Office Procedures: TEST 2 ESSAYS

1. Clear

2. Concise

3. Courteous

4. Complete

5. Correct

5 C’s of Effective Writing

1. Try to resolve the matter if possible. Usually the caller wants the company to solve a problem or fix a mistake. Do not hesitate to apologize to the caller for any problems or inconveniences the caller has experienced.

2. Always present a helpful, positive, and sincere attitude, even in an adverse situation.

3. Remain outwardly calm and do not display defensive behavior. Usually, the caller is not upset with you but with the company or its actions. Do not take the caller’s anger personally.

4. If the caller is abusive or uses profanity, identify the caller and end the conversation quickly. Record the caller’s name and number and a brief summary of the abusive behavior. Share this information with your supervisor or follow other procedures your company has in place for dealing with abusive callers.

Handling difficult phone calls

1. Reason

   1. someone better can do it

2. Explain Why

3. Give the name and extension

4. Confirm and introduce

5. No blind Transfer

Phone transfer procedures

1. Cover Sheet

2. Date

3. Total Pages

4. Name, company and fax number

5. Subject

Procedures for sending fax

1. like or dislike?

2. need?

3. expertise?

4. biases?

5. responsibilities?

6. decision makers?

Profile listeners

1. What they want to know

2. Already know

3. Are they confused

4. Are they eager and attentive

5. Allow time for interaction if possible

Things to consider about your audience