TELEPHONE ETIQUETTE

You, as switchboard operator, will be the initial contact many people have to Marble Church. It is most important that the greeting, "Marble Collegiate Church, may I help you?'" be warm and friendly. We want to convey an attitude of caring and concern for each person that has taken the time to dial our number. Strive to answer on the 2nd or 3rd beep, even if you have to put someone else on hold. This can be done by saying, "Marble Church, will you please hold," and then coming back as soon as you can. To be prepared to pick up on the 2nd or 3'd beep means you must limit your conversations. If a caller seems to need more than a short answer, switch them to one of the administrative or ministerial staff or other personnel that you feel can best help them.

There are many, very personal reasons, why a person might call Marble Church, such as a death or illness of a loved one, a request for prayers, a need to talk with a minister for personal assistance in a time of need. It is essential that each call be handled with great care and professionalism. Sometimes an individual may insist on being given a minister's home phone number. In this case offer to have the minister call the person back as soon as possible. Never give a home phone out unless you have specific permission otherwise.

Messages must be taken clearly and as completely as possible. And important messages given or called to the individual immediately. Every line on the message should be filled out clearly. Major illness and deaths should be given priority by calling the staff member at home. Use your best judgement as to whether a call is important enough to call a staff member at home. If you are in doubt at all, call. In emergencies, such as fire, smoke. robbery, bomb threat, accident or major illness, call 911. Again the rule should be, if in doubt, call.

Remember a friendly voice on the telephone, a "please, a "thank you" or a "your welcome" is perhaps the most important public relations function that happens all day in the church.

Conference Calls

While on a call press the link button or Feature 71, you will obtain a dial tone. Make second call, first call will automatically be put on hold. When second call answers, press the link key. You are now a three way conference call Adding a 4' called: to add a 4' call press the Conf/Trans button, it will go to the second line, dial the number and the press the Conf/Trans button. To transfer this conference call press the transfer button and the extension you would like to transfer the call to.