Employee Orientation

HOW TO ANSWER THE PHONE AT J.PAPPAS

 

A.) When we answer a phone call we say "JPappas, this is "yourname”. “ How can I help you?”

B.) If you do not know how to answer a question from a client on the phone, say “please hold on a second”, put it on hold/mute and ask for help and if you can’t find help just get their information and tell them you will call them back as soon as possible. Alternatively,  tell the client you do not know and get a detailed message and say we will get back to you with an answer

C.) If they ask to speak with John or any other person, make sure to ask for the below, let John know and he will tell you whether you can transfer the call:

• Their Name

• Where/What company they are calling from

• What they are calling for

• Call back number or email

D.) If the person that calls asks to speak with a specific person, but that person is absent from the office, always take a message using the above

DO NOT PROVIDE PERSONAL INFORMATION TO A THIRD PARTY -such as Social security number, date of birth.

PLEASE ALWAYS REMEMBER TO REPEAT ALL INFORMATION TAKEN TO THE CALLER TO MAKE SURE YOU UNDERSTOOD EVERYTHING CORRECTLY. 

For example, before hanging up say the below: 

Just to confirm your name is .... you're calling in regards to.... and your call back number is...