The telephone is one of the most important public relations tools for your company. It is the first contact most people have with your firm and in many cases the only contact. Ensure you create an image of efficiency by being courteous and willing to help at all times.

• Identify your extension (Ms Scott's office) and follow this up with a greeting.
• Avoid just saying only “Hello”. Rather ask whether you could assist in any way: "May I help you?"
• Be brief but never curt. If you have been instructed to block certain callers, do it tactfully: "Ms Scott is not in his office at the moment, Mr Lark. May I take a message?"
• Make sure that you transfer a call correctly. Find out the name of the caller and the reason for the call. "Who shall I say is calling? May I tell her the nature of the call?"
• If your boss is not in the office, give the caller the option to either (1) ring again (2) leave a message or (3) have his call returned.
• Keep a message pad next to your telephone. Repeat important information like names and telephone numbers to the caller to ensure accuracy. Keep a note of the time the call came through.
• If you cannot immediately supply the information the caller requires, take down his details with the promise you will find out and let him know. And make sure you do it.
• Finishing a call is equally as important. Be brief in your conversation, but do not rush it. Abrupt endings often sound very rude. It is a good idea to say "thank you for calling" at the end of a conversation that again makes the caller feel important and “listened to”. Don't put the phone down in the caller's ear – always let them hang up first after you have said goodbye.

Tips:

• Answer promptly and warmly.
• Remember to speak directly into the mouthpiece.
• Speak distinctly and not too fast.
• Use simple language to avoid misunderstandings.
• Always use the caller's name. It makes them feel important.