1. Telephone – Taking Messages If working as a receptionist, how should you answer the phone? “Hello” “(your name) speaking” “(your department)” “(your company’s name)”

2. What you say and how you say it. Do you like people telling you what to do? Change the tone of how you speak to someone Don’t be direct Be indirect

3. I want to talk to him Mayspeakwith himI

4. He is not here Unfortunatelyhe iscurrently unavailable

5. He is doing something He istied up

6. He doesn’t want to talk to anyone He is nottakinganycallsat this moment

7. What did you say? I didn’tcatchwhat you havesaid

8. Give him a message Can youleavehim a message for me

9. Get him to call me back Can you tell him toreturnmycall

10. Names are very difficult to write down over the phone. My name is Albeit Humpledicht Can you spell that for me? A for apple L for love B for bags E for Electricity I for incredible T for terrific H is for… U is for… M is for… P is for… D is for… L is for… E is for… I is for… C is for… H is for… T is for… What should you do? Get the other person to read each letter with a word.

11. Caller: Hello this is Jason from XYZ company, I am calling to talk to John to arrange a meeting. Receiver: I am sorry but John is unavailable right now. Caller: Can you leave him a message for me? Receiver: Yes I can. Caller: Please tell him I won’t be able to come at 3pm but I can make it at 5 pm, thanks. Receiver: Ok, so you’re Jason from XYZ company, and you want to arrange a meeting but won’t be able to come at 3pm, yet 5pm is ok. Receiver: Hello, ABC company, Mary speaking how can I help you? Taking Messages Very important: need to confirm information so the caller knows you have recorded correctly.

12. Message Caller: Phone: Reason for calling: Best time to call: How the message should look like. Jason from XYZ company already have it want to arrange a meeting but won’t be able to come at 3pm, yet 5pm is ok. anytime

13. Caller: Say your name Reason for calling Best time to call you Your phone number Receiver: Say your name and company Ask who is calling Ask why they are calling Confirm message

14. Caller: Hello this is Jason from XYZ company, I am calling to talk to John to arrange a meeting. Receiver: I am sorry but John is unavailable right now. Caller: Can you leave him a message for me? Receiver: Yes I can. Caller: Please tell him I won’t be able to come at 3pm but I can make it at 5 pm, thanks. Receiver: Ok, so you’re Jason from XYZ company, and you want to arrange a meeting but won’t be able to come at 3pm, yet 5pm is ok. Receiver: Hello, ABC company, Mary speaking how can I help you? Very important: need to confirm information so the caller knows you have recorded correctly.

15. The messages: Name: John Smith Number: 7358967535 Reason for calling: Change meeting time from 6:00 pm Friday to 9:00 am Monday due to bad traffic Best time to call: is between 7:45 pm to 9:30 pm, Wednesday and Fridays. Name: Mary Goodall Number: 809849843952 Reason for calling: Need to cancel the order and change the colour of the product from red to blue. Best time to call: anytime except Friday evening. 5

16. Name: Richard Berlington Number: 1010103044 Reason for calling: I want to arrange a meeting to introduce a new product range. I want to know which time is best for him? Best time to call: Monday to Friday in the morning before lunch. The messages: Name: Stacy Heartful Number: 765776596596 Reason for calling: This is the ABC hotel I am calling about his reservation next week. Unfortunately there is no room available next week. Best time to call: Monday, Wednesday and Friday all day.

17. Name: Bruce Johnson Number: 089897987975 Reason for calling: I am calling to enquire about whether he has made a decision yet about the product, because another client is willing to buy all of them. I promised him I will wait for his decision. Best time to call: a.s.a.p. The messages: