7790 Process Incoming and Outgoing Telephone Calls - LG

Process Incoming and Outgoing Telephone Calls
LEARNER GUIDE
SAQA US ID US TITLE NQF LEVEL CREDITS
7790 Process Incoming and Outgoing Telephone Calls 3 3

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7790 – Process incoming and outgoing telephone calls – LG
TABLE OF CONTENT
The UNIT STANDARD used in this learning module: ......................................................................4

MODULE 1 .......................................................................................................................... 5
1.1 Disclosable and Non-disclosable Information ..................................................................5
1.2 Find Telephone Numbers ................................................................................................8
1.3 Prepare before making a Telephone Call.........................................................................9
1.4 Learn a new Switchboard System..................................................................................13
MODULE 2 ........................................................................................................................ 15
2.1 The Importance of Acknowledging Callers .....................................................................15
2.2 Answering Calls .............................................................................................................18
2.3 Standard Telephone Etiquette .......................................................................................23
2.4 The Importance of Body Language ................................................................................25
2.5 Transfer a Call ...............................................................................................................26
2.6 Transfer a Call Correctly ................................................................................................28
2.7 Take a Message ............................................................................................................29
MODULE 3 ........................................................................................................................ 33
3.1 Methods for Dealing with Abusive Callers ......................................................................33
3.2 Methods for Dealing with Emergency Situations ............................................................40
4. References ....................................................................................................................43
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The UNIT STANDARD used in this learning module:
SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD:
Process incoming and outgoing telephone calls

SAQA US UNIT STANDARD TITLE
ID
7790 Process incoming and outgoing telephone calls
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and
Leisure
ABET UNIT STANDARD PRE-2009 NQF LEVEL NQF LEVEL CREDITS
BAND TYPE
Undefined Regular Level 3 NQF Level 03 3
REGISTRATION STATUS REGISTRATION REGISTRATION END SAQA DECISION
START DATE DATE NUMBER
Reregistered 2018-07-01 2023-06-30 SAQA 06120/18
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30 2027-06-30
OUTCOMES of this 1. Make a decision to disclose information or not in accordance

Unit Standard with organizational requirements
2. Take and transfer incoming calls, as well as messages in
accordance with organizational requirements
3. Methods for dealing with emergency situations are described
Learning Time It will take you approximately 30 hours to master the outcomes of
this Learning Programme.
PURPOSE of the The learner will be able to use the telephone effectively, including
Unit Standard individual use as well as the relaying of messages for others.
Pre-entry requirements None.
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MODULE 1
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Make a Decision to Disclose Information or Not According to Organisational

Requirements (SO1)
LEARNING OUTCOMES
At the end of the module the learner will be able to:
• Classify non-disclosable and disclosable information and the reason thereof. (AC1)
• Describe various ways of finding telephone numbers according to organisational
requirements (AC2)
• Prepare the necessary documentation and equipment prior to making any outgoing calls
(AC3)
• Describe the possible suggestions to learn the new system of a new switchboard that is being
introduced into the organisation quickly to become competent (AC4)
-------------------------------------------
1.1 Disclosable and Non-disclosable Information
Confidential information can be the most valuable asset of a business. A competitive edge in the
marketplace may rely on a business having certain information which its competitors do not.
Employees automatically have duties to their employers to not knowingly misuse or wrongfully
disclose their employer's confidential information. These obligations are also often expressly
confirmed in their employment contracts.
Confidential information is sometimes referred to as “trade secrets”. Confidential information can be

defined as a form of intellectual property that meets the following criteria:
• it has commercial value

• it is not in the public domain
• it is reasonably protected
• it is communicated to others in confidence
Confidential business information refers to information of which disclosure may harm the business.
Such information may include trade secrets, sales and marketing plans, new product plans, notes
associated with patentable inventions, customer and supplier information, financial data, and more.
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Examples of confidential information include:
• ideas
• data
• customer and supplier lists
• business operations
• recipes (e.g., food and chemical recipes)
• blueprints and designs
• internal business processes and methods
• financial information
• business plans
1.1.1 What is not Confidential Information?
To become confidential information, something must first have commercial value. Typically, if neither
you nor anyone else can generate profits from the information, then it has no commercial value.
In the absence of a confidentiality agreement stating the contrary, information in the public domain
is not confidential. Note that the owner of any information that he or she wishes to protect must take
reasonable steps to keep the information secret, otherwise it is not confidential. For example, a start-
up who explains their business model in front of a large audience cannot later claim it is confidential
information.
1.1.2 Why is Confidentiality Important?
For many companies, the only business advantage they have is a better way of doing something. In
most cases the method cannot be patented and even if it could be, the time and expense required
is outweighed by the need to immediately deliver their product or service to the market.
At your organisation you will be given access to information, which may be restricted or confidential.
Discretion is always needed when answering inquiries about guests and staff movements to avoid
situations where you could:
• put a customer’s security at risk
• put the staff’s security at risk
• compromise the organisations profits or competitive edge.
1.1.3 Personal and Private Information
Personal information is information belonging to a private individual, but the individual commonly
may share with others for personal or business reasons. This generally includes contact information
such as addresses, telephone numbers, e-mail addresses, health records, and so on. It may be
considered a breach of privacy to disclose such information, but for most people its disclosure is not
considered a serious matter.
However, there are situations in which the release of personal information could have a negative
effect on its owner. For example, a person trying to avoid a stalker will be inclined to further restrict
access to such personal information.
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Some types of private information, including records of a person's health care, education, and
employment may be protected by privacy laws. Unauthorised disclosure of private information can
make the perpetrator liable for civil remedies and may in some cases be subject to criminal penalties.
Data privacy concerns exist in various aspects of daily life wherever personal data is stored and
collected, such as on the internet, in medical records, financial records, and expression of political
opinions. In over 80 countries in the world, personally identifiable information is protected by
information privacy laws, which outline limits to the collection and use of personally identifiable
information by public and private entities. Such laws usually require entities to give clear and
unambiguous notice to the individual of the types of data being collected, its reason for collection,
and planned uses of the data. In consent-based legal frameworks, explicit consent of the individual
is required as well.
The type of information that you should not give freely over the phone may include:
• Personal telephone numbers and addresses of staff members

• Personal or financial information about your customers.
• Organisational policies
• Staff movements
• New appointments and resignations.
Be discrete and courteous when answering enquiries or giving information over the telephone. What
you say must be accurate and helpful, but it must not disclose confidential information. If you believe
that you have been asked to disclose confidential information, you could offer to take a message
stating that you will refer the matter to your supervisor or a staff member who has the authority to
deal with the request. In some situations, it may be appropriate to politely explain that, according to
your organisation's policy, you are not at liberty to give the information requested.
1.1.4 Activity: Confidential Information
Refer to POE
Obtain a copy of the confidentiality agreement that you have signed with your
organisation. Attach the copy to this activity.
1. Give three reasons why such an agreement with employees is important in your organisation.
2. List four examples of disclosable and non-disclosable information in your organisation.
Examples of disclosable information Examples of non-disclosable information
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1.2 Find Telephone Numbers
When making telephone calls it is important to obtain accurate telephone numbers. Calling the wrong
number not only wastes your time, but it also unnecessarily adds to your employer's telephone costs.
If you are making a call on behalf of a customer, you must obtain an accurate number quickly so you
do not inconvenience your customer.
There are a number of sources for obtaining telephone numbers, for example:
• Internal telephone directory

