Telephone skills A2 M. van Eijk
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Transcript of Telephone skills A2 M. van Eijk
A2 TELEPHONE SKILLS
Aims
Provide a suitable greeting and farewell to callers
Aims
Use the telephone effectively
Transfer and/or place a call on hold
Learn telephone phrases
Take a written message
Do’s and Dont’s when answering
the telephone Be prepared
pen and paper
telephone extension
list
Avoid chewing, eating,
drinking or smoking
Use correct posture
Answer the call with a smile on
your face!
Answering the Telephone
Answer quickly,
maximum within three rings
Answering the Telephone
Provide a greeting
“Good Morning, Ans Waheed speaking”
“Good Afternoon, this is Rob Trip
speaking”
“Good Evening, Erasmus University,
Sumera van Dyk speaking.”
Answering the Telephone
Identify the Department:
Marketing Department: dealing with marketing and sales
Operations: the flow once the customer has purchased
Customer Service: ensuring that the Customer is always happy
Human Resources Department: charged with finding, screening,
recruiting and training job applicants
Sales Department: Handling the Sale once it has reached that point
in the process
Accounting Department: manages the money flow
Legal Department: works on all types of contracts. They usually
create sales and employment contracts
Answering the Telephone
Identify yourself:
“Astrid Brim speaking”
“Patrick Parsley speaking”
NEVER SAY: You are speaking with XXXXX,
from (use of) of Delra Airlines.
Answering the Telephone
Offer assistance “How May I Help/Assist You?”
Answering the Telephone
Some phrases:• X speaking.
• Can I help you?
• Who's calling please?
• Who's speaking?
• How may I help/ assist you?
• Hold the line please.
• Could you hold on please?
• Just a moment please.
Answering the Telephone
Some more phrases:• Thank you for holding.
• The line's free now ... I'll put you through.
• I'll connect you now / I'm connecting you now
• I'm afraid the line's engaged. Could you call back later?
• I'm afraid he's in a meeting at the moment.
• I'm sorry. He's out of the office today. /
He isn't in at the moment.
• I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here
• I'm sorry. There's nobody here by that name.
• Sorry. I think you've dialled the wrong number./
I'm afraid you've got the wrong number.
Answering the Telephone
• The line is very bad ... Could you speak up please?
• Could you repeat that please?
• I'm afraid I can't hear you.
• Sorry. I didn't catch that. Could you say it again please?
• Can I leave / take a message?
• Would you like to leave a message?
• Could you give him/her a message?
• Could you ask him/her to call me back?
• Could you tell him/her that I called?
• Could you give me your name please?
• Could you spell that please?
• What's your number please?
Answering the Telephone
“Good Morning, Business Center, John speaking, How
may I help you?”
Good afternoon, Business Center, Mara speaking,
what can I do for you?”
“Good Afternoon, Finance, Fatima speaking, How
may I help you?”
“Who would you like to speak to?”
Transferring or
Placing Calls on Hold
Handle calls yourself where possible
Transfer calls directly to the correct extension
Transferring or
Placing Calls on Hold
Always ask if you can put the person on hold
and wait for the answer
Example: “Mr Mankell, the extension is busy,
may I please place your call on hold?
Transferring or
Placing Calls on Hold
Explain delays “Thank you for holding, Mr Frost, the extension is still
busy, would you like to continue
holding or shall I ask
Mr Derrick to call you back
as soon as his extension
is free?”
Transferring or
Placing Calls on Hold
Let the caller know:
why you are transferring the call
who they are being transferred to
Example: “Mr Mankell, I am transferring your call to
to Ms Tulip who will be able to assist you
in this regard.”
Transferring or
Placing Calls on Hold
Always stay on the line until the transfer is complete!
Explain to the person receiving
the call:
why you are transferring the call
who the caller is
Transferring a Call
Examples:
“Sarah, this is John, I have Mr. Frost on the line who
needs some information about Corporate Room
Rates.”
“Good morning, Mr. Frost, this is Sarah. I understand
that you would like to know about our Corporate
Room Rates, is that correct?”
Transferring a Call
Use guest’s name (personalise the call)
Confirm understanding of the reason for the call
Ask a closed question for confirmation
Example:
Do you agree to that?
Taking Messages
Message for…
Name and title of caller
Company name
Telephone number
Time and date of call
Message
Taking Messages
Action required
Name/initials of person
taking the message
Repeat the message
back
Ending the Call
End the conversation on a positive note
Thank the caller
Use the caller’s name
Ending the Call
“Thank you for calling Mr Mankell, goodbye.”
“Thank you for the booking, Mrs Armstrong,
we look forward to seeing you.”
“Goodbye Ms Jamra and thank you for calling.”
THANK YOU !