Good Telephone Procedures

Remember that you are representing your department and etiquette is very important. Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.

•Make sure to answer before the third ring.
Examples of greetings can be: "Telephone Services, may I help you?" or
"Good morning"...you get the idea. Use a greeting that is going to give the caller the impression that we are in fact professional and pleasant.

•If you are currently on one line and another line rings:
Tell the first caller to "Please hold."
Place caller on hold.
Answer the ringing line saying, "[Department name]--please hold."
Place second caller on hold.
Return to first caller and complete the call.
Go back to the second caller.
Say, "Thank you for holding, may I help you?"

Text from:http://www.fullerton.edu/IT/Services/Telecom
/FAQ/etiquetteguide.asp#goodproc


Procedimento para um bom atendimento telefônico

É importante lembrar que quando você faz o atendimento telefônico, é o representante da empresa, atenda ao telefone com entusiasmo, no ato do atendimento identificar-se e fazer uma saudação de "bom dia", “boa tarde” ou " boa noite" usar sempre frases como "obrigado", "por favor", "posso ajudar?"
Não deixar telefone tocar muitas vezes.

Vocabulário:
Make sure: Certifique-se de
Pleasant: agradável
Currently: atualmente
Go back to: voltar para