• White pages directory that contains an alphabetical listing of all telephone subscribers, i.e.
individuals, businesses and government organisation in your city / area.
• Yellow pages directory that contains an alphabetical listing of all businesses in your province.
• Public directories that can be accessed on-line on the internet.
• Public directories available on CD.
• Telephone numbers given to you directly by your customer. On these occasions listen carefully
and record the number accurately, repeating it back to the customer to ensure accuracy.
1.2.1 Use of the Internet to Find a Number
You can use the Web to find a business, residential, cell phone, even an unlisted number via a
variety of Web search tips and tricks.
Tracking down someone's cell phone number can be difficult, if not impossible. After all, one of the
reasons that people purchase a mobile phone is so they can have some measure of anonymity. In
addition, phone books do not (usually) carry listings of cell phone numbers, so there's no paper trail
to follow.
However, that doesn't mean that finding a cell phone number listing is an impossible task. While
mobile phone numbers are notoriously tricky to look up, there are a couple of tricks you can try:
• Try a search engine. If you know the mobile phone number already, try entering it into your
favorite search engine and see what comes up. If the cell phone number you are looking for has
ever been entered somewhere on the Web - a blog, a public job profile - it will show up and
you'll be able to track to whom it belongs to.
• Try social networking sites. There are literally hundreds of millions of people who are active
on various social networking sites all over the world. Many people use these social networking
sites to share information with each other, and yes, that does include phone numbers. Simply
type the person's name into the site's search function and see what comes back.
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• In addition, one of the most popular social networking sites is Facebook. It's a great source for
tracking people down, and while most of the ways you can find people here are somewhat
obvious, there are other informational sources within Facebook that might not be quite as easy
to use.
• Try searching via username. Usernames, individual identification codes/names for people
accessing a computer, network, or website, are also good jumping-off points for tracking down
a cell phone number. Since many people use the same username across multiple sites, you
can sometimes hit pay dirt simply by typing that username into your favorite search engine and
waiting for the results. If the person has entered in their phone number somewhere on the Web
underneath their username, it will come up in a search engine query.
• Try a niche search engine. There are a wide variety of search engines on the Web, and all of
them serve up unique results. While general search engines are quite useful in most search
situations, sometimes niche search engines - tools that fulfill a specific search purpose - can
come in handy. People search engines can be extraordinarily useful in this regard since they
search and retrieve only people-related information, which includes cell phone numbers. Type
in the person's name (use quotation marks around the name to make the search even more
focused), or type in the phone number itself to find related information.
The source you refer to will depend on the nature of the call you need to make. It is your
responsibility to find out the most efficient way to obtain the telephone number of people or
organisations you need to call on a regular basis.
1.2.2 Activity: Finding Telephone Numbers
Refer to POE
List the sources that you will use to find a telephone number in the following instances:
Number needed Source that I will use
The internal number for an employee
A cell phone number of a client
The telephone number of an electrician
The home telephone number of an employee
The telephone number of a supplier
1.3 Prepare before making a Telephone Call
Many people have difficulty using the telephone. Listen to some people dealing with phone calls.
Some take several seconds to answer. Others may "Um" and "Ah" a lot. Others may be very
expressive with their hands or faces, perhaps talking loudly and aggressively.
Using the phone can cause a great deal of anguish, and each person must learn to cope with it in
his or her own way.
Making a call can usually be split into three phases: preparation, the call, assessing how you did.
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1.3.1 Preparation
When making external calls it is a good idea to prepare beforehand. This involves not only having
the necessary writing material on hand but also any other documents required and the purpose of
the call. If you are clear about what you want to communicate, you are likely to convey confidence
and to handle the call in a professional and efficient manner.
Make sure you know why you are calling. Write the key points on paper and have it in front of you
when you call.
If you have a number of calls to make, list them in ascending order. Start with the easiest and work
your way up to the most difficult.
Do not keep putting off the call you need to make. That will make it even more stressful and difficult.
1.3.2 Making the Call
Once you have obtained the correct number, the necessary documentation and purpose of the call,
your next task is to establish telephone contact promptly. In order to do this, you must be trained to
use the telephone equipment in your workplace efficiently. A wide variety of telephone systems and
designs are available on the market.
If you are required to make long distance or international calls as part of your job role, you must
know the procedures for making these types of calls in the most efficient and cost effective way.
1.3.2.1 Creating a Good First Impression
Whenever you make a telephone call, whether internal or external, it is your job to make sure the
person you call receives a good first impression. Customers will judge you and your organisation by
the sound of your voice and what you are saying.
Positive first impressions are created by:

• the words you use
• the way you say those words.
The following guidelines can be used when making a call:
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• Greet the person you are calling politely and appropriately for the time, e.g. good morning, good
afternoon, good evening.
• Identify yourself, your establishment's name, and clearly and concisely explain the purpose of
your call.
• Start any telephone conversation by introducing yourself: "Hello, this is Peter Jones. If you
answer the phone and the caller fails to identify himself, you can say: "May I ask who's calling,
please?"
• If you're calling to talk to a specific person, then phrase your request as a polite question, e.g.
"May I speak to Rachel Smith, please?" When you have an extension number but no name you
can say: "Could I have extension number 635?" But if you're calling with a specific purpose, then
a statement works best: "I’m calling to make a reservation."
• Identify the person's name and use it during the conversation.
• Give accurate information during your conversation. It may help you to plan what you are going
to say before you make the call. You may make notes of important points that need to be
mentioned.
• Avoid using 'slang' words or words that may not be understood by the person you are calling,
e.g. abbreviations or industry terms that are not familiar to people outside the hospitality industry.
• Listen carefully to the replies given by the person you have called. Make notes of important
points, facts or figures. This will help you to summarise the conversation to confirm you and the
person you are calling understand what has been said.
• Complete the call with a fond farewell and thank the person appropriately.
You should have good vocal presence when speaking on the telephone. Vocal presence is
determined by:
• the clarity of your voice
• confidence and sincerity in your greeting
• confidence in the way you convey your message, and the organised way in which information is
presented
• a positive attitude which is displayed by a friendly and courteous manner, concern for the needs
of the person contacted by phone, and your willingness to be helpful.
1.3.2.3 Leaving a Message
At times it will be necessary for you to leave a message when making a call because the person you
require may not be available.
To avoid wasting time or causing inconvenience to your customers, you must leave an accurate
message. When leaving a message you should:
• State your name and number and give a brief reason for calling.
• Use the correct message pad to record the message given.
• Keep a written record of the message you left; this should include a brief summary of the
message, the date, time and name of the person you left the message with.
• Before ending the call, repeat your name and give a brief summary of the message to confirm
the person has understood.
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• End the call politely, e.g. say thank you and use the person’s name if known.
• Replace the receiver gently.
1.3.3 Activity: Prepare for a Phone Call
Refer to POE
Use the following telephone call preparation form to prepare for a call: (10)
Telephone call preparation form
Date:
Contact person (full name and title):
Company name:
Address:
Telephone number(s):
Purpose of call:
Introduction:
Lead statement:
Key words:
Conclusion:
Results/Comments:
Follow-up action to be taken:
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1.4 Learn a new Switchboard System
Within different organisations there are a range of telephone systems and how each one operates
is unique to that system, although they will often have common features. For example:
• Call answer
• Call holding
• Call transfer
• Speaker phone
• Voice messaging
The way these functions operate will differ depending on whether you are answering a switchboard
or a ‘normal’ office phone. It is your responsibility to learn how the telephone system operates and
the features available.
There are a lot of unfamiliar terms associated with office phone systems. Here is a list of some terms
that will help familiarise you with the technical jargon you might encounter:
• Ports - This refers to the number of connections that a certain phone system can handle,
specifically referring to PBX phone systems. This includes the total number of incoming lines,
as well as the number of extensions.
• Lines - Lines refer to the telephone lines coming into your business. Sometimes phone system
vendors refer to lines as "trunks."
• Cabinet - A cabinet is sometimes referred to as the "central office" (or "CO"), "key system unit"
(or "KSU"), "central unit" or even "base." A telephone system's cabinet is where internal routing,
external routing and configurations take place on PBX and key telephone systems.
• Extensions - These are essentially unique identifiers used within a telephone system's internal
network. Internal communication, fax machines and modems can all operate without a
dedicated phone line with the use of extensions.
• Key Systems -Also called key telephone systems, these are the entry-level choice for small
business phone systems. Each individual phone has a selection of buttons corresponding to the
number of phone lines available. Key telephone systems offer support for up to forty employees.
They are generally cheaper than PBX phone systems, and they offer features that suit many
small businesses.
• VoIP - Voice over Internet Protocol, or VoIP, is a type of Internet phone system. This means
phone calls are made relying on an Internet connection rather than traditional landlines. With
VoIP phone systems you can for the most part use traditional business telephones, but they
require a router to translate your Internet's signal into a usable signal for standard telephones.
VoIP is considered an alternative to key and KSU-less options for small office phone systems.
• PBX -Also known as Private Branch Exchange, PBX systems are customizable phone systems
for businesses with forty or more employees. The differences between PBX phone systems and
key systems are generally that PBX systems offer more features, easier upgrades and extensive
customisation opportunities, thus justifying a higher expense when compared to other systems.
• KSU-less systems - These are for very small businesses where portability and price are the
most important aspects, even over other features. In contrast to other phone systems, there is
no need for a cabinet with KSU-less telephone systems because the telephones themselves
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have the necessary routing software installed. KSU-less telephone systems are usually only
viable for companies with fewer than ten employees.
• CTI - Or computer telephony integration is an optional set of applications that integrate your
business' telephone system with a computer. Features can include video conferencing, one-
click dialing, incoming call routing and a variety of other timesaving features that could be
appealing to large businesses.
• Hybrid - These phone systems are a mix between key systems and PBX telephone systems.
Over the years the distinctions of these two systems have become less apparent, thus leading
to the use of the term "hybrid" for systems that offer the benefits and features of both types of
these small business phone systems.
1.4.1 Activity: A new Telephone System
Refer to POE
Match the word(s) in column A with the description in column B.
Column A Answer Column B

1. PBX C A. The entry level choice for small
business phone systems
2. Cabinet J B. Internal communication, fax machines
and modems can all operate without a
dedicated phone line with the use of
extensions
3. Ports C. Customisable phone systems for
businesses with fourty or more
employees
4. CTI D. Refers to telephone lines coming into
your business
5. Extensions E. These phone systems are a mix
between key systems and PBX
telephone systems.
6. VoIP F. An optional set of applications that
integrate your business’ telephone
system with a computer
7. Lines G. This includes the total number of
incoming lines, as well as the number
of extensions
8. Key systems H. These are for very small businesses
where portability and price are the
most important aspects, even over
other features. In contrast to other
phone systems, there is no need for a
cabinet because the telephones
themselves have the necessary
routing software installed
9. KSU less Systems I. Phone calls are made relying on an
Internet connection rather than
traditional landlines
10. Hybrid J. Where internal routing, external
routing and configurations take place
on PBX and key telephone systems
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MODULE 2
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Talk and Transfer Incoming Calls, as well as Messages in Accordance with

