External areas where staff use a hands-free telephone or cell phone (such as when – in the grounds of a property, or when conducting a tour). Remember: when you are on the phone, you are the business! It is important for every person who uses a telephone on behalf of the business to understand that while they are on the phone, they are the business. The way they use that the way they talk and the information they provide all produce an impression about the business in people’s minds and it is important that such an impact reflects the real image of the business. It is very easy to take the use of the telephone for granted (when receiving a call, making a call or transferring a call) and that is one of the biggest mistakes that workplace telephone users make. Answering calls promptly All must be answered promptly to avoid keeping the caller waiting and must be answered in an appropriate manner in accordance with enterprise standards. Failure to answer the phone promptly may mean the caller hangs up and gives their business to another company. Answering can be seen as answering as soon as possible (subject to enterprise ‘promptly’ requirements). Using an appropriate telephone manner An appropriate telephone manner includes the following: Using polite language at all times regardless of the language being used by the – caller (see section 1.8 for more information)
External areas – where staff use a hands-free telephone or cell phone (such as when in the grounds of a property, or when conducting a tour). Remember: when you are on the phone, you are the business! It is important for every person who uses a telephone on behalf of the business to understand that while they are on the phone, they are the business. The way they use that the way they talk and the information they provide all produce an impression about the business in people’s minds and it is important that such an impact reflects the real image of the business. It is very easy to take the use of the telephone for granted (when receiving a call, making a call or transferring a call) and that is one of the biggest mistakes that workplace telephone users make. Answering calls promptly All must be answered promptly to avoid keeping the caller waiting and must be answered in an appropriate manner in accordance with enterprise standards. Failure to answer the phone promptly may mean the caller hangs up and gives their business to another company. Answering ‘promptly’ can be seen as answering as soon as possible (subject to enterprise requirements). Using an appropriate telephone manner An appropriate telephone manner includes the following: Using polite language at all times – regardless of the language being used by the caller (see section 1.8 for more information)
TM_Communicate_on_the_telephone_refined.docx