TELEPHONE ETIQUETTE

1. TELEPHONE ETIQUETTE Answering the Phone (If not done properly, can leave extremely bad impression) Before answering the phone Discontinue other conversations. Stop eating, drinking, chewing gum, etc. Try to answer before the _________ring. Answer phone in _________________and ________________ manner. Identify yourself and sometimes your place of business.

2. Research shows that a person’s opinion regarding a person’s education, background, ability and personality with whom they are speaking on the phone can be made in _________seconds. (Also forms opinion about the entire business or organization) • Use:good _______habits • Not: “Hang on,” “Yeah,” “Okey-Doke,” “Uh, dunno where he is.”

3. If call is not for you and intended party has to be located • Use the ________________button rather than covering with hand. • Before putting person on hold, ask permission “Would you mind if I put you on hold for a minute?” Or, “One moment please.” • Not “Wait a minute.” Or “Hang on.” • When you return, say “Thanks for waiting.” • Not“I’m back.”

4. Person is unavailable • Do not share anything else about that person’s activities or location unless you have permission to do so. • Use… “He/she is not available. May I take a message or transfer you to his/her voice mail?” • Not… “I don’t know where she is.” “He’s in the men’s room.” “He hasn’t come in yet.” “She is busy.” Note: Always jot down notes during all calls.

5. Telephone Etiquette (cont.) Making calls Prepare notes before making call. Identify ___________ and ______________. If they don’t identify themselves, ask “To whom am I speaking?” Ask, “Do you have a minute?” or “Is this a good time to reach you?” Using Call Waiting. Ask ______________ before putting the person on hold.

6. Voice Mail Etiquette (cont.) Your Greeting (If not done properly, can leave extremely bad impression) Record your own greeting. Not someone else or the phones’ default. ____________ nonsensical greetings. ________your greeting and listen to it before saving it. Include your name and company. Be sure there is no background music, talking or other noise that might be picked up by the recording.

7. Voice Mail (cont) • If unavailable for several days, state when you will return and leave an emergency number if possible. • Check voice mail daily. Try to return messages within ______hours (even if you don’t have the information requested).

8. Voice Mail Etiquette (cont.) Leaving a Voice Mail Message (Extremely important) Speak ___________ and ______________. Keep messages _____________ and to the point. Use ____________________. (leave a good impression!) Leave the date and time you called. Leave your name and number at the ______________ AND at the ____________of the message. Avoid having extraneous noise or talking in the background.

9. Cell Phone Popularity • 250 million plus subscribers in the U.S. (82% of population) • 500 million subscribers with China Mobile. • Market continues to grow rapidly.

10. CELL PHONE ETIQUETTE Survey by Sprint found that _______percent queried said people were less courteous on their cells phones today than 5 years ago. Yet, _______percent of respondents also felt they “very courteous” or “somewhat courteous.” Use same etiquette suggestions mentioned for telephone –PLUS Appropriate location (NOT: libraries, theatres, churches, public transport, meetings, classrooms, etc.). Stay 10 to 20 feet away from others if at all possible.

11. Cell Phone Etiquette (cont.) Speak________, watch tone (___________) and content (________________). Reduce volume of ring tone. Avoid ___________tones and use vibrate whenever possible. Do not dial while driving… _________percent of motorist text message while driving. Research shows drivers using cell phones are _________times more likely to get into crashes. No difference between hand-held and hand free phones. Reflexes up to 18 percent slower.

12. Car and Driver Magazine