NEWS

● (Receptionist/Assistant))

　　► (Caller)

　　Guidelines for external calls to the company receptionist

　　● Use a positive salutation.

　　 (example: Good morning,)

　　● Identify your company and yourself.

　　 (example: ABC Incorporated, Marie speaking.)

　　● Give a standard offer of service.

　　 (example: May I help you?)

　　► Wait for the caller to identify herself/himself and to state

　　 her/his purpose.

　　 (example: Hi, this is Sarah. I’d like to talk to Mr. Long)

　　● Give an appropriate response.

　　 (example: Just a moment, please. I’ll transfer your call)

　　Guidelines for external calls to an administrative assistant

　　● Use a positive salutation.

　　 (example: Good morning,)

　　● Identify your superior and yourself.

　　 (example: Mr. Long’s office, Helen speaking.)

　　► Wait for the caller to identify herself/himself and to state

　　 her/his purpose.

　　 (example: Good morning, Helen. This is Sarah. Can I

　　 speak to Mr. Long, he’s expecting my call?)

　　● Give an appropriate response.

　　 (example: Just a moment, please, while I put you

　　 through.)

　　Guidelines for internal calls to a departmental secretary/receptionist

　　● Use a positive salutation.

　　 (example: Good morning,)

　　● Identify your department and yourself.

　　 (example: Marketing Dept. This is Lucy.)

　　► Wait for the caller to identify herself/himself and to state

　　 her/his purpose.

　　 (example: Hi, Lucy. How are you doing? Is Jack around?)

　　● Give an appropriate response.

　　 (example: Sorry, he just stepped out.)

　　► Possible return response.

　　 (example: OK, I’ll call back later.)

Author Background: Staff of WETECH Oversea Dept.