1. Telephoning Basics Jason Unat ENSP2 Mr. Xavier Aquino Velasco Associate/Lecturer III FEU Tech

2. Prior to answering the telephone *Be Prepared -Pen and Paper - telephone extension list Avoid Chewing, Eating and Drinking or Smoking. Use Correct Posture.

3. Answering the Telephone Focus on the caller Answer Promptly, Maximum of Three Rings Provide a Greetings - “Good Morning” - “Good Afternoon” - “Good Evening”

4. Answering the Telephone Identify yourself - “Mark Speaking” - “Christian Speaking” Offer Assistance - “How may I Help/Assist You?

5. Transferring or Placing Calls on Hold Always ask if you can put the person on hold and wait for the answer. - “Mr. Dan, the extension is busy, May I please place your call on hold? Explain Delays - “Thank you for holding, Mr. Dan, the extension is still busy, would you like to continue holding or shall I ask Mr. Mark to call you back as soon as extension is free?”

6. Transferring or Placing Calls on Hold Always stay on the line until the transfer is complete. Explain to the person receiving the call - Why you are transferring the call. - who the caller is.

7. Transferring the Call Use guest’s Name (personalise the call) Confirm understanding of the reason for the call Ask a closed question for confirmation

8. Taking message Message for… Name and title of caller Company name Telephone Number Time and Date of call Message Action Required Name/Initials of person taking the message Repeat the message

9. Ending the call End the conversation on a positive note Thank the caller Use the caller’s name - “Thank you for calling Mr. Dan, Good Bye.” - “Good Bye Mr. Dan, Thank you for calling.”