Telephone etiquette

I would just say, “I’m sorry, your name again was?” for the first follow up then. Then just before you end the call, ask them to spell it so you can confirm their spelling. This way, you have heard it at least 3x and should have it by then.

As they are talking, write down as much information as you can and as you are reading it back for accuracy say something like “And that name again?” If necessary “And how do you spell that?” Even if it is a simple name, the other person will appreciate your making sure that it is correct.

Most people do not mind if you ask them to repeat their name and spell it if you have a question. They would rather have it right. As for the nature of the call, again, “May I tell him/her the nature of the call so he/she can be prepared with any information you may need?” or something similar. If you boss is like mine, he also does not want to be interrupted by sales calls and calls that should be routed to someone else. This also eliminates that problem since you reroute calls to the proper person.

Hi Cherile,
I take calls for three District Sales Managers. I ask the caller, “May I tell him who’s calling?” or “Who’s calling please” and after I receive that info is ask, “What’s this regarding?”. Since my DSMs are not in the office with me and I transfer the caller to their mobile phones I also ask, “May I have your number in case we get disconnected during transfer.” If you don’t catch the name the first time ask the caller, “What is the correct spelling of your name?”

Write everything down. Have a pen in hand when you answer your phone. I keep my daytimer right next to me and write down every call I receive and the time. This also helps if your boss doesn’t want to take the call, when you come back to the caller to inform him that you need to take a message, you already have all the info you need.

Good Luck!! Kim – Sr. Admin. Assist. 15+yrs

I almost always have pen and paper by the phone. I will write down the name as soon as I get it. That way, I don’t have to ask the name a second time.

“May I tell him what it’s regarding?”……works for me.

And “Could you spell that for me?” works for getting the last name correctly.

Also when someone asks (immediately, without identifying themselves) to be put into my boss’s VoiceMail I always ask, “May I ask who is calling?” and then send my boss an e-mail telling him to check his VoiceMail.

And, if the caller asks to speak with my boss WITHOUT identifying who is calling – and if it is not a voice or phone # I recognize, I tell the caller that he is on the phone & ask if he can call them back. THAT way I can be sure I don’t hook him up with an unwanted caller.

Whenever I take a call for someone, I always say “May I say who’s calling?” If there name is hard to understand/spell, I ask them to spell it, and I always say “May I tell him/her what this is regarding?” Since I am the Director’s Executive Assistant, it is very important that she be provided with as much information as possible before taking the call or returning it. Additionally, by getting the subject matter, I often find out that it is something I can research and not something the Director needs to deal with.

Cherile,

Greetings! My name is Marcel, and I am a retired United States Air Force Information Manager (20+ years). The following is an excerpt from a training aid we used “back in the day”; (statements 6 & 12 will help with your issue…I included the rest FYI):

“Do … answer the phone on the first ring and in the way you would like to be called after identifying the organization.

Do … put on your “pleasant person” hat.

Do … introduce everyone in the room if you are on a speaker phone—callers may object to the lack of privacy.

Do … put the radio and TV on hold until you’re off.

Do … speak clearly, keeping your lips about 1 inch from the mouthpiece. Good posture will also improve your vocal quality.

Do … have a pencil, a memo pad and your directories within easy reach.

Do … adjust your speaking tempo to match the other person’s to establish instant rapport.

Do … ask if someone else can help if the person isn’t there.

Do … take a number and call back instead of putting them on hold if you are finding something.

Do … give the caller the phone number before you transfer the call.

Do … allow the person initiating the call to bring it to a close.

Do … record your conversation in a memo for record and place it in a file.

Don’t … transfer an angry caller. Listen carefully, never interrupt and ask questions that require more than a “yes” or “no.” Also, make notes and let the caller know since this shows you’re interested and are willing to help.

Don’t … put the phone over your chest to put someone on hold—your voice goes over the wires loud and clear—use the “hold” button.”

Hope this helps.

Marcel Robinson

Frequently several lines ring at once here and it’s so easy to get confused; writing info down is critical. One other technique I’ve used is to USE their first name right away by saying, “Just a moment, John,and I’ll see if so-and-so is in his office.” Saying their name outloud helps cement it in your brain…and also makes the caller feel good to hear his name!

When they introduce themselves and you didn’t catch it, ask them again, and before they go on with the message, ask for their name again, name of the company and the phone number then you can get the message. Feel free to repeat the message to ensure it’s what they said. This shows the caller that you are thorough vs. feeling you’re incompetent.

Annoying solicitation calls have not been addressed. I’m sure you get your share of them.

If someone calls and can’t pronounce my boss’ name, it is usually an early clue. Or, if they ask to speak to a decision maker if I say my boss is busy – a dead ringer. Ask if your boss is expecting their call or what company they represent and the nature of their call. If you are suspicious of a solicitation, ask if they can send some information for review and get a number where they can be reached for follow-up. I usually have a hang-up by now if my suspicion is right. Sometimes they are legitimate in which case you will get a fax or USPS package.

If you get the same call over and over again (as we do from the phone company soliciting their new products), ask to talk to a supervisor. Explain to the supervisor the frequency and nature of the calls and see if you can flag your account to stop them.

For callers asking you to confirm your company’s address and other information, ask for their request in writing. This can sometimes lead to receiving expensive directories (costing several hundred dollars) and they will have a recording of you “confirming the order”! If they have a legitimate reason to confirm, they will send it in writing.