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  1. When you answer the phone, be warm, enthusiastic, and professional.
    • Your voice on the phone is sometimes the only impression of our School district a caller will get. (Phone calls to the classroom should only be for an emergency)
  2. When answering the phone, welcome callers courteously and identify yourself and the building immediately. Say, for instance,
    • “Having a great day at Romulus Middle School, this is George, how may I help you?”
    • "Good morning. Barth Elementary. Susan is speaking. How may I help you?"
    • No one should ever have to ask if they've reached such and such a school or person.
  3. Enunciate clearly, keep your voice volume moderate, and speak slowly and clearly when answering the phone so your caller can understand you easily.
  4. Control your language when answering the phone. Don't use slang or buzzwords. Instead of saying, "OK," or "No problem," for instance, say "Certainly," "Very well," or "All right."
  5. Train your voice and vocabulary to be positive when phone answering, even on a "down" day. For example, rather than saying, "I don't know," say, "Let me find out about that for you."
  6. Take phone messages entirely and accurately.
  7. If there's something you don't understand or can't spell, such as a person's surname, ask the caller to repeat it or spell it for you. Then make sure the message gets to the intended recipient.
  8. Answer all phone messages within one business day.
  9. Always ask the caller if it's all right to put her/him on hold when answering the phone, and don't leave people on hold.
  10. Don't use a speakerphone unless absolutely necessary. Speakerphones give the caller the impression that you're not fully concentrating on their call, and makes the call seem not private. The only time to use a speakerphone is when you need more than one person to be in on the conversation at your end. Ask the caller if you may put them on speakerphone before you do it.
  11. When using voicemail, make sure that a professional message recorded. Update your voicemail message as needed. For instance, if the school is going to be closed for a holiday, update your voicemail message to say so and to say when your school will reopen.
  12. Listen and be empathetic. There’s a reason the person on the other end of the phone is calling. Listen for it. Listening is an outstanding customer service skill to have because many times you will need to read between the lines to get to the root of the problem. Listening means not interrupting the person explaining the issue, or the information they need.
  13. Office personnel must answer all incoming phone calls before the third ring.
  14. Personal cell phones should be out of view and not used during working hours.