Organisational Requirements (SO2)
LEARNING OUTCOMES
• Explain the importance of acknowledging callers and keeping them informed of reasons for
delays. (AC1)
• Explain the difference in the way a person answers their own private telephone and the way
the switchboard is answered in terms of assisting customers (AC2)
• Describe standard telephone etiquette on answering calls, transferring calls and making calls
(AC3)
• Describe the importance of body language in communicating with others while on a call and
the reason (AC4)
• Make a decision, based on a telephonic request from a customer, to help or to transfer the
call to another person in the organisation according to standard telephone etiquette and
organisational requirements, and reasons for this decision (AC5)
• Ensure the caller’s call is transferred quickly and politely according to standard telephone
etiquette and organisational requirements, to another who may be more able to assist after
probing questions were asked to determine the purpose of the call (AC6)
• Take a detailed message for others in the organisation or an offer to call the customer back
is made (Including whom the message is for, who called, the time and date, a short
description of the call and contact details of the caller (AC7)
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2.1 The Importance of Acknowledging Callers
The internal calls you will be required to make may be

either to your customers or to other staff members. You
should not differentiate between these two types of
customers; that is, your internal and external
customers, they are both important. You must use
good telephone techniques and manners when
speaking to all customers so that they feel important
and valued. One way to make customers feel valued is
to note down their name, then address them using their name during the call. It gives the impression
that you are providing individual attention and a high standard or customer care.
No matter what your role at work, there will be times when you need to speak to people on the
phone. The people you speak to may be:
• Ringing with an inquiry (external customers)
• Workplace employees (internal customers).
The attitude you adopt on the phone should not be based on the importance of the person you are
talking to. You must always be consistent with your telephone techniques and remain positive and
helpful at all times.
Every telephone call, whether incoming or outgoing, is an opportunity for you to promote good public
relations. Your aim should be to treat each call as a unique experience.
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2.1.1 First Impressions
Every time you make or receive a telephone call, you represent your organisation. The person on
the other end of the phone cannot see you, so that person's first impression of you and the
organisation may well be determined by your voice and telephone manners.
Rightly or wrongly, we judge people and places based on our first impressions. Your workplace
spends a lot of time and money in promotional activities creating a good image of its operations and
products, and of the services it sells.
First impressions can destroy or confirm the image those promotional activities portray. When a
customer calls the organisation, it is part of your job to make sure the impression they receive is a
good one. Customers will judge you and the organisation by the sound of your voice and what you
are saying. Remember, you only get one chance to make a first impression.
Your workplace will have set telephone standards and procedures. By following these you will be
well underway in making a positive first impression.
2.1.2 Ways that can make your Organisation look Unprofessional .
Your organisation might be the most technically competent operation in the world. However,
seemingly insignificant lapses in professionalism can affect its reputation, and therefore that of the
people within. Here are some things to be aware of:
2.1.2.1 Criticising Co-workers to Outsiders
At times, you might be tempted to criticise other parts of your organisation to outsiders. But think
carefully before doing so — and think about how people may react. On one hand, they might be
embarrassed to hear such talk and wonder if your organisation knows what it is doing. On the other
hand, they might be impatient, wondering why, if they have a problem, you’re wasting time on your
own complaints. Your organisation is like the human body. Just as the head can’t say to the hand,
“I don’t need you,” neither can one department do without the other.
I once called a director of client support in an IT organisation. This director reported to the CIO, and
the assistant to that CIO had suggested earlier that I contact this director. When I did so, the director
freaked out and started criticizing the assistant, even telling me that the assistant was in big trouble
for suggesting I contact him. (By the way, that director is no longer with that company.)
Another time, I called executive B at one of my client companies to introduce myself and said,
“Executive A likes my work.” Executive B replied, “Why should I care what A thinks?” Guess what?
Executive B is no longer with that organisation.
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If you have disagreements internally, work them out privately. Remember, a house divided against
itself cannot stand.
2.1.2.2 Passing the Buck
When people contact your organisation, they usually do so because they need assistance. If you
can help them, wonderful. If you can’t, think about what you CAN do instead. If nothing else, try to
direct them to someone who can help. Avoid telling a caller to contact another part of your
organisation or replying to an email sender that way. It’s better in the first case if you transfer the
call and in the second case to forward to email. That way, you keep ownership of the call or email.
Yes, it takes longer. But doing so presents a better image.
Don’t be like the person in the Washington law firm I once called by mistake, as I sought another
person in that same firm. When I said, “I guess I have a wrong number,” that person said, “I think so
too” and then simply hung up.
2.1.2.3 Failing to Supply Material to a Subordinate
Suppose someone contacts you and sends you documents or other material. Then, you refer that
person to someone else in your organisation, perhaps a subordinate. Make sure you provide that
subordinate with those materials. Your subordinate will look foolish if he or she doesn’t have those
materials when the person calls. If the subordinate has to ask that person for that material rather
than get it from you, it looks even worse.
2.1.2.4 Failing to Test and Verify your Telephone Menu Options
Fooling people, even unintentionally, will annoy and irritate them. This principle applies to your
organisation’s telephone system as well. Test it to make sure the announced options are really
available and that they do what the announcement says they do. If the announcement says to press
a certain extension to reach a certain person, does the system really do so? Or will the caller get the
dreaded “invalid option” instead?
2.1.2.5 Failing to Acknowledge Caller by Name, if known
Suppose your assistant tells you that Joe Brown, someone you know, is on the line. But when you
pick up the phone, you don’t greet him by name. Think how that failure sounds to the caller. Your
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assistant asked for the caller’s name, or else the caller volunteered it. When you failed to mention
his name, he probably wondered why your assistant would ask for his name, given the fact that you
didn’t use that information. In any case, greeting a person by name gets the call off to a better start.
2.1.2.6 Being Clueless About the Location of a Principal
I am not referring to the principal of a school, but rather to the manager or executive who is supported
by an administrative assistant. If you are that assistant, or a co-worker or someone else in the vicinity
of this principal, pay attention. Your situation differs from that of the company receptionist at the
main switchboard. Outside callers realise that the receptionist can’t know whether a given person is
at his or her desk. Therefore, they’re okay with having their call go into voicemail (although a good
practice, even for the receptionist, is to warn the caller of this possibility).
In your case, giving such a warning vastly increases your professionalism. If the caller believes
you’re in the same general area as the principal, he or she might be annoyed if you imply that the
principal is available and then merely put the caller into voicemail. In other words, you will look
clueless to the caller. If you don’t know where that principal is, then say, “I will connect you, but if
[principal] is unavailable, it will go to voicemail.”
2.1.2.7 Misspelling Names/Wrong Pronunciation
People treasure their names, and misspelling it will annoy them even if they say otherwise.
Therefore, make sure you verify the spelling before using a name in an email or document. If in
doubt, ask the person. By no means will that person be offended. Rather, that person will be pleased
that you wanted to be correct about the name.
2.1.3 Activity: Acknowledge Callers
Refer to POE
Explain why it is important that callers are acknowledged and reasons for delays are
explained.
2.2 Answering Calls
When you answer a switchboard or work telephone you are doing so on behalf of the company and
as such certain standards and procedures need to be adhered to. In contrast how you answer your
private home phone is up to you. However you are encouraged to answer politely and always
identify yourself. Below is an example of how you would answer a switchboard versus a private
phone.
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When answering a phone at work: When answering the phone at home:
Always answer before 5 rings Answer as soon as possible.
Always greet “Good morning” or “Good Greet, for example “Hello”
afternoon” or “Good evening”
State the telephone number or your name.
Always state the name of the company /
For example: “Hello, David speaking”
organisation
Identify yourself
Ask how you might help or be of assistance
For example: “Good Morning. Southern Sun
Hotel. Dalene speaking. How can I help you?”
The following are guidelines for answering external calls:

• Say good morning / good afternoon / good evening
• State the establishments name
• State your name (this is optional)
• Ask the caller how you might assist them.
Good evening, Holiday Inn, Garden Court. Patience speaking. How may I help you?
For internal calls:
• Say good morning / good afternoon / good evening

