The initial opening of the telephone call is of critical importance in that it may potentially set the tone for the interview or inquiry. Properly done, a good, professional opening can convey your
attitude to the caller
confidence, and
willingness to be of service.
b. Parts of the Call Opening
The opening of the telephone call has four parts:
identification of the organization (for example, Department of Veterans Affairs)
“Department of Veterans Affairs (or VA). This is (or my name is) (first name only, first and last name or Mr./Mrs./Ms. Last name). How may I help you?”
Continued on next page
6. Prescribed Opening and Closing Of Calls, Continued
d. Finishing Phrases
The use of a finishing phrase is helpful in steering the conversation to a successful close. This is especially true when dealing with a talkative or rambling caller.
Note: Use care when using finishing phrases. Depending upon your tone and the way the phrase is presented, it may be misconstrued as rude.
