The following information should be recorded when taking a message: who message is for, the caller's name, date & time of call, and the purpose of call.
Each time you use the telephone for communication, you are creating an image of Billy Excavation & Equipment, Corp. for other employees!
Telephone calls are many times a customer's first impression.
You may lay the receiver on the desk without using the hold button when you are waiting on someone else to pick up the phone.
"Billy Excavation, how may I help you?"
"Billy Excavation & Equipment, how are you doing today?"
"This is (name), you have reached Billy Excavation."
"Billy Excavation, this is (name), how may I help you?"
“Billy Excavation & Equipment, how may I help you?”
Always use hold when leaving caller
Obtain the name of the caller
Obtain the nature of the call
Identify & note which line the caller is on
Ask, “May I put you on hold?” or “Do you have time to hold?”
The name of the caller
The nature of the call
Which line it is on
"Mr. Smith, please pick up line 2."
“Mr. Smith, Ben Johnson is on line 2 regarding a mechanical problem with the Bobcat 350.”
"Mr. Smith, your mom is on line 2. She wants to know if you got that problem with your prostate checked."
"Mr. Smith, there's a problem with the Bobcat. Someone is on line 2 who wants somebody to come out and fix it."
"Hey, pick up line 2. Somebody is on there about a problem with the Bobcat."
Who message is for
Caller’s name and your name
Date & time of call
Purpose of call
Is return call expected? If so, the number to call
The intercom system can be used to page any employee or customer in the building.
The intercom system should be the first thing used when paging an employee.
The intercom system should never be used.
The intercom system should be used ONLY after attempting to reach an employee via his/her extension.
"Mr. Smith, Line 2...Mr. Smith, Line 2."
"Mr. Smith, Please pick up line 2...Thank You."
“Mr. Smith, Caterpillar on Line 2...Mr. Smith, Caterpillar on Line 2.”
"Mr. Smith, Caterpillar is on Line 2 for you...Mr. Smith, Caterpillar is on Line 2 for you."
"Mr. Smith, your doctor is on Line 2 with the results of your prostate exam...Thank You."
Use the CC (Carbon Copy) function to copy your message to everyone.
Clearly summarize your message in the subject line.
FWDs that are funny should be sent to everyone in the office. Everyone loves a joke!
Company e-mail should not be used for any illegal or pornographic material.
Check your e-mail inbox regularly, throughout each day.
Insert sheet(s) of paper to be faxed, dial the destination number, push send.
Make a copy of the document, as the original will be transported to the recipient.
The document prints on a receiving machine.
Don’t forget area codes.