Good Phone Usage - Avaya INDeX 20CC User Manual

Good Phone Usage

General Phone Usage
Answering Calls
"Speak now and I will answer;
how shall I help you, say."
A.E.Houseman 1896.
Making Calls
"Well, if I called the wrong
number, why did you
answer the phone"
James Thurber,
New Yorker Magazine 1937.
38DHB0002UKCM - Issue 2 January 2000
The phone provides a quick method of communication. However, think
carefully about how you use the phone. Your manner is a key part of the
company's and your image. Since the phone does not convey smiles, shrugs,
nods, etc, how you speak is all important.
– Speak clearly and maintain a friendly manner.
– Be precise and avoid rambling.
– 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.
– If you have to talk to someone else in the office during a call, inform the
caller and then use HOLD (see page 19).
– 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.
– Answer the phone 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.
– 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, callback as soon as possible.
– If the extension diverts to Voice Mail, leave a message. Do not hold for
the operator unless urgent.
Good Phone Usage – Page 37
INDeX 20CC User's Guide