XYZ Memorial Hospital - Telephone Standards
Contacts
Telephone was answered within three rings.
Employee identified himself or herself.
Employee identified the department or practice name.
Employee verbally offered assistance such as, "How may I help you?"
Employee used a friendly tone of voice.
Employee spoke slowly and clearly.
Employee showed respect for the caller by listening empathetically.
Employee could place a call in voice mail.
Employee asked permission to put the customer on hold and waited for a response.
Employee offered to call back if correct department or person was not identified.

Scale
5=Completely Satisfactory
4=Mostly Satisfactory
3=Mediocre
2=Mostly Unsatisfactory
1=Completely Unsatisfactory