英：

● (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 po

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