Telephone Answering Standards

Listed below are some points that should reflect in our voices when we answer the telephone:

Alertness

Answer each call cheerfully. It shows you are attentive & eager to help.

Pleasantness

Put a smile in your voice. Personalize the call by using the caller’s name. Some people suggest to have a mirror in front so you can see your smile while answering a phone call.

Naturalness

Avoid slang & technical terms. Use plain & simple language.

Distinctness

Speak clearly & carefully into the telephone transmitter / mouth piece.

Courteousness

Use the phrases please, thank you & sorry with sincerity when needed.

Expressiveness

Modulate your voice well.

Use your natural tone of voice.

Control your rate of speech.

Put expression into what you say.

Promptness

Answer all calls by the third ring.

Return all telephone messages the same day.

Discreteness

Use phrases like, "I'm sorry Principal is away from her desk now, may I take a message or could I assist you myself. Avoid saying, "She is doing this or that"

Knowledge

Know all facilities, people & latest happenings in the school or whatever organization you are working for.

Sensitivity

Sense the urgency & the tone of the caller & react accordingly.

?Gauge whether caller is upset, in a hurry, angry etc.

Calmness during Emergency

Be calm & composed always especially during an emergency.

Be aware of the procedure in the event of an emergency.