Speak clearly and distinctly in a
pleasant tone of voice; be alert, natural and tactful. Always keep your cool,
even under pressure.
Before picking up the receiver,
discontinue any other conversation or activity such as eating, chewing gum,
typing, etc that can be heard by the calling party.
Remember that you may be the first and
only contact a person may have with your department, and that first impression
will stay with the caller long after the call is completed.
Whether answering the phone or making
phone calls, using the proper etiquette is a must in order to maintain a certain
level of professionalism. Proper etiquette leaves callers with a favorable
impression of you, your department, and KSU in general. You'll also find that
others treat you with more respect and are willing to go out of their way to
assist you if you use the proper etiquette.
Say “(Your Department Name)this is (your
name). How may I help you?”
Placing Individuals on
Ask rather than just place someone on hold, do not say “Hang on”
or “Hold on” instead say
- “May I place you on hold?”
- After placing someone on hold and
returning to the line say, “Thanks for waiting” rather than “I’m back
- Every 20 seconds (whenever Spherical
beeps) give the user the option to continue waiting.
- Use hold button when leaving the line so
that the caller does not accidentally hear conversations being held
Always perform an attended
transfer except in the following circumstances:
- The person receiving the transfer
already knows that the transferred call is coming their way.
- The person on the other line, requests
to go straight to the person they are calling voice mail.
- After performing, an attended transfer
and the person you are transferring to does not answer the phone, return to the
line and give the caller the option to be transferred to voice mail.
When transferring a call, be sure to
explain to the caller that you are doing so and where you are transferring
If the caller has reached the wrong department, be courteous.
Sometimes they have been transferred all over campus with a simple question. If
possible, attempt to find out where they should call/to whom they should speak.
Also give them the phone number you are transferring them to. They will greatly
Closing the Call
closing the call, Say “Have I resolved your problem? Is there any other way I
may assist you today?”
General Phrases to Use:
I'd be happy to
do that for you.
Is there anything else I can do for you?
Would you please
You have to
I will try
I’m required to
I don’t have the information but will
find out for you
I don’t know
Handling Rude or Impatient Callers
- Stay calm. Try to remain diplomatic and
polite. Getting angry will only make them angrier.
- Always show willingness to resolve the
problem or conflict.
- Try to think like the caller. Remember,
their problems and concerns are important.
- Non-supervisory: Offer to have your
supervisor talk to the caller or call him/her back if the caller
Supervisor: Be willing to handle irate callers. Speak
slowly and calmly. Be firm with your answers, but understanding. Sometimes the
irate caller just wants someone in a supervisory capacity to listen to their
story even if you are unable to help them.