Basic Phone Etiquette

A Review On Phone Etiquette:

Answering The Phone: Standard Greeting

Name of the Company: "Sta. Clara International,"
Greeting : "Good morning! / Good afternoon! / Good evening!"
Name: "This is (Your Name Here)!"
Offer To Help: "How Can I Help You?"

Standard Greeting: "Sta. Clara International,"Good morning! / Good afternoon! / Good evening! This is (Your Name Here)! How Can I Help You?"

Transferring A Call: Wrong Number

Answer with the Standard Greeting
Inform the Caller of The Wrong Number: "I'm sorry but you've reached / you've been connected to the (Your Department Here)."
Ask for the Caller's Name and Details: "May I know who's calling please and what this is in reference to?" 
Ask Permission To Transfer The Call: "Would you like me to transfer your call, (Caller's Name Here)"

If Caller Says, Yes and agrees to be transferred: "Please stay on the line while I try to transfer your call."
Speak to the Person / Department you are transferring the call to and inform them of the caller's name and details: "Hi, this is (Your Name Here), I have (Caller's Name Here) on the other line. (State Caller's Details Here). Will you take the call, please?"
Making the Actual Transfer: "(Caller's Name Here), I will be transferring your call now but before I do, is there anything else I can help you with?"

If caller says no. Proceed with Transfer: "I'll transfer you call now, Thank you for calling Sta. Clara International"


This is the first of several installments of review lessons that will be posted on this site for everyone's reference. Feel free to post your questions or comments. Is that OK?

Thanks!