TOPIC 2   BASIC TELEPHONE SKILLS

Tips that you should consider BEFORE you reach for the phone :-
a.Plan your calls to suit your work schedule and that of your call recipient
compromise on timing to minimise problems such as different time zones

b. Be very clear about your objectives in calling

-make a note of what you want to say before placing the call

c. Anticipate questions from the other person

d. Make sure you have paper, pen, relevant documentation, computer
files, etc, ready
e. Check recent correspondence to update on the situation
f. Have your desk calendar nearby in case you need to check dates and
fix appointments
g. A first-time call sometimes invokes uncertainty and suspicion.
- fax ahead to say when you are going to call
RECEIVING CALLS
training staff to communicate effectively on the telephone is a top priority
to avoid miscommunication

Formal business call

a.Brief – do not beat around the bush
b.Clear – explain purpose of call
c.Polite – accept other person’s point of view
Telephone Etiquette

a.When the telephone rings

i.Answer the telephone promptly

ii.Identify yourself immediately
iii.Use the caller’s name to establish rapport
iv.Try to resolve the caller’s problem
v.Sound positive and helpful
vi.Keep jargon and technical words to a minimum
vii.Speak at the rate that could be understood
viii.Practise active listening
ix.End the call politely
b. Do not

i.Eat and drink while on the phone.

ii.Be too familiar with the person.
iii.Talk to someone else in the office while talking of the phone.
iv.Allow too much background noise
v.Use rude language
When answering to a Complaint
Purposeful activity
-Jot down his name, address, and telephone and fax numbers for
future reference

a. Identify the problem;

b. Verify that the product is, indeed, from your company;
c. Determine if warranty still applies;
d. Ascertain how the caller has been using the product;
e. Find out what steps have been taken to rectify the problem

( refer to activities pp.25-26)

Common telephone words

-Standard phrases or telephone words

a.Introducing yourself p. 27
b.Finding out who is on the phone p.28
c.Asking for someone p.28
d.Connecting someone p.28
e.Saying that someone is not available p.28
f.Asking the other person to repeat what was said p. 29
g.Ending a call p.29
( Activities on p.29-30)
Taking and leaving Messages p. 30

a. Mention your name:                  Hello, this is Ahmad Fauzi.

b. State time and reason for call:   It's 10am. I'm calling to let you know that ...
c. Make a request:                          Could you call me back?
d. Leave your number:                  My number is ....
e. End the call:                               Thanks, I'll talk to you later. Bye.

Language Checklist pp. 31-32

a.Offering to take a message

b.Leaving a message
c.Promising action
Tips for Effective Message Taking

To take down messages accurately,

•Use a pad/notebook to write down the details.
•Record the date and time of message.
•Spell names accurately – do not be afraid to ask the caller if you are
unsure how his/her name is spelled.
•Quickly ascertain what caller wants – a return call, action to be
taken, etc.
•Offer assistance.
•Follow up with appropriate action

DIFFICULT CALLS
- When handling difficult calls from people who we do business with
- observe the highest degree of professionalism
- handle all difficult calls politely and tactfully
SUMMARY

-Good, basic telephone skills at the workplace

- Be brief, clear and polite.
-Business calls usually have a purpose - identify the objective
-Answer all calls promptly, within three rings.
-Offer a three part greeting – hello, the name of the organisation
and the name of person answering the call.
- Use standard phrases
-Observe telephone etiquette– sound positive and helpful, avoid
jargon, do not eat or drink while on the phone, speak
at a steady pace, etc.
-Phone messages should contain five elements – the name of caller,
the time and reason for the call, the request, a contact number and
a thank you.
-One needs to be firm, persistent and well-prepared, when
dealing with difficult calls.