Page 24 - Cowch eBook - Staff Manual 2019
P. 24
ANSWERING THE PHONE
The phone at Cowch must be answered within three rings. It is
important that the phone is answered with a smile in your voice, in a
professional and positive way; remember this could be the caller’s first
impression.
When answering the phone, be sure to have the appropriate tools for
taking a call e.g. pen and paper.
Be sure to have a smile in your voice, (although they can’t see you,
they can hear whether you are smiling or not) be happy, clear and
confident.
The phone will be answered in the following way:
“Good (morning/ afternoon / evening) – Cowch (location), this is
(insert your name)”
It may sound like this:
“Good morning. Cowch South Bank. This is Tom”.
It is important to say your name as this personalises the call and helps
if they need to follow up on any requests in the future. It is important
to say your name last, as it is easier for the caller to remember.
Never show frustration or sound like you are too busy to take their
call (even when you are) and be patient. When language barriers are
apparent speak clearly and at an appropriate pace.
When taking messages:
Ensure you write down the following
details.
• Name of the caller
• Phone number of the caller (even if
they have given an email address)
• The message, or reason for their call
Ensure spelling is correct and confirm
the telephone number with the caller.
Most importantly: ensure the right
person receives the message as soon
as possible.
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