Policy
Voice and telephone manner must reflect Fountain Art's policy towards callers. We want our business to maintain a favourable reputation and to expand-every call received and made is important to those aims. Fountain Art staff must use correct telephone techniques at all times.

Staff Use of Telephone Equipment
Fountain Art's policy on use of peripheral equipment, including telephones, fax machines and modems, is that staff may make private use of such equipment provided use is:

• brief and infrequent

• for non-commercial purposes

• does not disrupt normal work activities unduly

Personal STD calls are acceptable in certain circumstances (such as calls to a staff member's home) but generally should be booked through the switchboard with the cost being borne by the staff member.
If personal IDD telephone calls or faxes are required, they may be booked through the switchboard on approval from the relevant manager, and the cost borne by the staff member.

Information on country codes can be found in the White Pages of the telephone directory.

Further enquiries regarding this matter should be referred to the departmental manager.

Calls on hold
Calls should only be on hold for a short period. Transferring of calls should be done as quickly as possible. Calls still on hold should be checked to see if the caller wishes to continue holding or whether a message can be taken for the receiver to call back.

Disclosure of information
It is Fountain Art's policy that personal details of any staff member must not be disclosed to callers. Urgent requests for personal phone numbers, should be referred to the Human Resources Department. Information on business conducted within and by Fountain Art remains confidential and must not be disclosed to anyone outside the organisation.