Colleague Talk: Telephone Etiquettes

I had a fabulous week, I was working out of my office and a different office setting is always welcome. I’m not by any chance implying that I dislike my office, if anything; I missed my immediate colleagues a lot. I had a chance of meeting colleagues in other sections as well and it was interesting. The other week I attended Customer care training at my organizations training institute. It was da bomb! I leant soo much that it would take me four Colleague Talk (CT) columns to capture quarter of what we leant. But just to mention, I leant that I am Customer number one, you my colleague, are my Most important customer and the taxpayer is my most critical/essential customer, how about that, huh?

ACTION POINT: TELEPHONE ETIQUETTE
I have made a number of calls internally and the response on the other end of the line makes me think my organizations family lacks Telephone Etiquettes!! This true for many organizatons, even yours!! You doubt? Pick a phone and call your colleagues’ extension and listen to how they respond. In upholding professionalism, the small things taken for granted speak volumes. How you answer the phone says a great deal about you and your business. I think this should be included in all customer care trainings.

Phone answering tips

1. Answer all incoming phone calls before the third ring
2. be warm and enthusiastic when you answer the phone and welcome the caller courteously
3. There are four parts of a proper greeting
• Proper greetings of the hour
• Section name
• Your name
• How May I help you?

Good morning, KPLC supplies, this is James, how may I help you?Or Good morning, Customs KPA maintenance section, Kilindini, James speaking, how may I help you?(You don’t say ‘yo man’..NO!, because you don’t know who is on the other end!)

There are 4 parts to a proper greeting:

1. Proper greeting of the hour…
2. Section name
3. Your name
4. How may I help you?

Take notes regarding calls

• Write down the callers name
• Let them know if you can’t hear them
• Include their name when talking to them
• Always repeat the message
• Wear your smile!

Wearing a smile makes you feel happier and will also brighten up the whole room. Smiling will also make you feel more positive and have a feeling of well being.

On Hold Techniques

• Ask them if they could please hold and wait for their answer.
• Give them an option….Hold or leave a message.
• If holding, check back with them every 30 – 60 seconds.
• Don’t leave them wondering.
• Don’t forget to include their name when thanking them for holding

Types of Transferring

1. Guided Transfer – Let the caller know who they are being transferred to.
2. Description Transfer – Announcing the call to inform your staff the reason they are calling and their name.

Speak slowly and clearly, Enunciate your words and stay away from sounding monotone.
Don’t have a lazy tongue.
Try some tongue twisters to get you moving in the morning.
Sally sells seashells by the seashore
Rubber baby buggy bumpers
Peter Piper picked a pack of pickled peppers

Positive speech

He’s currently out of the office, May I take a message?
I’ll be happy to…..
I’ll transfer you now….
Thank you for holding Ms. Blah…..
One moment please….
Not a problem at all, thank you…..

effective listening skills

• Prepare yourself to listen
• Concentrate on what is being said
• Visualize the speaker
• Hold your tongue, don’t interrupt
• Take notes
• Use summarizing statements
• Use conversation cues if the caller is getting long winded
• Listen between the lines
• Be open minded
• Practice positive listening habits

Next time someone calls, please don't say "yo man"