Text 10

1. Read and translate the text.

Tips for Telephone Etiquette

The following checklist will assist you in practicing good telephone etiquette and performing your telephone answering responsibilities in a professional manner.

1. Ask the caller, "To whom am I speaking?"

2. Avoid unnecessary jargon and acronyms in your conversations.

3. Use the caller's name in your conversation.

4. Practice good listening skills.

5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

6. Before placing callers on hold, ask their permission first and thank them.

7. It is better, to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept the caller on hold too long.

8. Do not forget to return the call as you promised.

9. Do not permit the phone to ring into the office more than three times.

10. Always use a pleasant, congenial and friendly tone.

11. Never interrupt the person while he/she is talking to you.

12. Never engage in an argument with a caller.

13. Do not handle an unhappy caller's concern openly at the checkin-checkout desk.

14. Do not make it a habit of receiving personal calls at work.

15. Do not answer the phone if you are eating or chewing a gum.

16. Do not give the impression that you are rushed. It is better to return the call when you can give a person the time they need to handle the reason for their call.

17. Learn how to handle several callers simultaneously with ease and grace.

18. Return calls promptly that have been left on voice mail and ansafones.

19. Always get the best number (and an alternate) at the best time to have a call returned to the caller, especially if a manager or another team member must return the call.

20. Do not ever leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."

21. Always make collection calls in private and away from the patient flow or public areas.

22. If possible, provide a telephone for patients/customers/clients to use! The area providing privacy is preferred.

23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.

24. Who hanging up the phone, make sure the caller or the person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone gently. It is recommended a remote, handless headset for the business staff. They are wonderful.

25. This will solve hanging up as you push release on the headset to hang up the phone. It also does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.)

26. When you take a call, turn away from your computer or desk. Don't allow other distractions to take your attention away from the caller.

27. Always have something available to write with at your hand.

28. Answer calls on the second or third ring.

29. Smile when you answer your calls. Even though the callers can't see it, they'll hear the smile in your voice.

30. Use a "telephone voice’ in which you control your volume and speed. Speak clearly.

31. Be enthusiastic and respectful.

32. If there is a problem, be concerned, empathetic, and apologetic.

33. Thank the callers for calling. Ask them to call again.

34. Never eat, drink or chew a gum while you are on a call.

2. Make a summary of the given text.

3. Put 15 questions of different types to the text if it is possible.

4. Discuss the contents of the text.

5. Make up a dialogue on the basis of the text.

6. Retell the text in detail.