Good Phone Usage - Lucent Technologies DT3 Telephone Manual

Page 40

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.
INDeX 8.1 - DT 3/4/5 Telephone Guide
The phone provides a quick method of communication.
However, think carefully about how you use it. Your phone
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 9) .
– 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.
– 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, call back as soon as possible.
– If an extension diverts to Voice Mail, leave a message. Do
not hold for another person unless urgent.
38DHB0002UKAL - Issue 1 (08/99)