Douglas PrattENGL216Week 3 Procedure LetterProf Daniel Gleason Despite theprominence of texting and email, the phone is still most common way forcustomers to contact businesses.  The waythe phone is answered will form a customer’s first impression of the business.  Adhere to the following procedures and yourbusiness will know how to answer the phone and properly represent your business:??1) Make answering all incomingphone calls before the third ring a high priority.

2) When you answer the phone, bewarm, happy, and above all, professional. The voice on the phone could be your only chance to make an impression.Welcome callers courteously and identify yourself and your organization immediately. For example, “Good morning.

ArizonaPublic Services.  Doug speaking.  How may I help you?”  No one should ever ask if they’ve reached yourbusiness.3) Clear communication isessential, keep your voice volume moderate, speak slowly and clearly, andcontrol your language when answering the phone so your caller can understandyou easily.  Avoid using slang orconfusing terms. Instead of saying, “OK”, or “No problem”,for instance, say “Certainly”, “Very well”, or “Allright”.  If you use fillers when youspeak, like “uh huh”, “um”, and other repetitive speechsuch as “like” or “you know”, train yourself not to usethese when you speak on the phone or replace them with more respectful fillerslike “Yes, Sir/Ma’am”.  Your voice andvocabulary needs to be positive when phone answering, regardless of youremotional state.

 Never say, “Idon’t know”, say, “Let me see if I can find an answer for you.”4) When taking phone messages ensurecompleteness and accuracy.  If you don’tunderstand or can’t spell the word or name, ask the customer to repeat it orspell it for you; afterwards, repeat it back to ensure accuracy.

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 Above all, make sure the message are deliveredin a timely manner.5) If you have to put a caller onhold, always ask the caller if it’s all right and never leave people on hold.  Check on callers every 30 to 45 seconds.

 Ask the caller if they are ok waiting,”That line is still busy.  Would youlike to stay on hold or should I have them call you back?”6) Only use speaker phone when youneed more than one person to be in on the conversation at your end.  Speaker phone can give the caller theimpression that you may not be fully concentrating on his call or that the callisn’t private.  Always ask the caller beforeyou put them on speaker.7) If you use voice mail oranswering machines, ensure your message gives callers any pertinent informationbefore it records their messages.  Updateyour voice mail message often.  If yourbusiness is going to be closed for a holiday or there is a change in hours,update your message to let your customers know.

Remember to traineveryone who answers the phone to answer the same way.  Listen in and check on how your business’sphone is being answered to ensure this is done in a professional manner.  Set up cards and reminders by the phone so allemployees know how to answer phone calls properly.?