• State your name
• State the department
Good morning. Walter speaking. Banqueting Department
When making internal calls:
• State your name and the department you are calling from
• Clearly explain your reason for calling
• Write down any messages given to you, including the name of the person, the time and the date
• Repeat a brief summary of the message to confirm understanding
• End the call politely stating the person’s name
• Replace the receiver gently.
Whether at work, at home, or on your mobile phone, here are some solid telephone etiquette tips
everyone should be displaying at all times.
2.2.1 Always identify yourself at the beginning of all calls.
When in the office, always answer a telephone by saying: “Hello/Good Morning, Accounting
Department, Syndi Seid speaking.”
From a cell phone, either simply say Hello, or state your name, Hello, Syndi Seid here. Do not answer
by using words such as “yeah” or “yes.”
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When placing a call, always state your name along with the name of the person you are calling.
Example: “Hello, my name is John Doe from XYZ Corporation. May I please speak with Ms. Jane
Smith?”
2.2.2 Be sensitive to the tone of your voice.
Do not sound overly anxious, aggressive or pushy. It is important your tone conveys authority and
confidence. Do not lean back in your chair when speaking on the telephone.
Sit up in your chair or stand during the conversation. When at home, use a personal tape recorder
to privately record your own conversations. You will then hear how your sound to others.
2.2.3 Think through exactly what you plan to say and discuss BEFORE you place a call.
Jot down the items you want to discuss and questions you want answered. In other words, anticipate
and expect you will be placed into a voicemail system; plan your message to be as direct and specific
as possible, asking the person to respond to specific alternatives or questions. Do not say, “Hello,
it’s Syndi, call me back.” At least state the subject about which you want the person to call you back
about.
2.2.4 Do not allow interruptions to occur during conversations.
Do not carry on side conversations with other people around you. The person on the telephone takes
precedence over someone who happens to walk in your office or passes by while you are on the
phone.
If you must interrupt the conversation, say to the person, “Please excuse me for a moment I’ll be
right back.” And when you return, say, “Thank you for holding.”
2.2.5 Especially when leaving messages, speak clearly and slowly.
Do not use broken phrases, slang or idioms. Always, always leave your return telephone number as
part of your message, including the area code . . . and S-L-O-W-L-Y, including REPEATING your
telephone number at the end of your message.
Practice leaving your number, by saying it aloud to yourself as slow as you have heard an
informational operator say it.
2.2.6 Turn it off
Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant,
theatre, training class, or other place where the purpose of your visit would be interrupted or others
would be disturbed by hearing your cell phone ring.
If you are expecting an important call, inform the caller you will be in a meeting during certain times
and state you will monitor your message indicator for when it illuminates you will excuse yourself to
leave the meeting and return the call.
2.2.7 Always speak into the telephone receiver with an even and low tone of voice.
Especially when speaking on a cell phone out in public, be sure to monitor how loud you may be.
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Move the phone ear piece just slightly away from your ear and listen to yourself speaking. Discover
whether you are speaking too loudly or too quietly for the other person to hear you.
2.2.8 Don’t be distracted
Do not allow yourself to be distracted by other activities while speaking on the telephone, such as
rustling papers, chewing and eating, working on the computer, or speaking with someone else. Most
importantly, do not use a hand held cell phone while driving. Get a headset or speaker phone for the
car.
Always treat every caller with the utmost courtesy and respect by giving him/her your undivided
attention.
2.2.9 Important Points to Remember when using a Cell Phone
One disadvantage of a mobile telephone is the lack of telephone etiquette. People seem to have
no manners when talking on their phones.
Personally, I do not care to hear another person's conversation. If I'm having dinner alone in a
restaurant, I believe I am having more fun than a family whose parent (usually the Father) is
interrupted by a call and does not tell the caller about the personal family time he's having but
continues to talk on the phone.
Of course, it's not my business. I have no idea the understanding that exists between those family
members. I do know the call is about business because people tend to talk extremely loud when
talking on their mobile phones. That really annoys me.
I have addressed my leisure time away from the workplace where I have observed others and their
inconsideration to the general public. At the workplace, impoliteness and rudeness to others when
on the phone or not, is totally unacceptable from employees.
The use of cellular phones is on the increase; however there is no reason why telephone etiquette
should not apply in this area. Here are some etiquette guidelines when using cellular phones:
• Avoid loud and animated conversations in public places by keeping your voice low or to a
conversational level. Cell phones are designed for conversation at a normal volume.
• Respect the personal space of those around you.
• Private conversations should be kept private.
• Turn the ringer as low as possible to avoid disturbing others.
• It is inappropriate to have phone conversations at social gatherings such as concerts, plays,
movies, funerals, lectures, church services and many other events.
• The people you are with take priority over a phone call. Having a conversation in their presence
can be viewed as being rude and make the person feel unimportant, and make you look bad.
• If you have to make a call, excuse yourself. Take yourself off to another location that will be less
disruptive.
• Avoid extended calls.
• Inform the person that you are calling that you are using a cellular phone, then if the connection
fades or drops; the person will know to wait to see if the clarity returns or that you will be calling
back.
• Focus on safety first. Do not use cellular phones when they impede your ability to drive or walk.
Get a hands-free kit or phone cradle holder for your vehicle or a "walk about" kit for your phone
when out of the car.
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• Use caller ID, voice messages, or if you must have the phone on keep it close and accessible to
reduce the number of rings and set it on vibrate.
2.2.10 Activity: Answering Business Calls
Refer to POE
Read the following conversation that took place in XYZ Company:
Telephone operator: Yeah?

Caller: Is that XYZ Company?
Telephone operator: Yeah
Caller: Can I please speak to Mrs Zweli?
Telephone operator: She’s not available
Caller: Can you tell me when she’ll be available. It’s important that I discuss
the
terms of a contract with her
Telephone operator: I don’t know
Caller: Can you please tell her that I have called and let her call me back?
Telephone operator: OK.
Re-write the above conversation and correct the telephone operator’s unprofessionalism:
Telephone operator should say: Caller
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2.3 Standard Telephone Etiquette
The telephone is an important device with the help of which people separated by distance can
easily interact and exchange their ideas. Telephone is one of the easiest and cheapest modes of
communication.
An individual needs to follow a set of rules and regulations while interacting with the other person
over the phone. These are often called as telephone etiquettes.
It is important to follow the basic telephone etiquettes as our voice plays a very important role in
creating an impression of our personality, education, family background as well as the nature of job
we are engaged in. The person giving the information is called the sender and the second party is
the recipient.
Find below various telephone etiquettes:

 Always remember your voice has to be very pleasant while interacting with the other person
over the phone. Don’t just start speaking, before starting the conversation use warm greetings
like “good morning”, “good evening” or “good noon” depending on the time.
 Never call any person at odd hours like early morning or late nights as the person will
definitely be sleeping and will not be interested in talking to you.
 In any official call, don’t use words like “Any guess who I am? “as the person on the other
side might be occupied with something and can get disturbed. Always say “Is it Ted?”, and do
ask him, “Is it the good time to talk to you?” and then start communicating. If the person sounds
busy always wait for the appropriate time.
 Make sure your content is crisp and relevant. Don’t play with words, come to the point directly
and convey the information in a convincing manner. First prepare your content thoroughly and
then only pick up the receiver to start interacting.
 After dialling, always reconfirm whether the person on the other side is the desired person whom
you want to interact with. Always ask “Am I speaking to Mike?” or “Is this Jenny?” before starting
the conversation.
 Always carefully dial the numbers, never be in a rush or dial the numbers in the dark as it would
lead to a wrong call. If by mistake you have dialled a wrong number, don’t just hang up, do say
sorry and then keep the phone courteously.
 Never put the second party on a very long holds. Always keep the information handy and
don’t run for things in between any call as the listener is bound to get irritated.
 While interacting over the phone, don’t chew anything or eat your food. First finish your food
and then only dial the number. If you are reading, please leave the book aside, first concentrate
what the other person wishes to convey and then continue with the book.
 After completing the conversation, don’t just hang up. Reconfirm with the receiver whether he
has downloaded the correct information or not and do end your conversation with pleasant
words like “Take care”, “nice speaking with you” and a warm bye.
 Always speak each and every word clearly. The person on the other hand can’t see your
expressions so remember your tone should be apt to express your feelings in the correct form.
 Don’t take too long to pick up any call. If you miss the call, make sure you give a call back
as the other person might have an important message to convey. Avoid giving missed calls at
work places as it irritates the other person.
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 In professional talks, never keep the conversation too long as the other person might be busy.
Always keep the content crisp and relevant and do come to the point after formal greetings.
 If you are not the correct person and the speaker needs to speak to your fellow worker always
say “one moment please- I will call him in a minute”. If the colleague is not in the office premises,
always take a message on his behalf and don’t forget to convey him when he is back.
 Decrease the volume of the television or turn off the speakers while speaking over the phone
as noise acts as a hindrance to effective communication
 If there is any disturbance in the network, don’t just keep speaking for the sake of it; try to call
after sometime with a better line.
Remember all the above telephone etiquettes must be practiced for an effective and healthy
telephonic discussion and smooth flow of information.
2.3.1 Do’s and Don’ts when answering Phone Calls
The Do’s The Don’ts

