TELEPHONE ETIQUETTE ASSIGMENT

OFFICE ADMINISTRATION

TELEPHONE ETIQUETTE ASSIGMENT

NAME: ________________________________________________________

Instructions: Below is a telephone conversation that displays poor telephone etiquette. Rewrite the conversation (RECEPTIONIST only) using good telephone etiquette.

TELEPHONE CONVERSATION

(POOR TELEPHONE ETIQUETTE)

RECEPTIONIST: “Hello?

Mrs. Jones: “Good morning, is this Building Society Limited?”

RECEPTIONIST: “Yea”

Mrs. Jones: “I am Mrs. Amanda Jones, one of your customers, from 53 Queen Street, St. Clair. I would like to speak to Mr. Collin Smith.”

RECEPTIONIST: “He ain’t here today.”

Mrs. Jones: “Can I leave a message for him then?”

RECEPTIONIST: “Yea, okay. Lemme get something to write on.”

(Long pause, shuffling papers)

Mrs. Jones: “Hello, are you still there?”

RECEPTIONIST: “Yea okay, go ahead.”

Mrs. Jones: “Please tell Mr. Smith that I am unable to manage a meeting with him on the 25th to discuss a mortgage, and he should phone me to arrange another date.”

RECEPTIONIST: “Alright.”

Mrs. Jones: “My number is 625-1234. Do you want me to repeat that?”

RECEPTIONIST: “No, I got it. Bye.”

TELEPHONE CONVERSATION

(GOOD TELEPHONE ETIQUETTE)

RECEPTIONIST: ____________________________________________________________

____________________________________________________________

____________________________________________________________

Mrs. Jones: “I am Mrs. Amanda Jones, one of your customers, from 53 Queen Street, St. Clair. I would like to speak to Mr. Collin Smith.”

RECEPTIONIST: ____________________________________________________________

____________________________________________________________

____________________________________________________________

Mrs. Jones: No that is okay thank you. Can I leave a message for him?

RECEPTIONIST: ____________________________________________________________

____________________________________________________________

____________________________________________________________

Mrs. Jones: “Please tell Mr. Smith that I am unable to manage a meeting with him on the 25th to discuss a mortgage, and he should phone me to arrange another date.”

RECEPTIONIST: ___________________________________________________________

___________________________________________________________

___________________________________________________________

Mrs. Jones: “Yes, that is correct. My number is 625-1234. Do you want me to repeat that?”

RECEPTIONIST: __________________________________________________________

__________________________________________________________

__________________________________________________________

Mrs. Jones: 625-1234

RECEPTIONIST: __________________________________________________________

__________________________________________________________

__________________________________________________________

Mrs. Jones: No, that is all. Thank you for your assistance.

RECEPTIONIST: __________________________________________________________

__________________________________________________________

__________________________________________________________

TELEPHONE CONVERSATION

(GOOD TELEPHONE ETIQUETTE)

(SAMPLE)

RECEPTIONIST: “Good Morning, Building Society Limited, Ms ____________ speaking. How may I be of assistance?

Mrs. Jones: “I am Mrs. Amanda Jones, one of your customers, from 53 Queen Street, St. Clair. I would like to speak to Mr. Collin Smith.”

RECEPTIONIST: Mr. Smith is out for the day, is there anyone else who can assist you.

Mrs. Jones: No that is okay thank you. Can I leave a message for him?

RECEPTIONIST: Yes, that would be okay. Please go ahead.

Mrs. Jones: “Please tell Mr. Smith that I am unable to manage a meeting with him on the 25th to discuss a mortgage, and he should phone me to arrange another date.”

RECEPTIONIST: You will be unable to meet with him on the 25th of this month, and he should contact you to arrange another date. Am I correct?

Mrs. Jones: “Yes, that is correct. My number is 625-1234. Do you want me to repeat that?”

RECEPTIONIST: “Yes please"

Mrs. Jones: 625-1234

RECEPTIONIST: 625-1234, Got it. Is there anything else I can help you with?

Mrs. Jones: No, that is all. Thank you for your assistance.

RECEPTIONIST: Have a good day.