CRCI Phone Etiquette and Communication Standards

Module 1: Introduction to Phone Responsibilities at CRCI

Objective: Understand your role and responsibilities when handling phone communications at CRCI.

• Phone answering responsibilities are an essential part of many roles at CRCI, including interns and full-time employees.
• Employees with assigned desk phones must:
  • Set up voicemail using only their name (not job title, location, or greetings).
  • Keep their voicemail up-to-date and ensure it’s functioning properly.
  • Share their direct extension number with contacts who may need to reach them.

Module 2: Answering the Phone Professionally

Objective: Learn the CRCI-standard approach for answering and handling phone calls.

From the CRCI Standardized Phone Etiquette guide:

• Always answer the phone within 3 rings.
• Greet with: “Good [morning/afternoon], thank you for calling Christian Recovery Centers, this is [Your First Name], how may I help you?”
• Speak clearly and at a moderate pace.
• Avoid slang, filler words (“um,” “uh”), or eating/drinking during calls.
• Be courteous and maintain a calm tone, even during stressful situations.

Module 3: Handling Voicemail and Missed Calls

Objective: Ensure professional management of voicemails and returning missed calls.

• If you have a voicemail box, check it at least once daily.
• If someone else misses a call, take a detailed message:
  • Name
  • Phone number
  • Reason for call
  • Date and time
• Forward the message promptly to the intended person.
• Never leave a caller waiting on hold for more than three minutes without checking back.

Module 4: Transferring and Directing Calls

Objective: Know how to properly transfer or route calls within CRCI.

• Politely explain to the caller that you will transfer them.
• Use warm transfers when possible:
  • First, call the person to whom the call is being transferred.
  • Let them know who is calling and the purpose of the call.
• If transferring to voicemail, notify the caller first and provide the extension if requested.

Module 5: Confidentiality and Media Inquiries

Objective: Understand when not to share information and how to escalate sensitive inquiries.

From the CRCI Media Policy and Confidentiality Agreements:

• Do not provide information to media personnel. Instead:
  • Take down the caller’s name, outlet, reason for calling, and contact information.
  • Forward this information to your Department Head or Development Manager.
• Respect HIPAA and confidentiality laws:
  • Do not share resident, staff, or donor information over the phone unless authorized.

Module 6: Handling Difficult or Emergency Calls

Objective: Learn procedures for managing escalated situations.

• Remain calm and respectful.
• If the caller is upset or aggressive:
  • Do not argue.
  • Try to de-escalate calmly.
  • Offer to take a message or transfer to a supervisor if needed.
• For emergencies:
  • Follow the emergency response protocol as outlined in CRCI policies.
  • Contact supervisors immediately.

Module 7: Special Notes for Interns and Shared Phone Users

Objective: Clarify phone duties for users without a personal desk phone.

• If you use a shared phone:
  • Use the standard greeting.
  • Clarify your name and department.
• Leave clear, dated notes or digital messages for follow-ups.

Keep your area’s phone voicemail (if any) cleared and updated by coordinating with your supervisor.