Answer promptly and with

a smile Be ready Schedule Eliminate

Distraction
Identify yourself

Identify the need s of

your caller
Clear
Intro
Take complete and accurate
message

Close in Maintain Make it

Positive focus short
Manner

Use frequent verbal

respond

Recognize that every

interaction you have is an
Telephone Increase your volume just slig
htly to cover your confident

Interaction
opportunity to make
positive impact on others Vary your pitch
-Shep Hyken and inflection

Speak always clear

Slowly enough for people

to understand what you’re
saying
PREPARED BY: MR AHMAD SUHAIMI ABU BAKAR