Telephone Messages
Conveying messages has always played an important role in telephone work. Hundreds of pieces of information each day will be recorded by someone for transmission to someone else.
When you answer the telephone and the party if unavailable, you will need to obtain several pieces of information from the caller if they wish to leave a message or be called back. Your responsibility is to record it accurately and legibly so the call can be returned efficiently. We have all received messages we couldn't understand or couldn't read. It can be very frustrating for everyone concerned.
Always record information carefully. Try to write the message as it is being given instead of trusting your memory. It is easy to verify names and numbers while the caller is still on the line. Never guarantee a callback. Never say, 'I'll have him call you.' You cannot guarantee the actions of another person. Simply say, 'I'll make certain he gets the message.' Never promise something you personally can't deliver.
Why is accurate message taking so important? There are many reasons. One is that important information can be lost if not recorded correctly. People are often waiting to make decisions, and telephone message may play a key role. Customers and co-workers are entitled to answers to their questions. If messages are lost or misdirected, it reflects negatively on the credibility and dependability of the agency and most certainly on you personally.
There can be serious legal implications if messages are ever misdirected or lost. We have legal obligations and responsibilities which we must take very seriously, and so does the agency. These obligations alone require excellence in telephone procedures on a daily basis.
Have you ever been in an office where people took calls for others and just shouted across the office instead of recording the information in proper written form? Not very professional was it? Weren't you glad it wasn't your call?
There are some very sound reasons for recording messages in writing. First, it is important to have written documentation for legal purposes. When information is written, there is less opportunity for misinterpretation. Having a written message aids stress control in that you don't have to be concerned about forgetting or overlooking a call you need to make. And, second, it is a lot more professional. It allows someone else to go to your files and your work station and see written evidence and documentation on what you are doing on your work and your accounts.
Telephone messages should always be recorded on the appropriate message form. Your supervisor will show you the form used in your agency. In general, a telephone message requires the recording of six items of information.
- The name of the person who called. Be sure to include first and last and the correct spelling. This is essential if a file or written records must be pulled for reference or for the callback.
- The company affiliation of the person who called if there is one.
- The telephone number and extension of the person who called.
- The date and time of call.
- The message.
- The name or initials of the person who took the call.
If you are a new employee to the agency, ask your supervisor to show you the message form in use for your office. He/she can show you where to record each of the above items on the form and when and how messages are to be distributed to your co-workers.
You may also be required to keep a telephone log or record of all incoming calls. Ask your supervisor for specific instructions.
It is important to mention two other factors which are crucial to telephone messages. The first is a 'time reference.' That means that when you take a telephone message, you go one additional step and determine a desirable time to return the call. For example, the caller may be leaving the office at 2 p.m. Your message should carry the notation, 'Call before 2 p.m.' Time references are devices which help to ensure that people connect. They eliminate wasted time, callbacks and unnecessary toll charges. Get them whenever you can.
The second technique, 'probing for information,' which is useful in message taking, is used when a caller is upset. If you sense that condition, probe for more detailed information.
See if you can get a brief overview of the situation and if you, or anyone else, can do something immediately to ease the situation. Give the caller the help he or she needs as soon as possible. If action is taken, be sure to make a note of it on the message form so your co-worker can take the matter from there. Develop sensitivity and avoid the 'That's not my job' syndrome.
Remember that taking the message is only part of the job. You must then relay it to the person called. If you take messages for people who are in and out a great deal of the time, try a sign-out sheet or a round carousel for collection and distribution of messages. Or establish regular times for outside producers to call in to get their messages. If messages are relayed in that way, note the time and date it was passed along.
When you pass message forms to co-workers, have a secure place to put them. More than one customer has been lost because the message fell on the floor or got filed away by mistake. The message collection center should be readily visible, and messages should be arranged in the order they were received. Deliver messages personally if you are responsible for them. Don't trust others to do your work for you. Any 'urgent' or 'emergency' messages should be given your personal/special attention.
In some instances it is helpful to attach pertinent information to a telephone message. That way, a great number of calls can be returned in a short period of time.
Let's take a moment to review some of the things we've talked about in this section.
Message Taking Review
- Message taking is an important aspect of telephone responsibilities.
- Written messages are preferable to oral ones.
- We take messages to obtain accurate and adequate information.
- Get 'Time Reference' on all messages.
- 'Probe for Information' when appropriate.
- There are six items of information essential to every telephone message.
- Make sure written messages are securely passed to others.
- Never guarantee a callback.