5. Prescribed Opening and Closing of Calls This topic provides guidance on how to properly open and close all telephone Introduction related interviews or inquiries, including: opening of calls parts of the call opening example of call opening finishing phrases examples of finishing phrases, and closing the call. Initial content load September 2012 Change Date The initial opening of the telephone call is of critical importance in that it may a. Opening of Calls potentially set the tone for the interview or inquiry. Properly done, a good, professional opening can convey your: attitude to the caller confidence, and willingness to be of service. The opening of the telephone call has three parts: b. Parts of the Call Opening identification of the organization (for example, Department of Veterans Affairs or VA) personal identification (your name), and an opening phrase. of Veterans Affairs (or VA). This is (or my name is) (first name c. Example of “Department Call Opening only, first and last name or Mr./Mrs./Ms. Last name). How may I help you?” d. Finishing After summarizing the actions you have completed, the use of a finishing Phrases phrase is helpful in steering the conversation to a successful close. This is especially true when dealing with a talkative or rambling caller. Use care when using finishing phrases. Depending upon your tone and Note: the way the phrase is presented, it may be misconstrued as rude.
5. Prescribed Opening and Closing of Calls Introduction This topic provides guidance on how to properly open and close all telephone related interviews or inquiries, including: opening of calls parts of the call opening example of call opening finishing phrases examples of finishing phrases, and closing the call. Change Date Initial content load September 2012 a. Opening of Calls The initial opening of the telephone call is of critical importance in that it may potentially set the tone for the interview or inquiry. Properly done, a good, professional opening can convey your: attitude to the caller confidence, and willingness to be of service. b. Parts of the Call Opening The opening of the telephone call has three parts: identification of the organization (for example, Department of Veterans Affairs or VA) personal identification (your name), and an opening phrase. c. Example of Call Opening “Department of Veterans Affairs (or VA). This is (or my name is) (first name only, first and last name or Mr./Mrs./Ms. Last name). How may I help you?” d. Finishing Phrases After summarizing the actions you have completed, the use of a finishing phrase is helpful in steering the conversation to a successful close. This is especially true when dealing with a talkative or rambling caller. Note: Use care when using finishing phrases. Depending upon your tone and the way the phrase is presented, it may be misconstrued as rude.