Common use of Be professional Clause in Contracts

Be professional. Talk in a friendly tone and control your rate of speech. To convey competence, concern, and courtesy when handling telephone calls, each ASR should use the following: • Answer promptly. Answer calls between the first and third ring. Generally, the optimal point to answer is after the second ring. • Greet the caller. When answering the telephone say: “Thank you for calling FIFS. This is [your name], how may I help you?” This will usually cause the customer to provide the information you need to be able to respond, either by helping the customer yourself, or by directing the call to the appropriate person. • Handle or direct the call. Either handle the call yourself or direct the call to the employee who can best serve the customer’s needs. Identify the caller and obtain the account number when appropriate. • Use holds when necessary. If it is necessary to put callers on hold, proceed as follows: Request and obtain caller’s permission to put them on hold. For example, “It will take a minute to look up your payment information. Will you please hold?” • Do not leave callers on hold for longer than on minute without returning to the line. If it is necessary to extend the hold, explain the delay, and ask callers if they will continue to hold. If this is other than a collection call, offer to have the appropriate person call back if the hold will have to continue for more than a minute. • When picking up a call that was on hold, thank the customer for holding. For example, “Thank you for holding, ▇▇. ▇▇▇▇. I have the information for you now.” • Always use the hold feature on your telephone so that the customer cannot hear office conversation while waiting. • Transfer when appropriate. When referring a call to another employee for handling: Tell the callers the first and last name of the person whom they will be speaking. For example, “▇▇. ▇▇▇▇, I’ll be transferring you to ▇▇▇▇▇ ▇▇▇▇▇. • Thank the customer. Tell the employee the caller’s name and the reason for the call. For example, “▇▇▇▇▇, I have ▇▇. ▇▇▇▇ on the line. He wants to know about the settlement offer he faxed to you.” Pick-up Transfers properly. When picking up a call that was transferred: