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�  White pages

Lists in alphabetical order the names and telephone numbers of individuals, businesses, and government agencies.

�  Yellow pages

Contain an alphabetic listing of businesses only.  The businesses are arranged according to the services they provide or the products they sell.

�  Personal and company directories

Keep a personal directory of frequently used numbers.  You can also record emergency numbers.  Your company may also provide you with a directory of employees working with you.

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Controlling Telephone Costs

As an office worker, you will be expected to help control telephone costs. Some guidelines to follow for controlling telephone costs and improving efficiency are listed below.

- Use direct dialing most of the time. Make more specialized, expensive types of calls only when necessary.
- Plan your calls so the time spent during a long-distance or any other call is used efficiently.
- If possible, call when long-distance rates are least expensive.
- Notify the operator immediately after reaching a wrong number so you can receive credit for the call.
- Be an informed consumer of telephone services. Compare rate plans and promotional offerings.
- Learn how to use the equipment and features of your telephone system.

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Handling Personal Telephone

Calls Follow your company’s policy regarding making or receiving personal telephone calls at work. Many companies permit a limited number of personal calls. Other companies discourage personal calls. Workers may be expected to use a pay phone located in the building and make calls during break times. Generally, brief urgent or emergency calls are permitted. Long or frequent personal calls are typically not considered acceptable at work.

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Handling Difficult Callers

On occasion you may receive calls from persons who are angry, unreasonable, rude, or demanding. These calls may be few, but they can be very stressful. You must control yourself and remain professional when dealing with difficult callers. Your goal is to diffuse the situation and to maintain goodwill with the caller, if possible. Follow these guidelines when dealing with difficult telephone callers.

- Try to resolve the matter if possible. Usually the caller just wants the company to solve a problem or fix a mistake. Do not hesitate to apologize to the caller for any problems or inconveniences that have been experienced.
- Always present a helpful, positive, and sincere attitude even in an adverse situation.
- If the caller is personally abusive to you or uses profanity, end the conversation quickly after identifying the caller and recording relevant information about the call.
- Remain outwardly calm and do not display defensive behavior. Usually, the caller is not upset with you but with the company or its actions. Do not take the caller’s anger personally.