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Phone Etiquette

Communicating over the phone is an integral component of conducting business for many here at Azusa Pacific University. Below are some helpful tips and phone techniques that will help to make your phone conversations more effective.

Create a Good First Impression

Putting Callers on Hold

Ask permission before putting a caller on hold.

Examples:
"Would you mind holding while I get your file?"

"Can you please hold briefly while I see if Mr. Jones is available?"

When taking a caller off of hold, thank them for holding.

Transferring a Caller

  1. If the caller needs to speak to another person or department, transfer the caller directly to the desired person’s extension or voicemail, not to the operator. This will prevent the caller from having to explain his or her request again and reduce the number of times the caller is transferred.
  2. When transferring a caller, tell them who they are being transferred to, and announce the caller to the person you are transferring them to.

Taking Phone Messages

When taking a phone message for someone, be sure to include the following information:

Last Impressions