♦ Answer the telephone within 3-5 rings. This ♦ Avoid sounding stressed.
will save time and prevent customers from ♦ Don’t interrupt the caller.
complaining. ♦ Never speak with something in your mouth.
♦ If you are unable to answer the call within 3- ♦ Avoid using slang or offensive language.
5 rings apologise to the caller. ♦ Avoid speaking with a third party while
♦ If the line is busy or there is no reply at the answering the telephone. If someone
extension, at regular intervals come back to comes to your desk, acknowledge the
the caller and keep him/her informed i.e. person by making eye contact and smiling
“Line still busy, would you like to hold, or (this will let them know that you know they
leave a message?” are there but cannot give them your full
♦ Speak directly into the receiver. attention immediately as you are occupied).
♦ Answer internal and external calls according ♦ Don’t treat the telephone like a potential
to workplace standards. customer.
♦ External: say good morning/good afternoon,
the establishment’s name, followed by how
I might help you.
♦ Internal: state your name and department;
determine the guest’s room number or staff
member’s extension line.
♦ Use your voice to show interest and
enthusiasm. Always speak distinctly and
clearly.
♦ Smile before you pick up the phone.
♦ Speak slowly and clearly, this will save time
having to repeat information.
♦ Use a low-pitched voice.
♦ Avoid extremes in volume.
♦ Find out the caller’s name and use it during
the conversation.
♦ Vary your tone of voice to hold the caller’s
interest.
♦ Concentrate on the caller and listen
carefully.
♦ Avoid the use of unprofessional language,
e.g. yep, hang on, just a second or l will try.
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♦ Treat each caller and situation individually.
Think about how you would like to be
treated.
2.3.2 Activity: Telephone Etiquette
Refer to POE
1. Obtain a copy of the policy on phone usage in your organisation. Attach the
copy to this activity. What is the purpose of such a policy?
2. If you should make a list of the most important points to remember when answering a business
call in your organisation, what would it be? List eight.
2.4 The Importance of Body Language
Studies show that only 7 percent of a message is conveyed through the words that you use. Another
38 percent is carried by your tone of voice. The remaining 55 percent is conveyed through body
language.
Guess what's not available when you're on the

telephone: body language, and that accounts for more
than half of the communication message that's
conveyed. You have to make up that missing 55
percent when you're on the telephone, through your
voice. How do you do that?
For one, when the phone rings, be ready. Be prepared

to talk. Give your attention to the caller -- the customer.
Set aside whatever you are doing and focus on what
the caller is saying. Ask clarifying questions: "Do you
want the dean or the assistant dean?" Paraphrase their comments so you understand what the
caller means. Interact and verbally encourage the caller. Summarise the conversation to clear up
any areas of misunderstanding. Although the caller can't see them, use body gestures -- body
language. Gestures allow you to be more expressive, more animated in your conversation.
Also pay attention to your vocal quality, consisting of rate, pitch, volume, clarity, and tone. Is
your voice rate too fast or too slow? The average speech rate is 140 words per minute.
Fast talkers come across as untrustworthy or too busy to talk. Callers may think of slow talkers as
mentally slow.
Pitch is the highness or lowness of your voice.
High-pitched talkers tend to grate on people's nerves, while low-pitched talkers sound mechanical,
almost robotic.
Volume is how loud or soft you talk.
Loud people are perceived as brash, overbearing; soft speakers are seen as shy, wimpy.
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Clarity takes in how your words are understood. Do you articulate your words, or do you slur them
together? One problem is dropping end consonants ("droppin'" for "dropping") or mispronouncing
some words ("git" for "get").
Lastly, tone is the expressiveness in your voice. It makes up 38 percent of the communication
message, so make it count. Be expressive.
With practice and self-control every person can develop his/her voice to become one of his/her
greatest assets. Few people succeed to greet a friendly and helpful voice with discourtesy.
Your conduct should radiate friendly and courteous service.
The person at the other end of the line will form an image of your personality, professional ability
and the organisation you represent, simply by listening to your voice.
Good vocal presence is determined by the following:
• The clarity of your voice.

• The efficiency with which you answer the telephone
• Promptness to answer
• Confidence in greeting
• Knowledge of your organisation, its products and services.
• Your attentiveness to the caller
• Friendly and courteous manner
• Concern for the caller’s needs
• Willingness to be helpful.
Although the person on the other end of the phone cannot see you, this does not mean that your
body language cannot be heard. When you answer the phone SMILE - it is impossible to sound or
feel unfriendly, hurried or too busy when you are smiling.
Good posture is important. The tone of voice produced by the physical posture may indicate
relaxation, tension, concern, lack of concern, etc. If you are slumped in your chair you put pressure
on your diaphragm (where the sound originates from) and the quality of sound produced is
compromised.
A good posture to adopt is to sit reasonably upright, leaning forward and feeding back paraphrases
to the person. You may find yourself making gestures such as nodding and these are not wasted
as they are translated through the tone.
2.4.1 Activity: The Importance of Body Language
Refer to POE
Let’s imagine that you have to train a new employee on telephone etiquette. Explain
to him / her why it is important to pay attention to body language when talking over
the telephone.
2.5 Transfer a Call
Today's sophisticated business phone systems can do more harm than good if proper business
phone etiquette is not employed. Simply put: Treat your callers in a way that you would want to be
treated on a business telephone call.
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Proper business phone etiquette can make a positive
impression on your callers. Transferring a telephone
call is more than just knowing what buttons to push on
your telephone system. The business telephone
etiquette that you and your employees use directly
reflects upon the image that your business portrays.
Explain to the caller why you need to transfer the call.

Reasons may include: the caller reached the wrong
department (or wrong number), the caller has questions
that only another department can answer, or you do not have authority to make the decision the
caller is seeking. Regardless, make sure the caller knows "why" and that you are not just passing-
the-buck.
Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at
once, always ask the caller politely if you may put them on hold. Remember that the caller could
have already waited several minutes before getting connected to you and may not take lightly to
being put on hold. Never leave the person on hold for more than a few seconds or they may become
upset and hang up.
It is better to return a call than to keep someone on hold too long. If the phone rings back to you,
you've kept them on hold too long.
Do not forget to return the call as you promised.
In order to provide excellent service, always try to handle a caller’s request yourself. Calls should
only be transferred when:
• A caller requests to be transferred

• You feel that you cannot handle the request yourself.
In both of these situations it is important that you transfer the call to the correct department or
individual. When transferring the call you should always get enough information from the caller so
that you can advise the person receiving the call. By doing this, the caller will not have to repeat the
information.
Consider the following example of a call transfer:
Guest: This is Mr. Smith. I will be at the hotel next Saturday and would like to have dinner in the
restaurant.
Operator: (Department/individual) will be able to assist you. Please allow me to transfer your call.
Restaurant: This is (department/individual), I am transferring a call for Mr. Smith who would like to
make a dinner reservation for next Saturday.
Wait for the individual to acknowledge the call.
Initiate a three-way conversation. Mr. Smith, I have the restaurant on the line. They will be able to
assist you.
Receiving department: This is Joanne; I understand you would like a dinner reservation for next
Saturday.
Remember!! When transferring a call, the caller may be able to hear what is being said.
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2.6 Transfer a Call Correctly
Although not ideal, there may be times when you need to put a caller on hold whilst you find out the
necessary information, answer the switchboard, etc. When putting a caller on hold give a positive
statement. Let the caller know what you are going to do and then ask their permission to put them
on hold. This is courteous and keeps the caller informed. They feel valued and in control of the call,
instead of feeling like an interruption or nuisance.
If the caller has agreed to hold, always thank them. For example:
I regret that the phone of Mrs. Edwards is currently engaged. May I take a message, or would you
care to hold? Thank you. One moment please.
Once on hold, never leave the caller for more than 30 seconds. Return to the caller to update them
of your progress and assure them that you have not forgotten about them. For example:
Thank you for waiting, the line is still busy. Would you still like to hold, or may I take a message?
Always offer to take a message, regardless of how long the caller has been holding.
If a caller has been holding for a specific person, it may be useful to offer them alternative people
whom they can talk to. For example:
I regret that the phone of Mrs. Edwards is currently engaged, may someone else assist you, would
you like to continue holding, or may I take a message? Thank you. One moment please.
2.6.1 Dealing with Callers Requirements
When people call your workplace, they are calling for a reason. They may want help, information or
advice. Sometimes callers are not sure who they want to talk to.
It is your role to ask the right questions in order to determine the purpose of the call. If the reason
for the call is not established, the caller may be unnecessarily transferred from extension to
extension. Remember; never sound hurried, bored or impatient with the caller. They are doing you
a favour by calling.
When you offer to help, you need enough information from the caller before you can outline what
the next step is. The best way to get this information is by asking open-ended questions. An open-
ended question is one that requires more than a one-word answer.
Open-ended questions begin with:
• what
• why
• which
• when
• where
• how
• who
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The questions you ask will depend on the situation. However, always remember that open-ended
questions will get you the information you need.
2.7 Take a Message
If you are unable to transfer a caller to the appropriate person, it is your job to help the caller.
Remember, it is up to you to make every contact with every caller a unique experience. If you cannot
transfer the call, always offer to take a message.
Remember, Always have a message pad and pencil available. Putting your caller on hold to get a
pen will not create a positive first impression of you or your workplace.
Every telephone message should contain enough information to avoid misunderstandings. For
example:
• Name of the person the caller wanted to speak with.

