4.

PROPER HANDLING OF TELEPHONE CALLS

A very good application on the use of effective questioning is in handling a telephone

conversation.

When to choose the phone:

·         If speed is important

·         If you need to discuss something without actually meeting the other person

A telephone call is not suitable:

·         if the matter being discussed is confidential

·         if a written record is required

·         if the subject is complicated

Guidelines for Making Effective Calls

·         Always be polite.

·         Always be brief.

·         Say who you are and what company you represent.

·         Make notes as the conversation progresses.

·         Speak clearly and slowly.

·         Repeat difficult words.

·         Use everyday language.

Answering a Call

Much the same guidelines apply when answering a call. It should be remembered however,
that when answering a call you might be providing the first link with a new customer or
client for your company. Always use courteous greetings, state the company name, your
name and any department name or extension number.

Never keep someone hanging on the line without telling them what you are doing. If the
call is not for you, try to connect the caller as quickly as you can to the person they wish to
speak to. If the person is not available, either ask the caller if they want to leave a message,
will call again or take their number and pass it on to the person concerned.