The purpose of the Telephone Answering Procedure is to standardize call answering and to make the standards available to your company’s employees. The Telephone Answering Procedure projects a positive image of your company to incoming callers and assures that customers and vendors are treated in a polite, satisfactory manner.
The Telephone Answering Procedure affects the receptionist and other employees who answer the your company’s telephone. (6 pages, 1106 words)
The Receptionist should be primarily responsible for answering the phones. They should be proficient in using the system, transferring calls, and taking messages correctly
All Employees should be familiar with the phone procedures. Everyone in the office who answers the telephone or backs up the receptionist should understand that answering the telephone correctly is a part of his or her job.
A professional, considerate phone manner is the first service we owe anyone. For a sales or service organization, it’s an integral part of doing business, but can be easily overlooked. Bad phone etiquette can cost us business and in today’s competitive environment, it could spell the difference between winning and losing. There are several rules of thumb on proper phone etiquette: respect, promptness, phone voice, and courtesy are examples.
The telephone answering procedure also covers the procedure for taking messages. For instance, all messages should note information including: Complete name of the person calling, Company or organization of the person calling, Name of the person the call is for, etc.
- Answering Techniques and Etiquette
- Answering and Directing Calls
- Taking Messages
- Telephone User’s Guide
Forms Included in the Telephone Answering Procedure
- Important Messages Form