044 Cb Telephoning

8/17/2019 044 Cb Telephoning

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Telephone Etiquette

Iti Roychowdhury


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What do we use the

telephone for To keep in touch with friends and

family

To exchange information To give messages

For trade enquiries


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To order goods

To confirm delivery of goods

To fix appointments, meetings

To make travel arrangements

To market products


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Why Telephone

It saves time

It saves money

It saves energy


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When on the Telephone

Speak clearly

Speak politely

Speak briefly

Be a good listener

This requires

Skill Tact

Training


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Pattern

Opening Greeting

Warming up

Giving the Message

Rounding offClosing


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How to talk on the

phoneThe Receiver’s Duties

Greet and give identityGood Morning Global Institute

Offer HelpMay I help you


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Obtain the callers ID

May I know who is calling please ?

Who shall I say is calling please ?


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Acknowledge the Call

Hold the line please

Would you hold the line please


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Ringing Off

Thanks for calling

Thanks a lot

Bye Bye


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The Caller

Making Requests

Could I please speak to

Mr_______ Could you please put me through

to Mr________

May I speak to Ms ______ Could you tell me when is the next

train for Hyderabad


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Passing on Messages

Would you please let him know

that ________ called

Would you inform him that the

dinner at Taj Krishna has been

cancelled


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Talking about Numbers

Figure 0 should be pronounced as

ZERO, NOT or as OH!

Numbers should be grouped in two digits

Within the pair, refer to numbers in digits

e.g. 3, 2 and not thirty two

When the same number occurs in a pairbetween two pauses, use double e.g.

14456 –one/double four/five six

Always repeat the numbers to confirm


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When in Trouble

Sorry I didn't catch that

Could you speak a little more

slowly please Could you repeat the date please

Can I have the name please

Could you spell that please Can I have the account number

first please


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Telephone Tips

Use your left hand to pick up the

receiver so that the right is free to

take down any messages Don’t keep the receiver too close

to the mouth- its unhygienic and

also results in a buzzing sound

Don’t keep the caller waiting for too

long-people hate listening to

electronic music for too long


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Model Conversation

Tina AP Ceramic, Good Morning

Venkat Good Morning May I speak toMr Murali please

Tina May I know who is calling please

Venkat I am Venkat, calling fromGlobal

Tina I am sorry Mr Venkat, MrMurali is not in. He will beback on Monday. Could I takedown message for him


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Venkat Oh, yes. Please ask him todecide on the pricing of thetiles and get back to me byTuesday

Tina Could I have your number please?

Venkat It is 55 67 89 43

Tina 55 67 89 43 ?

Venkat That’s right

Tina I will convey the message sir.Thank you for calling

Venkat Thank you


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Role Play

Situation 1

Ring up Global to find out if the

Induction Programme would beheld on weekends also. If so , is

attendance compulsory because

you cannot attend it as you have to

go out


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Role Play

Situation 2

Deepak calls up Sita Travels to

find out if they can arrange a flightticket for his MD Mr Rupendra to

Chennai from Hyderabad for 15

Dec. 2006 . Business class.His MD

prefers to travel by Deccan Airways ,by the evening flight


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Situation 3

Arti rings up Dr Ranjit to fix an

appointment with him. This is herthird visit to the dentist’s clinic


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Situation 4

Bhanu has sent his application

form for admission to the MBAprogramme but has forgotten to

enclose copies of his certificates.

He rings up the officer in charge to

convey the same

044 Cb Telephoning

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