TELEPHONE COURTESY POLICY
RATIONALE
All telephone callers are entitled to a prompt, efficient and courteous telephone service that meets their needs. This service is a window by which the College makes a positive impression on the general and school community.
The College is to ensure a high standard of telephonic communication externally and internally. The basis for the achievement of this standard is the recognition that personal judgments and conclusions are based on what is heard and said.
IMPLEMENTATION
§ Answer telephone promptly.
§ Answer telephone calls by saying “good morning or afternoon, the College, [name] speaking.”
§ Establish to whom you are talking to.
§ Use the other person’s name early in the telephone conversation.
§ Ask questions to determine the needs of the caller.
§ Listen without interrupting.
§ Demonstrate you are listening by using verbal cues such as “yes;” “no;” “I see.”
§ Concentrate on the telephone call only.
§ Makes notes and read back key points to the caller.
§ If it is not convenient to take the call, explain to the caller, take their name and number, and offer to ring back within a stated timeframe.
§ Explain to the caller what you are doing, especially if it involves you leaving the telephone to check something.
§ Volunteer to help. Do not wait to be asked.
§ Endeavour to be in control of the call, especially when dealing with aggressive persons.
§ Do not eat or drink while talking on the telephone.
§ Always follow through what you agreed to do.
§ When redirecting a call, let the caller know the name of the person in case of disconnection.
§ Identify yourself and announce the caller before redirecting a call
§ Finish the call by recapping exactly what it is you are going to do for the caller
§ If a staff member is unavailable, note the caller’s details on a Telephone Message slip and place it in the appropriate staff member’s mailbox.
§ All staff are to respond to telephone messages promptly.