Use appropriate telephone techniques Components of the telephone system may include: Describe acceptable telephone etiquette Landline telephones, including multiple lines and multiple telephone numbers Identify telephoning common caller complaints Mobile/cell phones a business Paging systems Element 3: Receive incoming calls Switchboards Prepare to receive incoming calls Handsets and headsets Answer promptly in accordance with house Caller identification facilities, including VIP caller ID. standards Functions and features available in the telephone system may be related to: Identify long-distance or international calls Call waiting Establish purpose of incoming calls Call forwarding where appropriate Respond to caller requests, Caller ID display Take messages from callers Line blocking Relay messages and follow-up as necessary Call back busy Facilitate conference calls No answer, and busy-no answer Deal with suspicious or threatening Call return Manage difficult callers Recorded message service Prepare voicemail messages and background music Executive busy override Element 4: Re-direct incoming calls Transfer and transfer recall Transfer as appropriate Placing calls on hold Place calls on hold as appropriate Multiple chat facility Conference call Integration of facilities. Enterprise policies and procedures for telephone use may include: Privacy and confidentiality issues
Use appropriate telephone techniques Describe acceptable telephone etiquette Identify common caller complaints telephoning a business Element 3: Receive incoming calls Prepare to receive incoming calls Answer promptly in accordance with house standards Identify long-distance or international calls Establish purpose of incoming calls Respond to caller requests, where appropriate Take messages from callers Relay messages and follow-up as necessary Facilitate conference calls Deal with suspicious or threatening Manage difficult callers Prepare voicemail messages and background music Element 4: Re-direct incoming calls Transfer as appropriate Place calls on hold as appropriate Components of the telephone system may include: Landline telephones, including multiple lines and multiple telephone numbers Mobile/cell phones Paging systems Switchboards Handsets and headsets Caller identification facilities, including VIP caller ID. Functions and features available in the telephone system may be related to: Call waiting Call forwarding Caller ID display Line blocking Call back busy No answer, and busy-no answer Call return Recorded message service Executive busy override Transfer and transfer recall Placing calls on hold Multiple chat facility Conference call Integration of facilities. Enterprise policies and procedures for telephone use may include: Privacy and confidentiality issues
TG_Receive_&_place_incoming_tel_calls_240912.docx