City of Coral Gables

Telephone and E-mail Etiquette Guide

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City of Coral Gables

TELEPHONE ETIQUETTE GUIDE

Proper telephone etiquette is very important in that you are representing your department and the City of Coral Gables. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, your department, and the City of Coral Gables in general. Following are some helpful hints to make your phone conversations more effective.

Here are a few key things to remember when it comes to phone etiquette:

• Use “thank you” and “please,” it is essential to providing a professional atmosphere.

• Listen actively and listen to others without interrupting. • Make sure that people do not dread having to answer their phone or call your

department.

ANSWERING CALLS FOR YOUR DEPARTMENT 1. Answer promptly (before the third ring if possible). Answering a phone too fast can

catch the caller off guard, and waiting too long can make the caller angry. 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 calling party. 3. Answer with a friendly greeting such as “Good Afternoon, the City of Coral Gables,

_____________ Department, ______________ speaking, how may I help you?” 4. Smile – it shows, even through the phone lines. Speak clearly and distinctly in a

pleasant tone of voice. 5. Ask for the caller’s name, even if the name is not necessary for the call. This shows

you have taken an interest in the caller. 6. Use hold button when leaving the line so that the caller does not accidentally hear

conversations being held nearby. When putting a caller on hold, always ask permission. Examples: “Would you mind holding while I check?” or “Can you hold briefly while I see if _____________ is available?”.

7. When taking a caller off hold, always thank him/her for holding. 8. When transferring a call, be sure to explain to the caller what you are doing and

where the call is being transferred. Also, provide a phone number in case connection is lost.

9. Remember that you may be the first and only contact a person may have with your department, and that first impression will stay with the caller long after the call is completed.

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10. If the caller has reached the wrong department, be courteous. Sometimes a call may have been transferred all over the City for the answer to a simple question. Please attempt to find out where they should call/to whom they should speak. The caller will greatly appreciate it.

11. 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: Tell the Caller:

“He/She is out.” “He/She is not in the office at the moment. Would you like to leave a message on his voicemail?”

“I don’t know where he/she is.” “He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?”

“He/She is in the restroom.” “He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?”

“He/She hasn’t come in yet.” “I expect him/her shortly. Would you like to leave a message on his/her voicemail?”

“She/He took the day off.” “She/He is out of the office for the day. Would you like to leave a message on her/his voicemail?”

“He/She doesn’t want to be disturbed.” “He/She is unavailable at the moment. Would you like to leave a message on his/her voicemail?”

“She/He is busy.” “She/He is out of the office for the day. Would you like to leave a message on her/his voicemail?”

TRANSFERRING CALLS To transfer a call:

1. Let the caller know to what department you are transferring the call and transfer them to the desired person’s extension rather than to an operator. That way the caller will not have to explain his/her request another time, and it will cut down on the number of times the caller needs to be transferred.

2. Transfer the call for the caller and provide the telephone number in case communication is lost.

To announce a call:

1. Ask the name of the caller and what the call is in regards to. 2. Ask the caller if they wouldn’t mind holding for a brief moment. 3. Dial the extension of the person the caller wants to speak to (i.e. x5555 for Jane Smith). 4. Wait for the person to answer. 5. Tell the person (i.e. Jane) who is calling. 6. A) If the person accepts the call, press transfer.

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B) If the person asks you to take a message, then press the button where the caller is holding. From there you can take a paper message or transfer directly to a person’s voicemail.

PROPER TELEPHONE PROCEDURES Remember that you are representing your department and etiquette is very important. Using phases such as “thank you” and “please” are essential in displaying a professional atmosphere.

Make sure to answer before the third ring • Examples of greetings can be: “City Manager’s Office, may I help you?” OR “Good

morning”… you get the idea. Use a greeting that is going to give the caller the impression the City is in fact professional and pleasant.

If you are currently on one line and another line rings: • Tell the first caller to “Please hold” • Place caller on hold • Answer the ringing line saying, “[Department name} – please hold” • Place second caller on hold • Return to first caller and complete the call • Go back to the second caller • Say, “Thank you for holding, may I help you?”

Note: Sometimes you will have many lines ringing all at once. Please remember to write down the name of the calls holding so you avoid asking who the caller is holding for more than once.

Screening Calls

Answer the phone by saying: “[Department name], how may I help you?”

If the caller asks to speak to the director (for example), ask “May I tell him/her who is calling?” • Ask the caller “What is this in regard to?” (if appropriate) • Press transfer and the extension • Wait for the director to answer • Announce the name of the caller • Wait for a response as to whether the call will betaken

- If the called party wishes to take the call, press the transfer button again - If the called party does not wish to take the call, go back to the caller and say:

“__________________ is out of the office, may I take a message or would you like his/her voicemail?”

