Telephone Answering Policy

Employees must treat callers in a helpful, informative, courteous and respectful manner. Employees must NOT answer the telephone while eating, drinking, or chewing gum. Because the telephone picks up background noises, staff must refrain from speaking loud and laughing. If there are disruptions in the area while answering the telephone, place the caller on hold and ask for consideration and silence. 

Employees must make every effort to provide the caller with the information requested or to connect the client with the appropriate person or resource.

As a governmental agency we are held publicly accountable. Employees must always provide callers with their name when answering the phone (i.e., Good afternoon, Assistance Application Center, this is Mary, how can I help you?)

Related Topics

Introduction

Telephone Answering Policy

Telephone Technique

Telephone Answering Procedure

Telephone Answering Guidelines

California Relay Services (CRS)

Personal Telephone Calls

Department of Employment and Benefit Services Collect Calls

Threatening Calls/Bomb Threat Procedures

Confidentiality