City workers reminded about phone etiquette

CEBU, Philippines – Following complaints against some Cebu City Hall employees who are allegedly rude over the phone, the Human Resource Development Office issued an order mandating all employees to use a standard greeting in answering telephone calls.

The HRDO hopes that that this will help employees sound friendlier when dealing with their clients over the phone.

"Naa'y uban diri medyo rude. Empleyado gud ka sa gobyerno, you should answer politely. It is in the code of conduct that public officials should act with utmost respect," said City Administrator Jose Marie Poblete.

The higher ups themselves have become victims of such rudeness prompting the HRDO to remind employees of their mandate to serve in their most pleasant manner.

"Part of the basic courtesy is the prompt and proper answering of calls. Each office is reminded that calls must be answered within the first three rings and should not be left unanswered. In addition, a standard verbiage in answering calls shall be adopted," said HRDO head Mary Ann Suson in her memorandum.

Complete rules in the use of phone are in City Hall employees' handbook. It says that employees should not keep the caller waiting at the other end of the line, should not talk while something is in their mouth, should not shout when calling somebody to answer the phone, should let the caller hang up first and say "thank you" or "goodbye" politely.

Starting last Monday, callers must have been hearing employees reciting the greeting "Cebu City Government HR good morning. How can I help you?"

Employees who will be caught violating the order will receive due warnings before termination.

Poblete said it is not just in dealing with phone calls that City Hall employees should always be courteous and polite, they should also display proper behavior when dealing with clients in person.

A nurse at the Cebu City Medical Center was dismissed recently after talking rudely to a city councilor who visited the hospital.

The nurse did not know that she was talking to a city councilor. When this councilor asked a question related to what they had talked with by another employee at the CCMC, the nurse reportedly answered in an irritated tone "kamo'y nag-istorya wala ka mangutana."

But the councilor was still able to answer in a calm tone and said "magkita ta sa City Hall" to which the nurse answered arrogantly "o, magkita ta."

Poblete said the nurse was dismissed as her attitude is not the kind that the city government needs to serve the public. He said this should serve as a warning to others who pay no heed to the ethical policy of City Hall.

"This is a matter of good manners and this is not exclusive here in the government. But since we are in the government, the more we are compelled to be respectful at all times kay gisweldohan gud mi sa gobyerno to serve," Poblete said. (FREEMAN)