HANDLING INCOMING TELEPHONE CALL Answer all incoming call promptly and pleasantly. Answer telephone after the first ring. Ready to take a note. Identify.

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Presentation transcript:

HANDLING INCOMING TELEPHONE CALL

Answer all incoming call promptly and pleasantly. Answer telephone after the first ring. Ready to take a note. Identify the company first, then yourself. Conversation cannot begin until the caller know that the correct number, department, or person has been reached. Listen attentively to the caller’s question and comment. Make sure that you give accurate information to the caller Transfer the call to someone who can answer the call The person who places a call is the one who should end the call and hang up first. Use the caller's name as you end the conservation

SCREENING CALL PLACING THE CALLER ON HOLD TRANSFERRING CALL TAKING MESSAGE GIVING INFORMATION HANDLING A DISCONNECT CALL HANDLING DIFFICULT CALLER HANDLING PERSONAL TELEPHONE CALLS

Calls are usually transferred when the caller has reached a wrong extension or has a request that can handled more effectively by other person. Tell the caller why the transfer is necessar y. Place the caller on hold while you speak with the person to whom you intent to transfer the call.

The person who placed the call should call back immediately after the disconnection. The caller should report a disconnect long-distance call to the telephone company.

GIVING INFORMATION

Record information on message forms legibly and accurately. Verify names and telephone numbers b reading back the information to the caller Each message should include:- i.Date and time of calling ii.Name of caller and the company iii.Caller’s telephone number iv.Details of message v.Your name or initial. Advantages of using computer message:- i.Less time needed to key the message. ii.The number of lost message is reduce iii.Printed message form are not needed. Computer message should include the same basic information as a handwriting message.

PROPER