Sheet 95
TELEPHONE ETHICS = HOW TO RECEIVE CALLS
To receive a telephone call in an unfriendly manner is extremely rude, and can have a detrimental effect on the image of the entire organization. Officers should always try to create a good impression when people contact them by telephone.
1 Pick up the Phone Immediately
Pick up the phone within 3 rings. "Sorry to have kept you waiting" should be the first words spoken if the phone has rung 4-6 times. If you have a visitor when the phone rings, excuse yourself first before taking the call. If it is a call over something complicated or involved, let the caller know you have a visitor and that you will call them back later.
2 Introduce Yourself
Introduce yourself in a cheerful manner by saying either the name of your organization or your own name. Before noon a cheerful "good morning" will set any telephone call off to a good start.
3 Identify the Caller
Always establish the name of the caller quite early in the conversation especially if they have inadvertently forgotten to introduce themselves.
4 Act Sincerely
Always be sincere and honest on the phone. Speak in a bright, calm and clear manner. If you handle the phone roughly, or suddenly change your tone of voice when you realize that the caller is your boss or an important customer, you will cause annoyance not only to the caller but to just about everyone else around.
5 Show Interest and Make Appropriate Responses
The fact that you are unable to see the person you are talking to makes it especially important to respond appropriately to everything that they say. This will ensure that both of you are following the conversation.
6 Clarify the Purpose of the Call
Clarify the purpose of the call and take appropriate notes. Date, time, venue, names, figures, etc. should be repeated to ensure accuracy.