• Caller’s name, number and company.
• Time and date the call was received.
• An accurate summary of the message.
• Follow-up action requested.
• Degree of urgency.
• Name and initials of the person taking the message.
2.7.1 Developing Listening Skills
Excellent listening skills will help you to be effective and efficient when taking messages.
The art of listing is well worth learning. If you are a lazy listener it can be costly to both yourself and
your workplace. For example, you could:
• forget what the caller has told you
• ignore what the caller has told you
• misunderstand what the caller has told you and distort the facts.
Staff who has good listening and communication skills can help the company succeed because they:
• understand problems better
• remember information the customer has told them
• improve working relationships with both customers and colleagues.
When answering calls it is an important part of your job to take the time to listen to people, to think
about requests and to offer the most helpful response.
The following will assist you in improving your listening skills and consequently taking better
messages:
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• Stop talking when somebody is talking to you.
• Be attentive, avoid daydreaming and try to block out distractions.
• Paraphrase the message accurately to confirm it.
Sometimes a listener can use paraphrasing to make a helpful response. Paraphrasing is useful to
find out how a caller feels and to allow the caller to feel free to express their concerns.
For example:
Operator: Mrs. Lerm, I think that Mrs. Brown would be the best person for you to speak to. Would
you like me to have her contact you?
Caller: Mrs. Brown is always so busy!
Operator: Do you feel that Mrs. Brown is too busy to deal properly with your inquiry, Mrs. Lerm?
Caller: Well, I guess she probably is busy!
Operator: Would you prefer to speak to someone else, Mrs. Lerm?
Caller: No, Mrs. Brown will be fine.
By paraphrasing, you have caller feedback. After hearing what you have to say, the caller can correct
any false impressions that have been formed. The caller will also be reassured that you understand
the purpose of the call.
Clarify points that you don’t understand. Don’t assume you have a common understanding with your
caller. Use phrases like:
If I have understood you correctly, you (need/want) etc.
Do you mean...?
I am not sure that I understand what you mean by....
Would you mind repeating that last point........?
The following are points to remember when taking down telephone messages:
• Use the correct message pad to record any message given.
• Write the message in clear handwriting and record the important information accurately, noting
the time, date and the name of the person leaving the message.
• Always read the message back to the caller to confirm accuracy.
• Spell out any difficult names using guard words, if necessary - e.g. A for Alpha etc.
• Establish urgency of the message.
• Use the caller’s name, where appropriate, during the conversation to demonstrate your
attentiveness and concern.
• Pass the message on to the relevant person according to organisational requirements.
2.7.2 Distribution of Messages
When you take a telephone message, you must distribute the message promptly according to
organisational procedures. The following systems for distributing telephone messages may be used:
• central location for messages, e.g. pigeon holes, message boards, etc.
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• positioning messages prominently on a person's desk or workstation.
• sending the message to the appropriate person via e-mail.
If a message has been marked as urgent, it should be placed on top of other less pressing messages
that may have been received. You should follow through later and check that the urgent message
has been received and offer the recipient further explanations if required.
If you have assured the caller that their call will be returned, make sure that you take necessary
follow up action. The call may be important and it could be embarrassing if the message was not
received and the caller calls back and asks why the call has not been returned.
2.7.3 Activity: Take messages
Refer to POE
The following messages were taken in your company. Evaluate the messages and
write notes to improve the taking of messages by the individuals who answered the
calls.
Message 1 Message 2
To RAY To STEPHEN
From JOHN From SYLVIA
Company Company
Phone Phone
Telephoned you Returned your call Telephoned you Returned your call
Please telephone Called in person Please telephone Called in person
Will call again Please see Will call again Please see
Message: URGENT Message: CALL WITHIN THE NEXT HOUR
Taken by: VICKY Taken by: Leah

Date: 13/02/09 Time: 13:21 Date: Time:
Page 31
Notes on Message 1 Notes on message 2
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MODULE 3
-------------------------------------------
Describe Methods for Dealing with Abusive Callers and Emergency Situations in
accordance with Organisational Requirements (SO3)
LEARNING OUTCOMES
• Describe methods for dealing with abusive customers. (AC1)
• Describe methods for dealing with emergency situations (AC2)
-------------------------------------------
3.1 Methods for Dealing with Abusive Callers
What is an abusive caller?
Do not confuse abusive callers with angry callers. It is quite possible for a caller to be furious without
losing their cool and becoming abusive. You can help angry people and, with the right treatment,
turn them into happy ones
Callers are abusive if they speak to you in a way that makes you feel uncomfortable or if they make
comments of a derogatory nature. You define the level of abuse by how it makes you feel personally.
However, don’t take the caller’s abuse to heart, even if the attacks become personal in nature. You
are doing your best to help (at least you should be).
If your efforts are not good enough for the caller, remember the hundreds of people who were happy
with your work. Abusive callers are more than likely upset about a totally unrelated matter, and are
abusive to you because they lack the maturity and objectivity to separate this annoyance from the
matter in hand.
What constitutes phone abuse?
Phone abuse can be categorised as any derogatory verbal exchange that is aimed at you personally,
or that makes you feel uncomfortable. This can be anything from comments aimed at your religion,
race, or gender, to rudeness, shouting, or even taking other calls while speaking to you. Nobody
should ring you up and then put you on hold. This just demonstrates bad manners and is always the
caller's problem, not yours. If somebody calls me, then starts to talk to somebody else, hang up.
Is the customer always right?
Everybody has the right to some respect. Customers are not always right, no matter what their
Page 33
problems may be. If they start to hurl personal abuse at you, then they are definitely not in the right,
and you have the right to no longer talk to them.
Support from your company
It’s important that you familiarise yourself with your company's policy on abusive callers. If that policy
says that you have to sit there and take it, then frankly it's time to find a new and better employer.
What can I do when abuse occurs?
When a caller is ranting and hurling abuse, nobody is getting anything out of the exchange. Stop
trying to help the caller and start taking charge of the call. You can tell abusive callers that you are
not comfortable with the way they are behaving and ask them to stop. Explain why you do not feel
comfortable. Remember, you aren't a machine and do not deserve to be treated as one. You have
feelings, just as the caller does, and the caller should respect them, no matter what the issue is.
Above all, stay calm. Don't rise to the bait or snap back. That's what they want. They want you to
lose control and start a shouting match. Nothing would make them happier than for you to fly into a
rage so that they can take the moral high ground and make a complaint against you. Sometimes
letting them think that the call is being recorded is useful, particularly if the caller is internal. Keeping
calm can also defuse the situation, may result in an apology, and is your best chance of getting back
on track.
Let the caller know that either the abuse stops or the call does
Should the abuse continue, calmly inform the caller that you will not put up with it and will terminate
the call if it continues. This will either calm the caller down (if he really wants your help) or make him
worse, in which case you can end the call. Be firm about it. Make it clear that the ball is in their
court—if they want support, you are happy to provide it, but the call must proceed in a polite and
professional way.
Terminate the call
If the abuse continues after your warning, simply hang up. Don't repeat your threat endlessly and
definitely do not argue. You have stated your position clearly.
Inform your manager or supervisor
If you have to end a call, the caller may call in later to complain. This is nothing for you to worry
about. As long as your supervisor knows about the incident, he or she will support you. Anybody
who has worked on a help desk knows the score. Supervisors should be informed so that they can
deal with the complaint when it comes in. I have known a complaint to arrive, and then after a few
minutes the supervisor hung up on the caller as well! When this individual got through to the
managing director of the company, expecting some kind of freebie for his trouble, he was told that
he was no longer welcome to use our service.
Finally some good news
Ninety-nine percent of the people you will speak with are very pleasant. They just need help. Even
though abusive callers are thankfully not a common occurrence, when you are prepared to deal with
a bad call experience, it is much easier for you, and not the caller, to be the one in control of the
situation.
Page 34
3.1.1 Handle Customer Complaints
Whether you deal with customer complaints or the odd telemarketer, learning to handle rude
telephone callers can help make your phone conversations more manageable and pleasant. The
following could help:
• Identify yourself clearly and ask for the speaker's identity politely.
• Stay courteous to encourage the caller to stay courteous. If you are speaking with a complaining
customer, give clear indications that you will help resolve the issue. Acknowledge the problem,
apologise for the inconvenience, empathise to show you care and make a plan to solve the
problem.
• Listen to a caller so you understand the reason for the call. By hearing the caller out, you gain
the opportunity to understand the caller and you also present an opportunity for the caller to
relieve frustration
• Ask questions to clarify points you do not understand. Do not argue or criticise, however, and
do not assign blame.
• Paraphrase what you think you heard to see if you understand. Give the caller an opportunity
to correct any errors or misunderstandings.
• Give solutions to solve the problem and listen to the caller's reaction to the solutions. Work to
reach a mutually acceptable solution
You pick up a call in your normal professional manner and the caller on the other end of the line
explodes. The person has been in cue for ten minutes, and when he does get a live person—you,
he starts ranting and raving about his delivery problem, the second one he has had this month.
It’s not your fault, but the customer takes it out on you. So the question is how to handle it. The
solution is to just say AAH and to do it quickly!
3.1.2 The AAH Approach
3.1.2.1 Align
Instead of defending yourself or ignoring what the caller just said by asking for the account number
or tracking information, etc, the first step should be to align with that customer by acknowledging
the problem or the inconvenience caused by it.
Usually, when the caller hears that you are apologetic, it is difficult for the person to continue in the
same offensive manner. The trick is to make the acknowledgement statement very specific and very
sincere. It cannot sound phony. It is not sufficient simply say to say “I’m sorry” or “OK” An
acknowledgement has to be more detailed or explicit.
An example of a strong empathetic statement might be:
“First, I apologise that you had to wait in cue so long, especially when you have such a serious issue.
I am also really sorry you had a delivery problem. You say it was the second one this month? That’s
terrible. That has to be frustrating.
With a strong acknowledgement statement, the customer feels you get it. He feels you are on his
side. Once that happens, he becomes receptive to solving the problem in a reasonable fashion.
Tone of voice is critical for the statement to be perceived in a positive manner. The voice has to
sound warm. You cannot rush. Thus, between each statement, you should pause for a few seconds
Page 35
and take a breath. The more you pause, the more sincere your voice will be. The more you pause,
the more the customer will hear your words.
3.1.2.2 Ask
Disgruntled customers like it when you seem to want to get to the bottom of their issue. After you
have aligned with the caller, then begin to ask some questions about what happened. If you ask
questions before acknowledging, customers do not believe you care. They feel you just want to get
rid of them. As you ask questions, be sure not to interrupt. They need to get their story out. Also, be
sure to summarise what you hear periodically so that they and you feel you have the facts straight.
If the issue is your customer’s fault or, for example, the delivery service’s issue, make sure to choose
your words carefully. For example, if the problem is because the customer placed an order late or
didn’t pay the extra charge to expedite shipping, do not become accusatory. Do not lay blame. Speak
in the third person. Do not start a sentence with “you.”
For example, if the problem was the customer’s fault, you might say the following.
“It looks like the problem is due to the time the delivery was placed. The pick-up times are regulated
by Federal Express. The order was placed according to the records in the system at 4:30. Our last
pick-up of the day from Federal Express is at 3:30, and, I don’t see anything in the system that says
the pick-up was expedited. But let’s see how we can fix this.”
3.1.2.3 Help
Customers want their problem resolved quickly so they need to hear that you are going to help
several times in the conversation.
For example, you might say.
“I know this is upsetting and you need to have this resolved quickly. I am going to help you get that
delivery as soon as possible.”
If the issue is your company’s problem, determine what you can do to fix the situation and then go
above and beyond. For example, offer to overnight the goods at no charge or to credit the account.
When the issue is the fault of the company, the customer looks for freebies. If you can offer to do
something for nothing, customers will notice.
When an issue is resolved, 70% of customers remain loyal. When the issue is resolved quickly and
in a positive manner, 95% of the customers continue to do business with an organisation. Over time,
they have a tendency to spend ten times the amount of the purchase that dissatisfied them, if they
feel the service they have received has been exemplary. By saying AAH, you increase the chances
of satisfying the upset consumer.
Page 36
3.1.3 The EAR Approach
Complaint callers who are irate are really saying, "I rate." They have bought into society's "the
squeaky wheel gets the grease" mentality. When that happens, try the EAR method (which makes
sense, since this document discusses answering telephone calls, listening, and responding):
• Empathize with the caller.

