IAAP – Municipal Employees Chapter

Every time you make or receive a telephone call at work you are representing the County and the Office of the Tax Commissioner. The impression you create can be a lasting one, so you’ll want to make sure your voice and manner always show you at your alert and attractive best.

When you are warm and friendly, courteous and tactful you stand out as someone special.

FIVE WAYS TO SOUND AS GOOD AS YOU REALLY ARE:

1. Alertness – Show that you are wide-a-wake, ready to help the person on the line
2. Pleasantness – Put a smile in your voice
3. Naturalness – Use simple, straight-forward language. Avoid technical terms and slang
4. Distinctness – Speak directly into the telephone transmitter, pronouncing your words clearly and carefully.
5. Expressiveness – Talk at a moderate rate and volume, but vary the tone of your voice. This will add emphasis and vitality to what you say.

WHEN YOUR TELEPHONE RINGS:

• Answer Promptly – Quick service helps build a reputation of efficiency for you and the county, so try to answer on the first ring, if possible.
• Identify Yourself – It gets the conversation off to a good start and helps personalize the call.
• Be Friendly – Show that you’re interested. Be a good listener so the person will not have to repeat what he/she says.
• Be Considerate – Don’t try to carry on two conversations at once. Callers shouldn’t be made to feel they’re competing with people in your office for your attention.

KEEP IN TOUCH:

When you must leave the line to obtain information for the caller, it’s courteous to say, “Can you hold? Or should I call you back?” If the person chooses to stay on the line, use the “hold button” or lay the receiver down gently. Should it take longer than expected to gather material, return to the line every 30 seconds or so to assure the caller you’re working on the request. You might say, “Miss________, I’m still checking on that for you.” When you have the information, thank the caller for waiting.

Transfer a call only when necessary. Handle the call yourself, if you can. But when you need to transfer a call, explain why you’re connecting the customer with someone else. Be sure the party wants to be transferred. If not, offer to have someone call back. If the caller agrees to stay on the line, then transfer the call to the appropriate person.

Take time to give the call a good ending. Thank the person for calling and do your best to close the conversation in a way that will leave the party feeling satisfied. After you say good-bye, let the caller hang up first.

TELEPHONE COURTESY:

• It’s better to spend a few minutes keeping a customer happy than to work hours regaining goodwill.
• Greet callers pleasantly, be enthusiastic and sincere.
• Use the person’s name.
• Treat every call as an important call. When customers feel you are giving them personal consideration, they’ll have more confidence in you and the county.
• Be tactful. When it’s necessary to refuse a request because of county policy, give a full and sympathetic explanation.
• Use common courtesy words – say “Please,” “Thank you” and “You’re Welcome.”
• Keep your promises.
• Suggest an appropriate time to return calls.
• Apologize for errors or delays.
• Show co-workers the same courtesy you show customers.

YOU CAN BE A GOOD LISTENER:

• Limit your own talking
• Think like the customer
• Ask questions
• Don’t interrupt unless necessary
• Concentrate on what’s being said
• Take notes
• Listen for ideas—not just words
• Add an occasional “Yes, I see”
• Turn off your own worries
• Prepare in advance
• React to ideas—not to people
• Don’t jump to conclusions
• Listen to tone of voice