Does anyone have a written Standard Operating Procedure for answering telephones at your place of business?
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Hi Sandy W.
I would love to get a copy of your branding style sheet. My e-mail address is: rwalton@auburnschl.edu
Please put Branding Style Sheet or something similar to that in the subject line so that it doesn't go to my Spam Mailbox. Thank you!
Roz W.
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rwalton on
8/24/2010 7:46:49 AM
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A pet peeve of mine is to call an office or business and for the person answering the phone to not state their name as well. We answer (with a smile of course!) with the name of our company and also our name so the individual knows who they are talking to.
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Diane Skubal on
8/13/2010 7:32:17 AM
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Checking out the other replies we really didn't need mine but, here it is anyway.
I am the one to answer the phone. When I started I was told to answer Good Morning/Afternoon Engineering Office. That was fine for a while, then one of the architects we deal with said that I should say the company name so he knows he got the right company. So now I say 'company name', and then they ask for whoever they want. If it is for the boss, I must ask who is calling, sometimes I get a reply of an unfamiliar name and that it is about business. I reply which project, then the caller hangs up, so I know it was a sales person. We don't want those to go to the boss. Anyway, we don't have a very complicated phone, 3 incoming lines and the normal, hold, transfer, and extensions to send to. I know this isn't much different than the other replies but I felt like sending my views. And it is very important to smile while you answer the phone, the caller can hear your smile.
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Anonymous on
8/12/2010 12:43:57 PM
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Thank you for all your feedback. If you have any Standard Operating Procedures in Microsoft Office or in pdf format that you would be willing to share, please send them to me via e-mail at:
rwalton@auburnschl.edu
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rwalton on
8/12/2010 12:05:57 PM
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We have a branding style sheet that indicates our brand for all greetings; voicemail, cell phone, receptionist, and office phone greetings. If you would provide your email address I could forward it to you. Thank you.
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Sandy W on
8/12/2010 11:32:32 AM
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I do backup relief for our receptionist and we do have procedures to follow. It's not policy but it helps when you need to train new people. We have several organizations housed here and the caller ID function helps to answer the call correctly. There is also info on phone functions such as transfer, call park and page, and direct voice mail transfer.
Having a good attitude and being courteous and helpful can only reflect positively on your company.
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Masterg on
8/12/2010 10:39:01 AM
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Hi, yes, we do have an SOP for phone ettiquette. It is very basic, but explains the basics for most employees. ~Use tact and diplomacy in discerning the problem and in directing the caller to the applicable department. Screening phone calls is of utmost importance. Many of the calls that come in to the CEO's office are vendors and should not be put through to the CEO. Vendor calls can be transferred to the department Manager or applicable department. Calls from customers are of the highest priority. Calls that are questions or requests for information may be forwarded to the applicable Manager or Vice President.~ Hope this helps.
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TinkS on
8/12/2010 10:34:59 AM
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I don't know if our company does or not because I'm not involved with the front office but I learned a long time ago to always answer the phone with a smile. The person on the other end of the line can "see" that smile and hear it in your voice and it makes all the difference.
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SLB on
8/12/2010 10:11:40 AM
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