Telephone Etiquette

The telephone is often the first point of contact with your ministry, so it may be your only chance to make a good first impression!  How to handle phone calls may vary by culture, but basic principles apply.  The following may be helpful to you:

• Have someone available to answer the phone during normal business hours (when people expect to be able to reach you).  You can either have a dedicated receptionist, or someone assign to handle calls for particular blocks of time.
• Have a plan for answering calls after business hours or when no one is available.  Perhaps you can assign someone phone duty, or use an automated system that will route calls to particular extension for you.  Not being able to get to a real person in a timely manner can be extremely frustrating.
• Answer calls as soon as possible, generally by the 3rd ring.
• Stop what you are doing before you answer the phone (typing, eating, chewing gum, talking, etc. – anything that can be heard by the caller).
• Answer with a pleasant and friendly voice, knowing what you are going to say.  Most ministry locations should have a standard greeting, such as, “Youth With A Mission, this is John speaking.  May I help you?”
• Be courteous, even if the caller has reached the wrong number or department.
• Be helpful.  Most members of the public don’t realize how YWAM works.  For example, they may be unaware there is no central headquarters.   Don’t assume they know information they may not know.
• Use the hold button instead of covering the microphone if you must leave the line.
• Tell the caller when you are transferring their call.  For example, you might say, “I will transfer you to Judy; please hold.”  Or you might say, “I can transfer you to that extension, may I place you on hold?”
• Watch to make sure the intended receiver picks up the transfer.  I they fail to pick up, go back to the caller and ask if they would like to leave a message.
• Never leave anyone on hold more than 30 to 45 seconds.  It’s the same as turning off all the lights and leaving someone in a darkened room.  For the caller, it seems like forever!
• If your phone system allows it, announce to the person receiving the transfer who is on the line.
• Purchase or make your own message pads.  When taking a message, get all the information the recipient may need including:

•    Name of the intended recipient
•    Name of the caller (ask for the correct spelling if you do not know)
•    Phone number of the caller
•    Date and time of the call
•    Reason for the call
•    Action needed (call back, respond by email, etc.)
•    Full message
•    Name of the person who took the call

• Be sure to follow up by making sure the recipient receives the message.

According to http://www.fullerton.edu
the following are suggestions for talking with a caller:

The bottom line is to be friendly, helpful and professional.