telephone etiquette

1. TELEPHONE ETIQUETTE

2. Table of Contents
1.PURPOSE…………………………… ………………………………………………………..3
2.OBJECTIVES………………………………………………………………………………....3
3.ANSWERING CALLS……….………………………………………………………………..4
4.MAKING CALLS………………………………………………………………………………5
5.HANDLING RUDE OR IMPATEINT CUSTOMERS…………………………………….6
6.PLACING CALLS ON HOLD………………………………..………………………………7
7.TRANSFERRING CALLS…………………………………………………………………….8
8.TAKING MESSAGES…………………………………………………………………………9
9.ENDING CONVERSATIONS…………………………………………………………………10

3. Purpose
The purpose of the document is to define the principles of good telephone
etiquette. It
defines the acceptable behavior, customer expectations of our hospital’s
ability to help
and provides the necessary guidelines to ensure a positive impact to all
callers.
Objective (s)
The documents intends to achieve the following
Sets the principles of telephone etiquette for employees at NH.
Making positive impression on customers by using call handling techniques.
Handling different types of customers on the call.

4. Answering Calls
All phone calls should be answered within three rings.
Answer with a friendly greeting. (Example - "Good Afternoon, IQ
CITYNarayana Hrudayalaya, XXXX speaking, how may I help you?").
Smile - it shows, even through the phone lines; speak in a pleasant tone of
voice.
Ask the caller for their name, even if their name is not necessary for the call.
This shows you have taken an interest in them.
If the caller has reached a wrong number, be courteous. Sometimes a caller is
transferred all over hospital with a simple question and the caller gets
frustrated. If possible, take the time to find out where they should be
calling/to
whom they should be speaking.
Use the hold button when leaving a line so that the caller does not
accidentally
overhear conversations being held nearby.
Inform the customer when you are placing him on hold by saying “ Can I
please
place the call on hold?”

5. Making Calls
When you call someone and they answer the phone, first identify yourself:
(Example - "This is XXX from IQ City Narayana Hrudayalaya. May I know to
whom am I speaking?")
Always know and state the purpose of the communication.
When you reach a wrong number, don't argue with the person who answered
the call or keep them on the line. Say: "I'm sorry, I must have dialed the
wrong number." And then hang up.
If you told a person you would call at a certain time, call them as you
promised.
If you need to delay the conversation, call to postpone it, but do not make
the other person wait for your call.

6. Handling Rude or Impatient Callers
Stay calm. Try to remain polite. Getting angry will only make customers more
angry.
Always show willingness to resolve the problem or conflict.
Try to think like the caller. Remember, their problems and concerns are
important.
If you are in a non-supervisory position: Offer to have your supervisor talk to
the caller or call him/her back if the caller persists.
If you are supervisor: Be willing to handle irate callers. Speak slowly and
calmly. Be firm with your answers, but understanding. Sometimes the irate
caller just wants someone in a supervisory capacity to listen to their story even
if you are unable to help them.
Give the caller the name and number of the concerned department/manager or
give him a deadline by which you will sort out the issue for him.
Use words like
Let me see what I can do to make it right for you
Don’t worry, I will sort this out for you
I understand your concern

7. Placing Calls on Hold
When putting a caller on hold, always ask permission. Examples: "May I please
place you on hold while I check?" or "Can I please place you on hold briefly
while I see if Dr Kumar is available?" When taking a caller off the hold, always
thank them for holding “Thanks for staying on line.”
Sometimes you may have other line ringing too or if the caller is on hold for
long
then apologies/explain. Example “I am sorry Mrs. Ram, I will take a few more
minutes /seconds.”

8. Transferring Calls
If the caller needs to speak to another person or department, transfer the
caller directly to the desired person's extension /operator. However, brief the
operator before connecting the call so that the caller will not have to explain
himself/herself again. This will save the caller having to explain his/her
requests another time, and it will cut the number of times the caller needs to
be transferred.
When transferring a caller, tell the caller who you are transferring them to,
and announce the caller name to the person to whom the call is transferred.
If the called party does not wish to take the call, return to the caller
(Example – “He/she is out of the office, may I take a message or would you
like his/her
voicemail?")

9. Taking Messages
Be prepared with pen and message slip when you answer the phone.
When taking messages be sure to ask for:
oCaller's name (asking the caller for correct spelling.)
oCaller's phone number and/or extension (including area code)
Repeat the message to the caller.
Place the message slip to the concerned person as soon as possible.

10. Ending Conversations
There are several ways that you can end phone call without sounding rude or
abruptly:
Before hanging up, be sure that you have answered all the caller's questions
Asking the customer “ Is there anything else I can do for you?” before ending
the call is mandatory
Always end with a pleasantry note such as : "Have a nice day" or "It was nice
speaking with you"