Initial Greeting
Answer the phone within ___ rings.
What is 3 rings?
Before you transfer the call
What is Thank you Mr./Mrs. callers Surname.
Do speak clearly and distinctively.
What is Don't mutter.
Who should hang up the phone first?
What is The Caller
Never use the ___________ _____________ to place someone on hold
What is Mute button
Thank you for calling Laredo Specialty Hospital - Your ___________ this is ______. How may I help you.
What is your department and name?
After you dial colleague's local to transfer the call
Be enthusiastic!
What is don't sound tired.
How many seconds do we have to make a good impression on the phone call?
What is 30 seconds
What is the proper procedure if you need to keep a person on hold longer than 2 minutes?
What is Ask the caller if they mind continuing to hold.
If caller asks for you?
What is This is your name, May I ask who is calling please.
If no one answers the local
What is Thank you for waiting, Mr./Mrs. Caller's Surname. I am sorry, Name of colleague may not be in his/her office right now
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What is NO
Because communication is so important, you should...
a) Keep _______ to a minimum
b) Be friendly and show _____________.
What is
a. distractions
b. empathy
After hold
What is make it personal: say Mr./Mrs. Caller's name. Thank you for waiting.
What is Thank you, Mr./Mrs. Caller. How may I help you.
Effective accurate message
What is Date, Time, Name of caller, call back number and reference, if applicable.
Be prepared with information to answer questions.
What is Don't be uninformed.
It is essential to have what next to you when you answer a phone call?
What is Pen and Paper
It is acceptable to interrupt caller who is talking to place them on hold.
What is No.
If a caller asks for colleague and you do not know if he/she is available.
What is Let me check if Name of colleague is in his/her office right now. May I tell him/her who's calling please?
When using paging system
What is hang up the line prior to setting phone back on
Do talk in a positive mood.
What is don't be negative.
What are the 2 most important pieces of information to get from the caller when taking a call?
What is Name and reason for call
What acronym do we use to describe the proper procedure for placing a guest on hold? What do the letters stand for?
What is RIGHT. R - Request permission, I - Indicate the time of hold, G - Get agreement before placing on hold, H - Hold time 2 minutes or less, T - Thank the guest by name.