Effective Telephone Communication: Make a Great First Impression

1. Telephone Techniques You have less than 10 seconds to make your first impression!

2. Answering Calls • Answer on first or second ring • Use a pleasant voice • Identify company and office the caller has reached • If it is a direct line, identify yourself using your first name and last name

3. Directing the Call • Gather information from the caller • Decide if you can handle the request or forward the call to someone else • Ask caller if he/she wants to be redirected or offer to take a message and have the other person return the call • If you need to retrieve information ask if caller wants to hold or be called back

4. Taking Messages • The 3 W’s: • Who is to be called back? • When is the best time to return the call? • What information is the caller seeking? • Write clearly and concisely • Initial message form so recipient can ask for clarification if necessary

5. Terminating the Call • Verify information in message • Thank the caller and let them know you will follow up on their message • Give them a time frame when they can expect to be called back • Let the caller hang up first