The secretary in the office also performs dispatching functions. It is through him that primary contacts and official telephone communications are carried out. The first impression of your company that the person who contacts you gets depends on how competently and professionally the secretary communicates on the phone. Therefore, in order to answer calls, the secretary needs to know business etiquette.
Instructions
Step 1
Always control your emotions and mood. No matter how fun or sad you are, picking up the phone, you must be discreet and businesslike. Your tone should be even, calm, and benevolent. If you are in a hurry to approach and are out of breath, then, before saying the greeting, take a couple of deep breaths and exhalations to normalize breathing.
Step 2
When you receive a call, always start the conversation first, without waiting for what the other end of the handset tells you. This should be a standard introduction and greeting. Say hello and name the company that your interlocutor called. In the event that he did not introduce himself, apologize, ask who you are talking to.
Step 3
Learn about the issues and functions that are performed by the divisions of your company and are resolved by specific specialists in order to correctly forward incoming calls from customers and customers. When transferring a call, state the first and last name of the specialist with whom you are connecting your telephone interlocutor. To the employee to whom you switched the call, tell the name of the caller and the question on which he applied. You should not take on the functions of a consultant, even if you can do it well, let the person resolve his issues with those specialists who are authorized to do this.
Step 4
You can provide background information if such questions arise: full name of your company, last name, first name and patronymic of the director, his deputies and heads of departments, office address. Make and agree with the director a separate list of those persons for whom he will always be free.
Step 5
Be sure to keep a call log. Write down everything that you are asked to convey, do not rely on memory, so as not to forget anything important. All information must be communicated to those for whom it was intended. Specify the name of the company or the last name and first name of the person who is calling, write down the phone number that you can call back, the date and time of the call.
