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Telephone Etiquette



Example 1: Sample memos for telephone etiquette

Memorandum

TO:

FROM:

DATE:

SUBJECT: Telephone etiquette

This is to clarify some problems we have been experiencing with the answering of the telephone at this office.

No call will be transferred to another station without first asking who is calling and what the call is regarding. Simply ask, “May I ask who is calling and what this is regarding?” If the caller cannot tell you then the call should not be transferred to an individual station. Instead, transfer it to the main information center.

When transferring a call to an individual station please remember to announce who is calling and what it is regarding. Do not blindside any of our employees by unscreened calls.

Callers will not be left on hold in excess of five minutes at a time. If it becomes clear that they will have to wait longer than five minutes, please take their name and number and tell them when you will call back.

A final reminder: we will be randomly monitoring calls for quality assurance.

Example 2: Telephone etiquette in office

Memorandum

TO:

FROM:

DATE:

SUBJECT: Telephone etiquette

When answering the telephone please adhere to the following script:

“Good morning/afternoon. Thank you for calling DHP. My name is (your name) how may I assist you?”

Then ask their name and the nature of their call. Calls should be routed per the extension list below:

DEPARTMENT EXTENSION

• Customer support 555
• Product information 556
• Administration 557
• Outside sales 558
• Public relations 559
• Research and development 560

     

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