Taking Messages

1. Be prepared with pen and message slip when you answer the phone. 2. When taking messages be sure to ask for:

a. Caller’s name (asking the caller for correct spelling), and b. Caller’s phone number and/or extension (including area code). c. Ask what the call is in regard to.

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3. Repeat the message to the caller. 4. Be sure to fill in the date, time, and your initials. 5. Place the message slip in the called party’s inbox or in a conspicuous place in their office,

such as their chair. You can also email the message to the called party. 6. Don’t forget that you can transfer them to voicemail instead of taking a paper message,

but don’t forget to ask, “Would you like me to transfer you to _______________’s voicemail?” Do not assume that the caller would rather go to voicemail. Always ask first.

Handling Rude or Impatient Callers

1. Stay calm. Try to remain diplomatic and polite. Getting angry will only make the caller more angry.

2. Always show willingness to resolve the problem or conflict. 3. Try to think like the caller. Remember, their problems and concerns are important. 4. If you are in a non-supervisory position, offer to have your supervisor talk to the caller or

call him/her back if the caller persists. 5. If you are a supervisor, be willing to handle irate callers. Speak slowly and calmly. Be

firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help.

PROPER TELEPHONE HABITS FOR EVERYONE When answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a proper level of professionalism. Proper etiquette leaves callers with a favorable impression of you, your department, and the City of Coral Gables in general. You’ll also find that others treat you with more respect and are willing to go out of their way to assist you when you use the proper etiquette.

Answering Your Phone

1. Answer your calls within three rings (if possible). 2. Always identify yourself when you answer the phone: “This is__________________.” 3. Speak in a pleasant tone of voice – the caller will appreciate it. 4. Learn to listen actively and listen to other without interrupting. 5. When you are out of the office or away from your desk for more than a few minutes

forward your phone to voicemail. 6. Use the hold button when leaving a line so that the caller does not accidentally overhear

conversations being held nearby. 7. If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred

all over the City with a simple questions and the caller becomes frustrated. If possible, take the time to find out where they should be calling/to whom they should be speaking.

Making Calls

1. When you call someone and they answer the phone, do not say “Who am I speaking with?” without first identifying yourself: “This is ________________. To whom am I speaking?”

2. Always know and state the purpose of the communication.

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3. When you reach a wrong number, don’t argue with the person who answered the call or keep them on the line. Say: “I’m sorry, I must have the wrong number. Please excuse the interruption.” And then hang up.

4. If you told a person you would call at a certain time call as you promised, if you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call.

5. If you don’t leave a number/message for someone to all you back, don’t become angry if they are not available when you call again.

Keep in mind the Golden Rule when it comes to phone etiquette. Don’t make people dread having to answer the phone or call your department.

How to End Conversations Gracefully

There are several ways that you can end a long phone call without making up a story or sounding rude:

1. Leave the conversation open. 2. Promise to finish your discussion at another time. 3. End on an “up” note. 4. Tell the person how much you’ve enjoyed speaking with him/her. 5. Before hanging up, be sure that you have answered all the caller’s questions. 6. Always end with a pleasantry such as “Have a nice day” or “It was nice speaking with

you.”

Voicemail Etiquette

Voicemail has many benefits and advantages when used properly. However, you should not hide behind voicemail. If callers constantly reach your voicemail instead of you, callers will suspect that you are avoiding calls. Here are a few tips on such thigs as greetings and responding to voicemail.

Voicemail Greeting

1. Be sure to record your own personal greeting; do not use the standard default greeting or have another person record your greeting. People tend to feel that the personal communication touch has already been lost because of voicemail. If a female voice says that “Joe Smith is not available,” the caller will not be convinced that you listen to your voicemail.

2. Write down what you want to say in your greeting and practice saying it a few times before recording. Even if the greeting sounds like you are reading it, it will ensure that you don’t spend as much time trying to record it “just right.”

3. In your greeting, include your name, the City of Coral Gables, and department so that people know the correct person has been reached.

4. Your regular greeting should include your normal work hours. 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. Callers will know that they cannot expect a callback for a few hours or a few days.

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5. When you leave for the day or will be away from your desk for an extended period of time, forward your line to your voicemail using the call forwarding feature as a courtesy to your callers. Call forwarding means that your callers don’t have to wait through an enter ring cycle before leaving a voicemail message for you.

6. If your phone is the main department extension, you might want to consider playing an alternate greeting when you are closed.

Checking Messages and Returning Calls

1. Check your messages daily and return messages within 24 hours. If it will take longer than 24 hours, call the person and advise. Callers should feel comfortable that you are checking your voicemail daily.

2. Reply, forward, or delete messages immediately. Keep your mailbox clean. Saved messages kept longer than a week take up needless space in your mailbox.

