Helpful Phone Etiquette Tips

Effective phone answering skills are essential to creating a positive first impression that sets the tone for the rest of the customer’s interaction with Food 4 Less/Rancho San Miguel Markets. You’re first contact with a customer may be over the phone. A call from a customer is as important to us as their visit to our stores. So we want to make a great first impression by following established Phone Etiquette:

• Answer the phone within four rings.

• Speak directly into the mouthpiece. Speak slowly, clearly and smile. A smile is reflected in the tone of your voice. Don’t eat or chew gum while talking on the telephone.

• Use a standard greeting” “Thank you for calling (say location; Rancho San Miguel or Food 4 Less), this is your name, how may I help you? During Holidays you may use “Happy Holidays” at the start of your greeting.

• If the call is for Receiving, ask the caller for what product or department. The call can be directed to the person in charge of a specific department. Not all receiving calls are for the receiving clerk, sometimes appointments are needed, or shipments have changed, for meat, frozen, produce or groceries.

• Let the caller know they will be on hold. Please say, “One moment please.” The caller should not be waiting on hold after the first reminder (beep/flash), or more than one minute. Be sure to check back with them every minute or so and ask if they would like to continue to hold. This lets them know that they have not been forgotten, and that you are attending to their call.

• Find out how you may better direct a call, if the person they asked for is not available. You may ask them to call back, or direct the call to the front end manager.

• Do not give prices over the phone. Politely say that we cannot relay that information over the phone.

• Do not give out personal information over the phone about our employees, such as their schedules, employment history, phone numbers, etc. Politely inform them that you are not able to give out that information.

• If a phone call comes in for an employee that is not business related, call the manager of the department they work in to take the call. It is up to that department manager to screen the call.

• You are responsible when taking messages. Take messages only if you can deliver them.

• Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional, business-like manner. This includes handling the situation in a calm, cool manner.

PROPER TELEPHONE LANGUAGE

Although we tell our callers a lot through our voice tone, the words and phrases we use convey a message. Unfortunately, sometimes we send a negative message to our caller. Be aware of the language you are using. Instead of saying “You have to…You need to…Why didn’t you?” try “Will you please…Would you please?”
“Your problem” or “Your complaint,” would sound better phrased as “Your question,” “Your concern,” or “this situation.” Many people use phrases like “I can’t do that” or “it’s not my job.” Instead, tell the caller what you can do (i.e., “While I’m not able to establish policy on this matter, I will speak to my manager about your concern.”)

CLOSING

Telephone techniques are built from a few basic rules and principles. In fact, telephone etiquette can be summarized in one word: COURTESY. If the caller is a potential customer and you are courteous to him, you have an excellent chance of gaining a new customer. If he is an existing customer, you’ll keep him for life!