Building Extension’s Brand through…

Telephone Etiquette
Why is telephone skill important?
When you are on the phone with a
customer or client, YOU ARE THE
SINGLE representative of your
organization. In other words,
 “Rules” for Telephone
Communication:
1. Treat your telephone visitor as if
he or she were present.
- When people call your office, as far as
they are concerned you are the
organization.
- If you sound cheerful, clear, and
interested, the caller’s attitude toward
your organization will be a good one.
- Would you play solitaire if a customer
was in your office with you?
 How Do Your Rate Your
Telephone Voice?
Has Needs
• VITALITY ____ ____
• EXPRESSION ____ ____
• NATURALNESS ____ ____
• PLEASANTNESS ____ ____
• INTELLIGIBILITY ____ ____
How Do You Look When You
Talk on the Telephone?

Interested Neutral Bored

Pleasant Neutral Unpleasant
Calm Neutral Agitated
Involved Neutral Distracted

When are some times when you have

to worry about looking or sounding
this this?
 “Rules” for Telephone
Communication:
2. When receiving calls:
• Answer promptly to show that you are alert,
courteous, and efficient. (2 rings)
• Use all 5 parts of the answer (next slide)
• Use the caller’s name to personalize the message.
• Listen carefully to avoid asking the caller to repeat.
• Be tactful and give the impression that you really
want to be of assistance
• Take helpful messages.
• Keep and paper and pencil handy.
• Summarize and feed back the information to the caller for
verification.
Five Parts to Your Answer:

1. Smile
2. Welcome the caller
3. Announce the office
4. Introduce yourself
5. Let them know you're here to help
them.
 When making
acknowledgements…
Don’t Say: Better:
Yeah or Okay Certainly

Wait a minute Do you mind waiting while

I check on that for you?
Hold on or Hold the line Would you like to hold or
may I call you back?
Just a minute One moment please…I’ll
find out
No problem You are very welcome or
my pleasure.
 “Rules” for Telephone
Communication:
3. When handling complaints by
telephone…
• Convey sincere interest and concern
• Remain calm and courteous
• Don’t make promises for others
• If there is a question you cannot answer, or the
caller becomes unreasonable, contact your county
director and refer the call.
• Thank the client and close the conversation
naturally.
• Follow through on any questions or complaints.
 When handling difficult
customers…
Don’t Say: Better:
You’ll have to talk to Mr. Mr. Smith handles that.
Smith about that. May I transfer you.
I don’t know anything I’m sorry. That
about that. information is not
available through this
office.
You didn’t talk to me. I’m sorry Mrs. Jones. I will
I didn’t take your call. be glad to take care of
that for you.
You must _____ Would it be convenient for
you to ____________?
 “Rules” for Telephone
Communication:
4. When making a telephone call:
• Check the level of distraction around you
before deciding to make the call.
• Identify yourself and the Extension office.
• Clearly state your purpose for calling.
• Don’t waste time. Have a list of items to be
covered.
 “Rules” for Telephone
Communication:
5. End the conversation in a positive
manner.
• End on an upbeat note.
• Summarize any action to be taken.
 When closing…
AVOID BETTER
• All righty • Thank you for calling
• Bye Bye Payne County
• Yeah Extension
• Okie Doke • You’re welcome…have
a good day.
• See ya later
• I will get that report
to you in the mail
immediately…have a
nice afternoon.
 “Rules” for Telephone
Communication:
6. Always return missed calls.
• Within 24 hours is best
• At least within 48 hrs
• If you don’t want to talk to them, have some
one else call them back.
• The same applies to e-mails—RESPOND.
Even something as simple as “thanks” or “I
got it” will work.
Other things to think about:
• Leaving a voicemail
• Keep them professional
• Once you’ve left a voicemail, don’t pester. (allow
6-12 hours).
• Don’t hide behind voicemail
• Cell phones (business)
• Turn it off, if possible, during meetings
• Do not check for messages during meetings
• If you are expecting an important call, let your
client know in advance.
THANK YOU and have a nice day.