Avaya 2050 [39/42] Good phone usage

Good Phone Usage – Page 39

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Good Phone Usage

General Phone Usage

The phone provides a quick method of communication. However,

think carefully about how you use it. Your phone manner is a key

part of the company's and your image.

• Speak clearly and maintain a friendly manner.

• Position the phone within easy reach for use.

• Keep a pen and paper near the phone and use them.

• Keep a list of company and external numbers handy or use the

INDeX function (see page 8).

• If you have to talk to someone else in the office during a call,

inform the caller and then use MUTE or HOLD.

• Avoid giving your operator unnecessary work:

• Transfer callers yourself rather than via the operator.

• Keep your System Manager informed of changes in your

department, so that they can keep your pickup groups, phone

directories, etc. up to date.

Answering Calls

• Answer the phone promptly and identify yourself.

• Sound helpful and friendly.

• Get the caller's name and use it.

• Do not be bad mannered to wrong numbers, always accept the

apology. Transfer the call to the correct extension if you can.

• Listen to the caller and let them know you are listening.

• If taking a message, include your name, the callers name, date,

time and subject.

• If cut-off, wait for the original caller to call back.

Making Calls

• Know what you want to say, avoid rambling. If necessary, prepare

key point notes before the call.

• If you get a wrong number, always apologize, it is not the other

person's fault.

• If cut-off, call back as soon as possible.

• If an extension diverts to Voice Mail, leave a message. Do not

hold for another person unless urgent.