know immediately who they are speaking with. You should be approaching phone calls in a very similar way. You should also practice how you are going to talk. Having a polite tone of voice is one of the most important things when it comes to communicating successfully on the phone and practicing good phone etiquette.

Practicing this tone of voice will help you when you need it most. There will be times when you are unable to help the customer and you will need to connect them to the right person.

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They also complain that having to tell their story to more than one person is just a waste of time. Sharpen your HR skills with the latest research and best practices in workforce management. Say you need to connect the caller with the shipping department. Would that be all right? Then make sure that someone is there in the shipping department to take the call and field the help request.

When the shipping department answers, be sure to introduce the caller and explain the reason for the telephone call. You should also stay on the line for a moment to be sure that the caller is being helped. There is absolutely nothing that is more maddening than being put on hold as soon as your call has been picked up.

And the worst thing about this is that it is a common occurrence.

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• Phone Etiquette For Business Calls.
• Sneaky employee is making personal calls;

The person who answers the phone puts you on hold even before they get to hear your voice. Sound familiar? It is easily one of the worst things people fret about when calling customer service. Obviously, this is completely terrible etiquette when it comes to fielding phone calls. But if it is necessary, be sure to take some time to do it properly. Answer the phone, thank the person for calling and then ask them politely whether it is alright if you put them on hold for a few seconds.

Asking is not enough. Wait for the person to respond. So then the next question is, how long is too long when putting people on hold?