`Do’s’ And `Don’ts’ While Answering A Call

‘Do’s

• Answer promptly (within three rings), with a smile.
• Identify yourself. USE YOUR FIRST NAME.
• Wish the time of the day.
• Be natural & enthusiastic.
• Understand / listen and show signs of listening.
• Posture – sit up straight.
• Exude confidence.
• Speak distinctly and expressively.
• Enunciate your words – don’t slur them.
• Watch the rate of your speech.
• Be positive and helpful.
• Give the caller full attention.
• Be prepared and keep information ready.
• Ask questions to clarify doubts.
• Promise specific action.
• Take ownership of the problem.
• Ask permission before putting on hold (“May I put you on hold, please?”).
• Use the customer’s name.
• Keep your customers informed before doing anything – E.g. Transferring their call – and the reason for doing so (“I’m transferring your call Sir”)………
• If you’re receiving a transferred call, use all the information provided.  Take down the details from the person transferring the call before speaking to the customer.  Don’t ask the customer the same questions, again!

Don’ts

• Do not ever say hello!
• Do not use any slang or profanity!
• Don’t put your caller on hold, for too long – you call back.
• Do not use any abbreviations with customers.
• Do not shout loudly over the phone!
• Do not argue over the phone (you can’t win).
• Do not eat or chew gum while speaking over the phone.
• Don’t rush.

Helpful Phrases

• May I help you?
• Would you like Mr…….to return your call?
• May I know who’s calling?
• May I put you on hold?
• I’ll certainly check this, will you like to hold….?
• Please be on line, Mr…… I’m still checking
• Thank you for being on hold.
• Sir, I’ll certainly call you back in half an hour…
• Thank you for calling us, Mr…..
• End with: Have a nice day.

Magic Words (Which Open All Doors)

• Please.
• Sorry.
• Thank you.
• Excuse Me. 

Taking Down a Message

It is important to pick up an unattended call, which is ringing at your neighbour’s desk.  We take down a message as follows:

• Answer, with your name, E.g. “Good morning, Prema”
• I’m sorry Sir / Ma’am, Mr…… is unavailable at the moment.  May I take a message for him
  or
  I’m sorry Sir / Ma’am, Mr…… is unavailable at the moment.  Who shall I say is calling?

Details Of The Message

• The Caller’s Name
• Contact Number/s
• Date & Time of the Call
• Any other relevant information
• Message taken by :