Some tips that you might be useful in the company

Inquirer News Service By Lia S. Bernardo

IN RESPONSE to numerous inquiries on telephone etiquette, I put together some tips that you might find useful in your respective companies.

Before you answer, be prepared (this includes knowing how to use the phone/system features):

1. Turn away from your computer, desk or other work.

2. Have pens, pencils and notepaper handy.

In answering the phone:

3. Answer calls promptly, by the second or third ring.

4. Smile as you pick up the phone.

5. Assume your "telephone" voice, controlling your volume and speed.

6. Project a tone that is enthusiastic, natural, attentive and respectful.

7. Greet the caller and identify yourself and your company/department/unit.

8. Ask, "To whom am I speaking?"

9. Ask, "How may I help you?"

In the course of the conversation:

10. Focus your entire attention on the caller.

11. Enunciate/articulate clearly. Speak distinctly.

12. Use plain English and avoid unnecessary jargon and acronyms.

13. Use action specific words and directions.

14. Use the caller's name during the conversation.

15. Always speak calmly and choose your words naturally.

16. Use all of your listening skills:

a. Focus your full attention on the caller and the conversation.

b. Listen "between" the words.

c. Use reflective/active listening to clarify and check for understanding.

17. If there is a problem, project a tone of concern.

18. Avoid the five forbidden phrases.

a. "I don't know"

Instead, say: "That is a good question; let me find out for you" or offer to connect the caller with someone who could provide the answer.

If a call involves some research, assure the person that you will call back by a specific time. If you do not have an answer by the deadline, call back to say, "I don't have an answer yet, but I'm still researching on it."

There is no excuse for not returning calls.

b. "I/we can't do that."

Instead say: "This is what I/we can do."

c. "You'll have to"

Instead say: "You will need to" or "I need you to" or "Here's how we can help you."

d. "Just a second"

Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.

e. "No."

Instead: Find a way to state the situation positively.

19. Use "LEAPS" for the emotional caller.

L Listen. Allow the caller to vent.

E Empathize. Acknowledge the person's feelings.

A Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened" and mean it.

P (Be) Positive

S Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help and, if reasonable, do it! If not, find a compromise