Telephoning

Isma kholifaturrobiah (19332007)

Elvira Putri Amalia (19332000)
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Introduction Basic Concepts and

Rules for The Caller

Business Telephoning How to Handling

Phrases Some Difficulties in
Business Telephoning
 Introduction

In business, telephoning is a type of formal

conversation by oral that is connected indirectly
through communication technology. It also help
to communicate the information to people. When
we use the phone, we can't see the other person, so
we have to listen carefully and speak clearly.
Often we deal with a receptionist or personal
assistant, but the language we use on the phone
follows conventions.
 When do you need to make a
phone call?
- For example, you wish to speak to your
business partner in person. You would
like to make a courteous call.
- Things can not be explained clearly in
the email.
- There are urgent matters.
- You are working in a place where
telephoning is more convenient than
sending emails.
Can you think of other situations?
 Basic Concepts and Rules for The Caller
A. Business Telephone etiquette
1. How to speak
- Speak with a rich, vibrant voice,
and smile with your voice.
- Speak with melodious.
- Speak moderately loudly.
2. How many rings to allow
- Answer no later than the third ring.
3. How to greet customer on the phone
- Discontinue any other conversation or
activity.
- Give your identity.
- Explain clearly when transferring a call.
- Give information or help when it is wrong
department.
B. Rules to Make a Business Telephone call
Rules For The Caller
- Make the call at an appropriate time.
9.00 A.M to 5.00 P.M
- Make sure about the number and dial it
correctly.
- Give the call receiver enough time to
answer the call, up to ten rings.
- provide details about your identity like
name, company, department, etc.
- Identify clearly the person you want to
talk to.
- Share greetings and provide the reason
of your calling.
- Be careful and courteous when
delivering the message.
- Be patient when calling with a problem.
- Give complete information to your listener if
you want him call you back.
- If you do not reach the intended person and
want your call returned, leave a complete
message including your name, number,
organization, etc.
- Make sense when you are to end the
conversation. Do not forget to offer “Thanks”
and “Good-bye” at the end of the call.
- Be considerate of other who may share your
phone.
Rules For The Call Acceptor
- Be prompt in answering the phone
- Avoid being misunderstood-pronounce words and numbers distinctly
- When answering, give the firm’s name immediately, and then your own name
- If the person wanted is not in, offer to take a message for him
- Check the accuracy of names and numbers received over the phone
- Be brief, courteous and businesslike
Rules For The Call Acceptor (especially in redirecting call)
- You need a call forwarding provider who delivers a clear and noise-free connection
- You need a forwarding system that allows you to control exactly when and where each incoming
call is forwarded to.
- When answer the call, speak clearly and politely
- Give the firm’s name immediately, and then your own name
- Check the accuracy of names received over the phone before redirecting the call
- Redirect the call to the right person
C. Phrase or expression of business telephoning

Answering the call

Hello, you’ve reached [company name]. This is [your name] speaking. How may I help you?

Redirecting calls
- Let me transfer you to [name]’s extension.
- Would you like me to put you through to [name]?

Following up with information

- I don’t have that information right now. Can I call you right back?
- I’ll need to find out if we can do that. Let me call you back.
- I’m not sure if we can do that, but let me check. Could you please hold?
C. Phrase or expression of business telephoning

Thanking the caller

- Thank you for holding.
- I’m sorry to keep you waiting.

Getting back to the caller

- I’m calling to follow up on [topic].
- Hello, this is [your name] from [company name]. I’m returning your call about [topic].

Dealing with bad connections

- I’m sorry, I can’t hear you. Could you repeat that please?
- The line is quite bad. Could you please say that again?
- Can I call you right back?
C. Phrase or expression of business telephoning

Giving negative information

- I’m afraid [name] is away from the office and won’t be back until next week.
- I’m sorry, [name] is in a meeting/out of town right now.
- I’m sorry, there’s nobody here by that name.
- I’m sorry, you’ve got the wrong number.

Clarifying information
- Could you please clarify what you mean?
- I’m not sure I understand. Did you mean…?

Ending the call

- I will follow up with the requested information soon.
- I will keep you updated on our progress.
- Thank you, have a nice day!
 How to Handling Some Difficulties in
Business Telephoning
A. Handling Customer Complaints

- Introduce your self

- Speak politely and show that you take the complaint seriously.
- Ask to the costumers about things that support their complaint
which has been stated previously
- give a sincere apology and explain the answers to customers
complaint slowly and clearly then appropriate them so they will
get the reassure
- Before end the call, leave a lasting impression with your
customers that you are sincere with an apology.
B. Handling Difficult Request

- Introduce yourself
- Speak politely and ask the request
- Give an apology that you can't realize the request
- Look for other ways to realize customer requests
- Make a deal with customers
- Before end the call, thank the customers and also give an
apology
 Vocabularies Related Telephoning in Business

1. Caller: a person who makes a phone call

2. Acceptor: a person or thing that accepts or receives something
3. Redirect: direct (something) to a new or different place or purpose. (direct the call to
another person)
4. Complaint: a statement that a situation is unsatisfactory or unacceptable.
5. Request: an act of asking politely or formally for something.
6. Customer: a person or organization that buys goods or services from a store or a
business.
7. Company: a commercial business.
Thank You
Any Questions?