Telephone Answering Procedure

When answering a telephone in the Agency, the following verbal greetings and responses should be used for clear, simple and effective communication. 

Greeting

Use the following greeting when answering the telephone:

1. “Good Morning” or “Good Afternoon.”
2. Identify the name of the office; for example, South County Social Services, Assistance Application Center, Adoptions, etc.
3. Provide your first name.
4. “May I help you” / “How may I help you?”

Key Phrases to Use

Do NOT assume the caller is a client.

Do NOT Say:	DO Say:
“Hold” or “Hang on, please.”	“Will you hold a moment please?”
“Are you a client?” “Is this personal?”	“Is this regarding a case?”
“Could you call back later?” “Call back in 10 minutes.” “He/She is on break now.” “He/She is not at his/her desk.” “I don't know where he/she is.” “There is nobody here to help you.” “Everyone's at lunch, call back at 1:00.” “Worker is on sick leave/vacation/strike.”	“The worker is not available, would you like his/her voice mail?”
“The worker will call you back.”	“Someone will return your call within two business days.”

When Several Lines Ring at Once

Use the following greeting when several lines ring at the same time:

1. Identify the name of the office; for example, General Assistance, CBS (Continuing Benefit Services), etc.
2. “Will you hold a moment please?”
   1. Wait for a response from the caller BEFORE placing him/her on hold.
   2. Take calls in the order received as soon as possible.
3. “Good Morning” / “Good Afternoon.”
4. “Thank you for waiting.”
5. “This is (first name).”
6. “May I help you?”/ “How may 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