3. If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending the message.

Leaving a Voicemail Message for Another Person

1. Speak clearly and slowly. 2. Be sure to leave your name and extension number. It’s best to say it at the beginning and

end of your message. 3. Keep messages short and to the point. 4. Remember that you want to leave the person you are calling with a good impression of

you. 5. Leave the date and time you called in the message. Let the person know the best time to

call you back. 6. Cover one topic in one message; specify what you want the recipient to do.

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GUIDELINES FOR EFFECTIVE E-MAIL

COMMUNICATION

E-mail resources are made available to City employees to support and promote official City business. It is inappropriate for employees to use these resources for personal use, private gain, to state as “city positions” those which are not officially endorsed by the City, illegal purposes, or for inappropriate use. Individuals sending e–mail will be held responsible for the content of their messages, for ensuring that the information provided relates to their department’s official duties and responsibilities, and that its use is for official and not for personal purposes. Users of electronic mail shall not send messages that are libelous, patently offensive, or that intimidate, threaten, demean, or harass individuals or groups, or that would otherwise bring discredit to the City of Coral Gables.

Blast e-mails to all City personnel must be previously approved by the Human Resources Director and the City Manager. Departmental personnel shall follow their respective standard operating procedures regarding approvals of e-mail communication through department chain of command.

In order to maintain efficiency when dealing with customer complaints, responses to the public must be addressed directly with the respective department immediate supervisor. The immediate supervisor must discuss the plan of action with the department Director prior to responding to the complainant. Refer to RULE 23.3.7 of the City’s Rules and Regulations.

E-mail Messages are Public Records

E-mail messages are public records, and in most cases open to disclosure, inspection, or discoverable as evidence to support litigation. Don’t commit anything to e-mail that you wouldn’t want to become public knowledge.

There is always the chance that your message could end up in someone else’s hands. Be aware that e-mail messages are retained in SourceOne for up to ten (10) years after they are deleted from the mail system. In addition, you should assume that electronic mail transmitted via the Internet is not secure.

Forwarding

When forwarding a message, refrain from simply hitting “forward” and sending the message without an explanation. Always include a message about why it is important to the recipient and what, if any, action the recipient should take. When you are putting a customer into contact with the correct person to handle their inquiry, then copy the customer on the message forwarded to your work colleague.

Do not forward to work colleagues or customers:

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• Joke e-mails; • Religious emails; • Virus warnings; • Chain letter e-mails; or • Anything not work-related.

Carbon Copy

A long list of e-mail addresses at the beginning of an e-mail is an immediate sign that the sender does not respect the privacy of those on the list. To some people, and email address is like their phone number. Only the owner of the e-mail address or phone number is the one to authorize whom they want to have it and whether it should be made public. Many people prefer to decide for themselves who has their e-mail address.

By sending a mass e-mail to a list of recipients, you have decided for everyone in the list that everyone else on the list should have their e-mail address. When it is necessary to send the same e-mail to many recipients, the recipients should be listed in the Blind Carbon Copy (BCC) field. A recipient whose address is listed in the BCC field will receive a copy of the e-mail, but the address cannot be seen by other recipients.

Avoid Sending E-mail in Anger or as an Emotional Response

It is best not to send these kinds of messages over e-mail. Such situations are better worked out in person or in another forum. If you are caught in an argument or disagreement, keep the discussion focused on issues rather than the personalities involved.

If you receive a message or posting that generates negative feelings, set it aside and reread it later. An immediate response is often a hasty response. On most systems, once you send a message you are committed to it, and cannot retract it. Re-read your e-mail for content and tone before you send it. Don’t rule out the possibility that a misunderstanding or misinterpretation might occur. It is common with e-mail because of the lack of physical cues present in face-to-face communication.

Respect the Privacy Rights of Others

Don’t invade others privacy. Don’t read other people’s e-mail. If you receive e-mail meant for someone else, use the same consideration you would with traditional mail. Inform the appropriate party, see that the mail is returned, and notify your network administrator. Never give out personal contact information of others without their specific permission to do so; only provide City contact information including work phone line and/or e-mail address.

Confidential Information

Please safeguard how confidential information is sent or received via e-mail. It is the operating department’s as well as e-mail user’s responsibility to safeguard confidential information that they work with and access within the scope of their duties and functions to the City of Coral Gables.

Out-of-Office Notice

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If away from your desk for a day or more, please utilize your Out-of-Office Notice system alerting e-mail senders that you are not available to respond to their e-mail. Post information as to when you will be able to return, or designate another team member that they can contact in your absence.

IF YOU SHOULD HAVE ANY QUESTIONS CONTACT THE HUMAN RESOURCES DEPARTMENT AT (305) 460-5523.