• Apologise and acknowledge the problem.
• Accept Responsibility. (You'll do something.)
Empathise with the caller. This is different from sympathy, where you take on someone else's
problem. Try to understand how the person is feeling.
Apologise and acknowledge the problem. You don't have to agree with the caller, but express
regret that there is a problem. People want to be heard, and no one's complaint is trivial. Each
deserves prompt handling, so do not deal with it in a trivial manner.
Accept Responsibility. Make sure something is done. Take it upon yourself to DO something.
Many times, that's all that people want: the reassurance that something will be done. People want
to be helped. They want to know that you care. Use these phrases to get that sentiment across:
"How can I help you?" "What can I do for you?" "I'll make sure this message/information gets to the
right person."
The acceptance of responsibility may be as simple as forwarding the call to the appropriate individual
or sending the caller more information. If you do forward the caller to someone else on your staff,
follow up with that person to make sure the caller was taken care of.
And in your responses, avoid these forbidden phrases:
• "I don't know." It sounds as if you're closing the door on the caller or that you're not sure what's
going on in your own office. Better to say: "That's a good question. Let me check and find out."
• "We can't do that." This sentence is extremely negative. Be positive. Try this: "That's a tough
one. Let's see what we can do."
• "You'll have to..." sounds accusatory. Try instead: "Here's how we can help you."
• "No," when it begins any sentence. It sounds as though you're not willing to help. You may not
be able to do one thing, but you can do something. "We aren't able to do that, but we
can...."(Because there's always something you can do.)
Page 37
If you get an irate caller, or even one who is calm, cool, and collected, here are some more methods
to handle complaint calls:
First, don't overreact, especially if the caller starts using "trigger" words or phrases, such as: "I want
to talk to someone who knows something." Most people respond by getting defensive when their
"hot-button words" are pressed. Remember, a positive attitude is the most important asset you
have.
Second, listen completely to the complaint. Allow the caller the opportunity to vent some frustration.
When you listen, don't try to apply logic to the situation. Many people are beyond logic if they are
angry, so accept the feelings being expressed. Avoid argument and criticism.
Third, do not blame anyone -- the caller, yourself, or someone on your staff -- even if you know who
is to blame for a problem. This information should not be shared with the caller.
Fourth, paraphrase the caller's comments, and ask questions if you do not understand the
information being presented to you. Restate the problem as you understand it.
Fifth, offer solutions and, if appropriate, offer alternatives. Providing alternatives empowers callers.
It gives callers a feeling that they were not dictated to and that they were part of the solution.
Finally, confirm the solution with the caller. Make sure the caller agrees with what has been decided.
Of course, not everyone will be happy, no matter what you do. These people will not be content;
they just like being grumpy. Usually, these are the people who want to talk to the person "above
you." If that is what it takes to lessen their anger, then do so. By the time they have been transferred
to a supervisor, they usually have become calmer and less demanding. It seems that they just
needed to vent their anger at someone: you. Just remember that most people are not that way and
keep a firm grip on that positive attitude of yours.
You should follow the same procedures for dealing with complaints over the telephone as you do for
dealing with customers face to face. The barriers when dealing with others on the telephone are
what create the challenge. You cannot rely on the visual clues that normally tell you whether you are
being understood, you only have your voice to rely on. Voice projection and the words and tone used
are the key factors in demonstrating a professional image. It is quite a challenge to your professional
skills to succeed in providing superior and distinctive service over the telephone. Every telephone
complaint you handle competently represents an opportunity for your organisation.
Although it is best to resolve complaints or incidents yourself, sometimes you have to refer the
situation to a person in a more senior position. In most cases, customers do not want you to refer
the situation to someone else because it could imply you are not interested, or you believe it is not
your problem. On the other hand, if a person is really angry, perhaps this is exactly what he or she
wants because it is one way of expressing the need to talk to someone ‘more important’.
Page 38
A more senior person may also have more experience in dealing with difficult situations or with the
types of alternatives available to satisfy the customer.
You need to use your best judgment. If a customer presents you with a complaint, consider it your
problem to manage. You may or may not choose to involve someone else. Refer the complaint to
your supervisor or manager if the nature of the problem is clearly out of your sphere of authority.
Whatever the complaint, it should be dealt with efficiency and with courtesy in the following manner:
Step Action
1. Deal with the customer’s feelings:

• Apologise and empathise with the customer.
• Listen to the customer without interrupting.
• Find out what the customer wants.
Deal with the problem:

2.
• Determine the exact nature of the complaint.
• Focus on the content of the complaint, not on how it is being delivered.
• Agree on a plan of action.
• Follow through.
• Make sure the customer is satisfied.
• If possible give the customer what he / she wants, or refund money.
• If the problem is of a more serious nature, inform your supervisor.
• Never ignore a complaint.
• Never argue with a customer.
• Never lose your temper - keep calm.
• Do not lie or blame someone else.
• A small problem can grow out of proportion if not dealt with quickly and
effectively.
3.1.4 Swearers
There is one small group of irate callers that has to be addressed here: the swearer. You may not
get swearers very often, but when you do, how do you handle them? Here are a couple of
suggestions:
First, call attention to the swearer's vulgar language by saying, "Sir/madam, I can handle your
problem, but I am not able to handle the swearing. I respectfully ask that you stop." In most instances,
making callers aware of what they are saying will halt the swearing. However, if it does not stop, this
author advocates the "three strikes and you're out"
rule. If you ask the person to stop swearing twice
more and the caller doesn't, then hang up. Three
strikes, the caller's out, hang up.
No one should have to listen to verbal abuse. Of

course, make sure this advice is in keeping with your
office's protocol when handling a swearer. If your
office doesn't have one, discuss it with your
supervisor and get one in place.
Page 39
3.1.5 Activity: Handle Abusive Callers
Refer to POE
1. What is an abusive caller?

