Email+Etiquette+Business+Phone+Etiquette
Content
Email Etiquette
While a lot of people understand the importance of following certain rules when writing a business letter, they often forget these rules when composing an email message. o o o o o o o o o Mind Your Manners Watch Your “Tone” Don’t Reply in Anger Be Concise Don’t Discuss Multiple Subjects In A Single Message Reply In A Timely Manner Don’t Use Email To Criticize Others Don’t Copy The Boss As A Means Of Coercion Use Your Spell Checker And Re-read Your Email
Business Phone Etiquette
Answering Calls for Your Department 1. Answer promptly (before the third ring if possible). 2. Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the 3. 4. 5. 6. calling party. SMILE, speak clearly and GREET the caller. Ask permission to transfer the caller if necessary Take good messages with the date and time. Remember that you may be the first and only contact a person may have with your department. Answer their questions if you can – if you can’t help
them, offer to find out who can and call them back yourself (ANSWER POSITIVELY). 7. If the caller has reached the wrong department, be courteous. 8. If you must put someone on hold, ask first – and more importantly, wait for their answer. When the called party is not in, the following responses should be used both to protect the privacy of the office staff and to give a more tactful response:
What You Mean: "He is out."
Tell the Caller: "He is not in the office at the moment. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "I expect him shortly. Would you like to leave a message on his voicemail?" "She is out of the office for the day. Can someone else help you or would you like her voicemail?" "He is unavailable at the moment. Would you like to leave a message on his voicemail?" "She is unavailable at the moment. Would you like to leave a message on her voicemail?"
"I don't know where he is."
"He is in the men's room."
"He hasn't come in yet."
"She took the day off."
"He doesn't want to be disturbed." "She is busy"
9. Ending the call - Using phrases such as "thank you", "please" and “goodbye” are essential in displaying a professional atmosphere. Be sure to ask “IS THERE ANYTHING ELSE I CAN DO FOR YOU?” Making a Phone Call o Identify yourself and your company. A simple, “Hello, this is Mary Robert from Friendship Haven. May I please speak with Emma George?” will do. o State the purpose of your call and then be sure to ask if you are calling at a convenient time.
Voicemail Etiquette Here are a few tips on such things as greetings and responding to voicemail. 1. Be sure to record your own personal greeting. 2. Include in your greeting your name and department so that people know they have reached the correct person. 3. If you know that you will be on vacation for a few days or leaving the office early or have different hours temporarily, you should record an alternate greeting to let callers know this. * To record a TEMPORARY greeting: Dial 6880 and enter your passcode. Press the U(8) key. Press the T(8) key. Select number of days to play the temporary greeting. Record temporary greeting. * To disable your TEMPORARY greeting: Dial 6880 and enter your passcode. Press the U(8) key. Press the T(8) key. Select 0 for the number of days to use the temporary greeting. Wait for message “Temporary greeting disabled”.
Cell Phone Etiquette
In today’s society, everyone has a cell phone or two, and we must maintain cell phone etiquette while in the workplace. Here are some cell phone etiquette rules that the general workforce continues to break: Rule #1: Program Your Cell Phone - The first thing you should do is make sure before you go in to work every day that you turn your ringer off or that it is set to vibrate. Rule #2: Avoid Annoying or Cutesy Rings - If you must have your ringer on, choose a ring tone wisely. Rule #3: Don’t Talk So Loud, We Can Hear You - For whatever reason, many people talk at top volume when they are on a cell phone. Microphones are sensitive. The person you are calling can hear you. Your co-workers don’t need to. Enough said. Rule #4: Love the One You’re With - Whether you have called it yourself or are merely attending at someone’s request, invitation, or order, a scheduled meeting is not the time for cell phone calls. Don’t answer, turn it off, and get it out of sight.
Rule #5: Set Guidelines for Friends and Family - Many people have to bring their cell phones to work, or have a “work” cell phone. You should discuss with your family and friends the need to only make calls to your cell phone in emergency situations. Additionally, give your children examples of what constitutes an important call. Rule #6: Make Personal Calls in Private - Discussing anything of a private nature that others within earshot might be able to hear is unwise on a number of counts. Unless you want to raise a lot of questions and eyebrows, take calls from those who probably have unpleasant, upsetting, or incriminating information when you have total privacy. Rule #7: Think Before Calling Someone’s Cell – Ask yourself if placing a call to someone’s work cell phone is really necessary. If the message can wait, try their desk phone and leave a voicemail.
