. Telephone is important communication tool in business.
. Principles are to be followed while communicating through phone.
. Ask their even it is not necessary and use it frequently while speaking.
. Principles are to be followed while communicating through phone.
While speaking:
Do's:
. Answer call promptly (third ring).
. Listen properly without interrupting.
. Listen properly without interrupting.
. Use 'Thank you' and 'Please' to display professional atmosphere.
. Smile.
. Speak at proper speed.
. Focus on the caller.
. Be polite and courteous.
. Speak at proper speed.
. Focus on the caller.
. Be polite and courteous.
Don'ts:
. Never argue.
. Don't use Slang words.
. Don't speak too loudly or softly.
. Don't close conversation unprofessionally.
. Don't interrupt.
. Never talk with anything in your mouth.
. Don't multi-task while speaking.
Making Calls:
. Identify yourself soon after they answer your call.
| Wrong | Right |
|---|---|
| Who am I speaking with? | This is Sruthi, ABC Technologies. Can I know to whom am I speaking? |
. State purpose of communication.
. If you reach wrong number, apologize and then hang up.
| Wrong | Right |
|---|---|
| Arguing | I'm sorry, I must have the wrong number |
. Make calls as you promised the receiver without delay.
. If they are unavailable, leave a message or voicemail.
Answering Calls:
. Answer with a friendly greeting.
Example: Good Morning, ABC Technologies, Sruthi speaking, how may I help you?
. Ask their even it is not necessary and use it frequently while speaking.
Example: May I know to whom am I speaking with?
| Wrong | Right |
|---|---|
| What do you want? | How may I help you? |
| Who's this? | May I know who is on the line, please? |
| What? I can't hear you. | Could you speak a little louder please? |
Putting Calls on hold:
. Before putting caller on hold, ask permission politely.
| Wrong | Right |
|---|---|
| Hold on! | Could you hold on for a moment, please? |
. Try not to put caller on hold for too long.
. Thank them for holding after taking of hold.
. Apologize for delay, if you made them wait too long.
Transferring Calls:
. Do only when necessary.
. Explain situation before you transfer call.
. Communicate - keep the client in the loop!
Example: I'm going to connect you with …
. Give the name and direct number of the person you are transferring the client to.
. Stay on the line and introduce the caller.
. Stay on the line and introduce the caller.
. If person is unavailable, ask whether caller wants to give a message or voice mail.
Taking messages:
. Ask for:
Name,
Company,
Phone number,
Message.
. Also note down the date/time and initials of receiver.
. If you fail to hear, ask caller to repeat or clarify the point.
. Verify the message by repeating.
Ending Conversations:
. Before hanging up, be sure you have answered all questions.
. Always end pleasantly.
Example: Have a nice day.
It was nice speaking to you.
Handling Rude Calls:
. Try to remain diplomatic and polite.
. Focus on problem, not the person and think of possible solution.
. Try to convey that you are trying to find solution.
. If you are unable to help, try to connect him/her with supervisor.