Telephone etiquette Ref: Pinner D & Pinner D 2003 Communication Skills Pearson Longman, New Zealand Ch. 15: pp186-191.

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Presentation transcript:

Telephone etiquette Ref: Pinner D & Pinner D 2003 Communication Skills Pearson Longman, New Zealand Ch. 15: pp186-191

Answering the telephone Callers judge company by the person answering calls Company could gain or lose thousands of dollars by the ways calls are handled People trained to handle telephone correctly

Guidelines on handling calls Answer promptly – quick reply indicates willingness to serve Identify yourself – Good morning. Communication Dept. May I help you? - Communication Dept, Poasa Grant speaking. Never answer calls with just “Hello” Delays/Interruptions – pass on the caller to somebody else who is available is person wanted is unavailable – suggest this course of action tactfully to caller

Offer to take a message Know when it would be convenient to call back Ask for number and convenient time to ring If an extension is requested, tell caller you are putting call through Caller left dangling on the line – upsetting. Thank caller for waiting. If info required not available, ask if you may call back, do so asap.

Engaging in telephone conversation Be ready to talk – concentrate, cut out distractions, have a notepad/message pad, pencil Use voice wisely – appropriate language, grammar, voice quality, rate of speech, articulation Avoid slang expressions – OK, hang on. Avoid rude-sounding expressions – “Who’s calling”

Smiling puts sunshine into your voice Pause – give caller a chance to think about what you are saying Sound assures speaker that you are listening Place receiver about 1cm away from mouth – to speak at natural volume Be courteous, do not interrupt Listen well Repeat important information

Taking messages Take messages carefully by listening and asking questions Incomplete/inaccurate info – frustrates person that receives message Use telephone message blank if used in office Ensure following are present: date, time of message, who it is addressed to, who the caller was. Indicate what the caller would like you to do about the call – return call, list tel. no. Write message clearly.

Making a call Devise an opening statement – identify yourself, establish rapport. identify: “Hello, Mr Grant. This is Jese Sharma from Finance dept. rapport: “May I speak with…” Call at appropriate time

If you are using mob phone, tell the receiver – Call could be costly, you could get more prompt attention If you do not know the name, at least know the person’s position in the company If person you wish to speak to is not available, ensure that call-taker has a message correctly understood and noted Remember to ask the call-taker for his/her name

During your absence Telephoned Please telephone Returned your call Telephone message blank To_____________________ Date__________ Time______________ During your absence Mr Miss Mrs Dr of________________________ Phone No ____________ Extn_____________ Message_____________________________________________________________________________ ____________________________________________________________________________________ Signed __________ Telephoned Please telephone Returned your call Wishes to see you Called to see you Will call again