Page 36
INDeX - TT 3/5 Turret Guide
38GDE00001SAB - Issue 6 (June 1998)
Good Telephone Usage
General Usage
The phone provides a quick method of communication.
However, think carefully about how you use it. Your manner
is a key part of the company's and your image.
– Speak clearly and maintain a friendly manner.
– Position the phone within easy reach for use.
– Keep a pen and paper near the phone and use them.
– Keep a list of company and external numbers handy or
use the
INDeX
function
(see page 15)
.
– If you have to talk to someone else in the office during a
call, inform the caller and then use
MUTE
or
HOLD
.
– Avoid giving your operator unnecessary work:
– Transfer callers yourself rather than via the operator.
– Keep your System Manager informed of changes in your
department, so that they can keep your pickup groups,
phone directories, etc. up to date.
Answering Calls
"Speak now and I will
answer; how shall I help
you, say."
A.E.Houseman
1896.
– Answer the turret promptly and identify yourself.
– Sound helpful and friendly.
– Get the caller's name and use it.
– Do not be bad mannered to wrong numbers, always
accept the apology. Transfer the call to the correct
extension if you can.
– Listen to the caller and let them know you are listening.
– If taking a message, include your name, the callers
name, date, time and subject.
– If cut-off, wait for the original caller to call back.
Making Calls
"Well, if I called the wrong
number, why did you answer
the phone"
James Thurber,
New Yorker Magazine
1937.
– Know what you want to say, avoid rambling. If necessary,
prepare key point notes before the call.
– If you get a wrong number, always apologize, it is not the
other person's fault.
– If cut-off, call back as soon as possible.
– If an extension diverts to Voice Mail, leave a message.
Do not hold for another person unless urgent.