Main Phone Help Page

Purpose
Answering Incoming Calls
Handling Calls
Angry Callers
Tips
Ending Calls

Purpose

To establish the importance of telephone skills and have all Edison employees actively participate in extending above average courtesy to all callers.

Answering Incoming Calls

• Answer promptly (1 - 3 rings)
• Always answer with a SMILE…it travels through your voice
• Be professional in your greeting, identify yourself by name and department
• Strive to be Efficient, Professional, and Friendly

Handling Calls

• LISTEN..it’s the most important part of telephone courtesy
• Write down the callers name and use it
• Don’t make the caller feel as if they are interrupting you, make them feel important
• Maintain a positive, professional attitude
• Ask questions to determine the situation
• Be knowledgeable of subject & referrals
• When holds are necessary, keep them short
• Inform caller of who & where & when before transferring
• Don’t make promises you can’t keep
• When necessary, follow-up

• Try to diffuse the situation
• Apologize for the inconvenience
• Show empathy (“I Care” - “I Understand”)
• Write down the callers name and make quick, exact notes on the situation
• If a transfer* is necessary, make sure you transfer to the correct area, announce the caller, and give a “thumbnail” description of the problem to whomever answers in that department, before completing the transfer.
• *Using the phrase “I’ll connect you to…” rather than “I’ll transfer you to…” creates less friction to the “ears of the caller”

• Prepared
• Professional
• Attentive
• Responsive

• Whether you are ending a call through a transfer or disconnecting, say, Thank You!