2. How will you define “phone abuse”?
3. If you have to explain the company’s policy on abusive calls, what would you say?
3.2 Methods for Dealing with Emergency Situations
The unexpected situations that you may encounter when making internal and external telephone
calls can be broad and varied. You could face difficulties due to telephone equipment or system
failures. If you notice that telephones are damaged or you are unable to successfully contact the
number dialled after repeated attempts you should report the fault to your supervisor or head of
department. Some organisations will have procedures in place that should be followed. This may
include:
• reporting faults to system support
• reporting faults to the organisation's switchboard operator.
At other times you may be faced with a problem because the person has a complaint or problem
with your organisation's service. On some occasions, you may find yourself in the firing line of
criticism, and even abuse.
As a representative of your organisation it is your responsibility to deal with the person in a

professional manner and avoid taking the matter personally. Keep calm and be attentive and
courteous to the dissatisfied customer.
Finally you may be required to deal with emergency situations, such as someone phoning in a bomb
threat, a medical emergency, fire or a violent situation.
3.2.1 What is an Emergency Situation?
Emergency situations are situations where there is danger and where people (and property) are at
risk – be it physical or emotional. The following are emergencies that require immediate action:
• accidents and incidents that require medical attention
• bomb threats
• Fire
• Hold-ups and shoot-outs
• Water – flooding
It is advisable to have a list of emergency telephone numbers that are readily available, for example,
pinned near the telephone and on the office notice board. The following are numbers to include on
your list:
• Fire / ambulance / police
• Local police
• Local fire department
• Nearest hospital with casualty department
• Nearest doctor or internal extension of company doctor
• Local council number for water and electricity
• Electrician
Page 40
• Internal and external Health and safety officers
• Security – internal and external
Have all emergency numbers prominently displayed near the telephone

and be sure that all staff knows where these numbers are.
3.2.2 Dealing with Emergencies
In the case of an emergency you might be required to contact the police or bomb squad, hospital,
electricity department or poison control. When contacting the emergency services have the following
information on hand:
• The name and address of the person requiring the service, which may not be you or may be a
specific location in the organisation.
• Directions for approach, especially for large vehicles such as fire engines.
• A brief description of the problem.
• Keep your description to the emergency services factual and brief.
3.2.2.1 Dealing with Bomb Threats
All bomb threats must be taken seriously. It is important that you remain calm and listen
carefully.
The following guidelines are suggested by the police:

• Immediately alert someone else if possible (so that Management can be informed) but do not
put down the handset or cut off the caller.
• Obtain or record as much information as you can. For example:
o date
o time
o caller’s gender
o voice description
o peculiarities - foreign accent, mispronunciations, speech impediment
o background noises
o details of the threat should be documented and given to the police.
• When the caller has given the message, try to keep the person in conversation by asking the
following questions:
o Where is the bomb located?
o What time will it explode?
o What does it look like?
o When was it placed?
It is not up to you to decide whether the call is genuine or not. Do not make that decision yourself.
Immediately after the bomb threat, you should inform the supervisor or manager so that
arrangements can be made to evacuate the premises and contact the police or emergency services
on 10111.
Page 41
3.2.2.2 Dealing with Violent Threats and Armed Robbery
Call emergency service on 10111 if it is safe to do so. If not, remain calm and cooperate.
Immediately after a robbery / violent threat you must contact the police. Do not hang up the phone
until you are told to do so by the police. You should then:
• Lock all doors
• Ask witnesses to remain on the premises
• Write down a description of the robber, and any other information you believe may be of
assistance
• Do not touch anything around the area of the robbery
• Preserve anything the robber touched, and any note used
• Do not discuss details of the robbery with anyone until you have given your information to the
police
• Do not exaggerate the facts, only give information that you know to be true
Page 42
4. References
• www.advancedetiquette.com/blog/business/8-telephone-etiquette-tips/
• www.computertechstuff.com › ... › Supporting End Users
• www.customerservicemanager.com/20-business-telephone-etiquette-t...
• www.edis.ifas.ufl.edu/cd01
• www.ehow.com › Culture & Society
• www.englishtown.com › Free English Learning › English phone calls
• www.everydayliving.com/archives/confidential_business.htm
• www.gp-training.net/training/...skills/.../telephone_consultation.htm
• www.impactcommunicationsinc.com/.../make-your-difficult-callers-r...
• www.learnenglish.de/telephone/phonescript.htm
• www.managementstudyguide.com/telephone-etiquettes.htm
• www.marsdd.com/.../confidential-information-and-trade-secre... - Canada
• www.numberway.com › Africa
• www.officeskills.org/telephone_etiquette.html
• www.operationstech.about.com › ... › Customer Communications
• www.out-law.com/page-389
• www.phonebook.yellowpages.co.za/
• www.smallbusinessnotes.com › ... › Offices, Software & Equipment
• www.smartcompany.com.au/people-problems/eve-ash-27343.html
• www.stutteringhelp.org/using-telephone
• www.techrepublic.com/article/...deal-with-abusive-callers/1034320
• www.techrepublic.com/blog/10things/10-ways-your...can.../1245
• www.websearch.about.com/.../findphonenumbers/Find_Phone_Numbers_...
• www.wikipedia.org/wiki/Information_sensitivity
Page 43
PLEASE TEAR THIS PAGE OUT OF YOUR MANUAL AND HAND IT IN
Course and Facilitator Evaluation Form
Unit Standard nr: ______________________________ Date: ________________________
Name of Module / Course: ____________________________________________________
Facilitator’s Name: ______________________________ Venue: _____________________

(Please circle the block that best describe how you feel)
1. Did the module / course meet your expectations? Yes / No
2. Was the learner guide / workbook user-friendly? Yes / No
3. Was the facilitator helpful and friendly? Yes / No
4. Did the facilitator explain the learning process to you? Yes / No
5. Where you informed of what was expected from you? Yes / No
6. Were the learning methods used by the facilitator effective? Yes / No
7. Was the feedback given punctual and effective? Yes / No
8. Did the facilitator explain the assessment methods to you? Yes / No
(Please underline your choice)

9. Was this module/course: BORING or FAIR or EXCELLENT?
10. I feel that this course: Was meaningful and relevant
Was interesting
Not interesting at all
11. I would like to change ____________________________________________________
_________________________________________________________________________
13. Any recommendations?

_________________________________________________________________________
_________________________________________________________________________
ABOUT YOUR FACILITATOR!

(5 = excellent, 4 = very good, 3 = good, 2 = fair, 1 = poor)
1 2 3 4 5
Was your facilitator enthusiastic about the content?
Did your facilitator encourage participation?
How clear were your facilitator’s instructions?
Did your facilitator cover the learning material thoroughly?
How would you rate your facilitator?
Page 44
SUGGESTED IMPROVEMENTS TO THIS LEARNER GUIDE
I have found the following mistakes in the Learner Guide:
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7790 Process Incoming and Outgoing Telephone Calls - LG

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Process Incoming and Outgoing Telephone Calls

SAQA US ID US TITLE NQF LEVEL CREDITS

7790 Process Incoming and Outgoing Telephone Calls 3 3

The UNIT STANDARD used in this learning module: ......................................................................4

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

Process incoming and outgoing telephone calls

OUTCOMES of this 1. Make a decision to disclose information or not in accordance

Pre-entry requirements None.

Make a Decision to Disclose Information or Not According to Organisational

1.1 Disclosable and Non-disclosable Information

Confidential information is sometimes referred to as “trade secrets”. Confidential information can be

• it has commercial value

1.1.1 What is not Confidential Information?

1.1.2 Why is Confidentiality Important?

1.1.3 Personal and Private Information

• Personal telephone numbers and addresses of staff members

1.1.4 Activity: Confidential Information

• Internal telephone directory

1.2.1 Use of the Internet to Find a Number

1.2.2 Activity: Finding Telephone Numbers

Number needed Source that I will use

The internal number for an employee

A cell phone number of a client

The telephone number of an electrician

The home telephone number of an employee

The telephone number of a supplier

1.3 Prepare before making a Telephone Call

1.3.2 Making the Call

1.3.2.1 Creating a Good First Impression

Positive first impressions are created by:

The following guidelines can be used when making a call:

1.3.2.3 Leaving a Message

1.3.3 Activity: Prepare for a Phone Call

Telephone call preparation form

Contact person (full name and title):

Follow-up action to be taken:

1.4.1 Activity: A new Telephone System

Match the word(s) in column A with the description in column B.

Column A Answer Column B

Talk and Transfer Incoming Calls, as well as Messages in Accordance with

2.1 The Importance of Acknowledging Callers

The internal calls you will be required to make may be

2.1.2 Ways that can make your Organisation look Unprofessional .

2.1.2.1 Criticising Co-workers to Outsiders

2.1.2.2 Passing the Buck

2.1.2.3 Failing to Supply Material to a Subordinate

2.1.2.4 Failing to Test and Verify your Telephone Menu Options

2.1.2.5 Failing to Acknowledge Caller by Name, if known

2.1.2.6 Being Clueless About the Location of a Principal

2.1.2.7 Misspelling Names/Wrong Pronunciation

2.1.3 Activity: Acknowledge Callers

2.2 Answering Calls

The following are guidelines for answering external calls:

For internal calls:

• Say good morning / good afternoon / good evening

Good morning. Walter speaking. Banqueting Department

When making internal calls:

2.2.1 Always identify yourself at the beginning of all calls.

2.2.2 Be sensitive to the tone of your voice.

2.2.4 Do not allow interruptions to occur during conversations.

2.2.5 Especially when leaving messages, speak clearly and slowly.

2.2.6 Turn it off

2.2.8 Don’t be distracted

Unit Standard nr: ______ Date:

Facilitator’s Name: __________ Venue: _