While a lot of people understand the importance of following certain rules when writing a business letter, they often forget these rules when composing an email message. o o o o o o o o o Mind Your Manners Watch Your “Tone” Don’t Reply in Anger Be Concise Don’t Discuss Multiple Subjects In A Single Message Reply In A Timely Manner Don’t Use Email To Criticize Others Don’t Copy The Boss As A Means Of Coercion Use Your Spell Checker And Re-read Your Email
Business Phone Etiquette
Answering Calls for Your Department 1. Answer promptly (before the third ring if possible). 2. Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the 3. 4. 5. 6. calling party. SMILE, speak clearly and GREET the caller. Ask permission to transfer the caller if necessary Take good messages with the date and time. Remember that you may be the first and only contact a person may have with your department. Answer their questions if you can – if you can’t help
them, offer to find out who can and call them back yourself (ANSWER POSITIVELY). 7. If the caller has reached the wrong department, be courteous. 8. If you must put someone on hold, ask first – and more importantly, wait for their answer. When the called party is not in, the following responses should be used both to protect the privacy of the office staff and to give a more tactful response:
What You Mean: "He is out."
Tell the Caller: "He is not in the office at the moment. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "He has stepped out of the office. Would you like to leave a message on his voicemail?" "I expect him shortly. Would you like to leave a message on his voicemail?" "She is out of the office for the day. Can someone else help you or would you like her voicemail?" "He is unavailable at the moment. Would you like to leave a message on his voicemail?" "She is unavailable at the moment. Would you like to leave a message on her voicemail?"
"I don't know where he is."
"He is in the men's room."
"He hasn't come in yet."
"She took the day off."
"He doesn't want to be disturbed." "She is busy"
9. Ending the call - Using phrases such as "thank you", "please" and “goodbye” are essential in displaying a professional atmosphere. Be sure to ask “IS THERE ANYTHING ELSE I CAN DO FOR YOU?” Making a Phone Call o Identify yourself and your company. A simple, “Hello, this is Mary Robert from Friendship Haven. May I please speak with Emma George?” will do. o State the purpose of your call and then be sure to ask if you are calling at a convenient time.
Voicemail Etiquette Here are a few tips on such things as greetings and responding to voicemail. 1. Be sure to record your own personal greeting. 2. Include in your greeting your name and department so that people know they have reached the correct person. 3. If you know that you will be on vacation for a few days or leaving the office early or have different hours temporarily, you should record an alternate greeting to let callers know this. * To record a TEMPORARY greeting: Dial 6880 and enter your passcode. Press the U(8) key. Press the T(8) key. Select number of days to play the temporary greeting. Record temporary greeting. * To disable your TEMPORARY greeting: Dial 6880 and enter your passcode. Press the U(8) key. Press the T(8) key. Select 0 for the number of days to use the temporary greeting. Wait for message “Temporary greeting disabled”.
Cell Phone Etiquette
In today’s society, everyone has a cell phone or two, and we must maintain cell phone etiquette while in the workplace. Here are some cell phone etiquette rules that the general workforce continues to break: Rule #1: Program Your Cell Phone - The first thing you should do is make sure before you go in to work every day that you turn your ringer off or that it is set to vibrate. Rule #2: Avoid Annoying or Cutesy Rings - If you must have your ringer on, choose a ring tone wisely. Rule #3: Don’t Talk So Loud, We Can Hear You - For whatever reason, many people talk at top volume when they are on a cell phone. Microphones are sensitive. The person you are calling can hear you. Your co-workers don’t need to. Enough said. Rule #4: Love the One You’re With - Whether you have called it yourself or are merely attending at someone’s request, invitation, or order, a scheduled meeting is not the time for cell phone calls. Don’t answer, turn it off, and get it out of sight.
Rule #5: Set Guidelines for Friends and Family - Many people have to bring their cell phones to work, or have a “work” cell phone. You should discuss with your family and friends the need to only make calls to your cell phone in emergency situations. Additionally, give your children examples of what constitutes an important call. Rule #6: Make Personal Calls in Private - Discussing anything of a private nature that others within earshot might be able to hear is unwise on a number of counts. Unless you want to raise a lot of questions and eyebrows, take calls from those who probably have unpleasant, upsetting, or incriminating information when you have total privacy. Rule #7: Think Before Calling Someone’s Cell – Ask yourself if placing a call to someone’s work cell phone is really necessary. If the message can wait, try their desk phone and leave a voicemail.
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