OFFICE ADMINISTRATION
TELEPHONE ETIQUETTE ASSIGMENT
NAME: ________________________________________________________
Instructions: Below is a telephone conversation that displays poor telephone etiquette. Rewrite the conversation (RECEPTIONIST only) using good telephone etiquette.
TELEPHONE CONVERSATION
(POOR TELEPHONE ETIQUETTE)
RECEPTIONIST: “Hello?
Mrs. Jones: “Good morning, is this Building Society Limited?”
RECEPTIONIST: “Yea”
Mrs. Jones: “I am Mrs. Amanda Jones, one of your customers, from 53 Queen Street, St. Clair. I would like to speak to Mr. Collin Smith.”
RECEPTIONIST: “He ain’t here today.”
Mrs. Jones: “Can I leave a message for him then?”
RECEPTIONIST: “Yea, okay. Lemme get something to write on.”
(Long pause, shuffling papers)
Mrs. Jones: “Hello, are you still there?”
RECEPTIONIST: “Yea okay, go ahead.”
Mrs. Jones: “Please tell Mr. Smith that I am unable to manage a meeting with him on the 25th to discuss a mortgage, and he should phone me to arrange another date.”
RECEPTIONIST: “Alright.”
Mrs. Jones: “My number is 625-1234. Do you want me to repeat that?”
RECEPTIONIST: “No, I got it. Bye.”
TELEPHONE CONVERSATION
(GOOD TELEPHONE ETIQUETTE)
RECEPTIONIST: ____________________________________________________________
____________________________________________________________
____________________________________________________________
Mrs. Jones: “I am Mrs. Amanda Jones, one of your customers, from 53 Queen Street, St. Clair. I would like to speak to Mr. Collin Smith.”
RECEPTIONIST: ____________________________________________________________
____________________________________________________________
____________________________________________________________
Mrs. Jones: No that is okay thank you. Can I leave a message for him?
RECEPTIONIST: ____________________________________________________________
____________________________________________________________
____________________________________________________________
Mrs. Jones: “Please tell Mr. Smith that I am unable to manage a meeting with him on the 25th to discuss a mortgage, and he should phone me to arrange another date.”
RECEPTIONIST: ___________________________________________________________
___________________________________________________________
___________________________________________________________
Mrs. Jones: “Yes, that is correct. My number is 625-1234. Do you want me to repeat that?”
RECEPTIONIST: __________________________________________________________
__________________________________________________________
__________________________________________________________
Mrs. Jones: 625-1234
RECEPTIONIST: __________________________________________________________
__________________________________________________________
__________________________________________________________
Mrs. Jones: No, that is all. Thank you for your assistance.
RECEPTIONIST: __________________________________________________________
__________________________________________________________
__________________________________________________________
TELEPHONE CONVERSATION
(GOOD TELEPHONE ETIQUETTE)
(SAMPLE)
RECEPTIONIST: “Good Morning, Building Society Limited, Ms ____________ speaking. How may I be of assistance?
Mrs. Jones: “I am Mrs. Amanda Jones, one of your customers, from 53 Queen Street, St. Clair. I would like to speak to Mr. Collin Smith.”
RECEPTIONIST: Mr. Smith is out for the day, is there anyone else who can assist you.
Mrs. Jones: No that is okay thank you. Can I leave a message for him?
RECEPTIONIST: Yes, that would be okay. Please go ahead.
Mrs. Jones: “Please tell Mr. Smith that I am unable to manage a meeting with him on the 25th to discuss a mortgage, and he should phone me to arrange another date.”
RECEPTIONIST: You will be unable to meet with him on the 25th of this month, and he should contact you to arrange another date. Am I correct?
Mrs. Jones: “Yes, that is correct. My number is 625-1234. Do you want me to repeat that?”
RECEPTIONIST: “Yes please”
Mrs. Jones: 625-1234
RECEPTIONIST: 625-1234, Got it. Is there anything else I can help you with?
Mrs. Jones: No, that is all. Thank you for your assistance.
RECEPTIONIST: Have a good day.
—-
ASSIGNMENT OF OFFICE ADMINISTRATION TELEPHONE ETIQUETTE
NAME:
Instructions: The phone conversation below demonstrates terrible telephone etiquette. Rewrite the conversation using proper telephone etiquette (RECEPTIONIST only).
CONVERSATION ON THE PHONE
(INAPPROPRIATE PHONE ETIQUETTE)
“Hello?” says the receptionist.
“Good morning, is this Building Society Limited?” Mrs. Jones inquires.
RECEPTIONIST: “Yea”
Mrs. Jones: “My name is Mrs. Amanda Jones, and I’m from 53 Queen Street in St. Clair. Mr. Collin Smith is the person I’d like to speak with.”
“He ain’t here today,” the receptionist says.
“Can I leave a message for him then?” Mrs. Jones asks.
RECEPTIONIST: “All right, that’s OK.” “Let me go get some paper to write on.”
(Long pause, papers shuffled)
“Hello, are you still there?” Mrs. Jones inquires.
“All right, go ahead,” says the receptionist.
“Please inform Mr. Smith that I am unable to manage a meeting,” Mrs. Jones says.
