In a group project, my classmate wrote an outline for best practices for answering the phone and taking messages. I wrote the outline for best practices for answering emails, and I created the powerpoint.


Best practices for answering emails:

• Proof read the email before it is sent
• Email your email to yourself before sending it to the recipient 
• Keep the email short and to the point
• Only send one email to someone and wait for their response
• No spam
• Email in such a way that it could be read aloud
• Be professional
• No text talk or gossip
• Keep subjects short, no more than 3 words

Best Practices for answering the phone:

-         Answer the phone in a timely manner (On the 2^nd ring at the latest)

-         Always smile

-         Have a proper greeting

1.       “Good Morning, Good Afternoon”

2.       State the name of the company/department

3.       State your name

4.       “How may I help you?”

Example: “Good Morning, Dr. Smith’s office, this is Megan, how may I help you?”

-         Do not interrupt a customer, wait until they are finished speaking

-         Use reflective listening

o    Repeat the important information back to clients so they fully understand everything

Example: “Okay Sue, so we will see you tomorrow morning at 9:15 for your follow-up appointment.”

-         When putting people on hold

o    Be sure to ask the client if it is okay

o    Check back with them every thirty or forty seconds so they know you are still there and will be with them soon

Example: “Hi this is Dr. Smith’s office, I am currently with a client at this time, so may I put you on hold?”

-         Hanging up

o    Be sure to say a proper closing like “Have a great day”

Example: “Okay, thank you, have a great day.”

Best Practices of Taking a Message:

-         Be sure to always have paper and a pencil ready to take notes

o    Have 2 pens/pencils ready to use

-         Write down…

1.       Caller’s name

2.       Company (if necessary)

3.       Telephone number (with area code)

4.       Their message

-         Be sure to also write down the date and time of the call

o    This could help with certification and legal reasons

-         Make sure to spell everything correct

o    Caller’s name and company

o    Note whether the message is urgent

§  The message recipient then knows how quickly to respond

-         Read the messages details back to the caller’s before hanging up to ensure nothing was forgotten

-         Initial at the bottom of the message

o    If clarification is needed, the recipient knows who to contact

-         Make sure the message is kept in a place that is accessible and easily found so it can be delivered to the recipient at the earliest convenience