Telephone Technique

Promptness

Answer the telephone promptly.

Voice and Manner

Be courteous and speak in a clear voice. Be aware of the image your voice projects.

• Speak with a “smile” in your voice.
• Be courteous and respectful.
• Give your full attention to the caller.
• Be aware of projecting a negative image such as boredom, impatience, or irritability.

Taking Messages

The following items make a complete message:

• Date and time of the message.
• To whom the message is directed.
• Caller’s name and telephone number, including the area code, if necessary.
• Case # and name.
• The concise message.
• Your initials.

Before ending the call, verify the information taken above is correct.

Transferring Calls

When transferring a call to a worker assigned to a specific case, ensure that the caller knows the name and number of the person to whom the call is being transferred, in the event the caller is disconnected. For cases that are assigned to a caseload, not a specific worker, 

For cases not assigned to a specific worker, but to a caseload # instead, transfer the call to the Information Supervisor of the day line.

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