Telephone Ethics

Creating a good impression on the telephone

How is it possible to create a good impression when a member of a staff is speaking to an inquirer on the telephone and cannot be seen? There are a few basic rules to remember when using the telephone at work.


Taking a call

· Greet the caller with “good morning” or” good afternoon”, and give the name of the firm;

· Ask, how may I help you?

· Sound bright and friendly. Try smiling on the telephone – it helps!

· Keep paper and pen next to the telephone and make clear notes. To assure the caller that all details have been recorded accurately, read them back. Always make sure that the message gets to the person it is intended for.

· Don’t keep a caller hanging on for a long time while your look fro information. Apologise and inform the caller that the inquiry is being dealt with as promptly as possible.

· At the end o the call, check the enquirer is satisfied that the call has been adequately dealt with.

· Say “…good-bye”, thank the enquirer for calling and let the enquirer put down the receiver first. This not only shows good manners but also gives the enquirer the final chance to ask a question.


Making a call

The same techniques apply when making a call. It helps if you are clear about what you want. Making notes of complicated information helps, especially if you are about to an answering machine.


Taking messages
Callers often wish to speak to another member of staff who is not available at the time.

This means that whoever answers he telephone has to take a message. Telephone message should:

· Include the callers name, title and telephone number

· Include the name f the person who is to receive the message and the date and the time of the call

· Be clear and to the point

· Include the name of the person who took the message


Answerphones

Don’t forget that answerphones and their message are also a first point of contact and therefore create impressions. Care should be taken when recording your message and when you record/log the calls.



Telephone Protocols


· Some of you may already be aware of the telephone protocol for lawyers and office staff and these are being put into practice; others may not be aware or may be aware but are not practicing it fully or properly. Whichever category you fall into, you are well reminded of the importance of telephone protocol. Despite technological advances like facsimiles and e-mail, the telephone continues to be one of the most important, if not the most important, of communication tools. If used properly, it can be a great ally in getting a job doe. On the flip side, if used incorrectly, all your effort in establishing a relationship with the other party may be erased.