BASIC TELEPHONE BASIC TELEPHONE SKILLSSKILLS

ObjectivesObjectives

By the end of this session you will be able By the end of this session you will be able to:to:

State the reasons for providing State the reasons for providing professional telephone service to both professional telephone service to both internal and external callersinternal and external callers

Provide a suitable greeting and farewell to Provide a suitable greeting and farewell to callerscallers

By the end of this session you will be able By the end of this session you will be able to:to:

State the reasons for providing State the reasons for providing professional telephone service to both professional telephone service to both internal and external callersinternal and external callers

Provide a suitable greeting and farewell to Provide a suitable greeting and farewell to callerscallers

ObjectivesObjectives Use the telephone effectivelyUse the telephone effectively Transfer and/or place a call on holdTransfer and/or place a call on hold Take a written messageTake a written message

Use the telephone effectivelyUse the telephone effectively Transfer and/or place a call on holdTransfer and/or place a call on hold Take a written messageTake a written message

Prior to Answering the Prior to Answering the TelephoneTelephone

Be preparedBe prepared pen and paperpen and paper telephone extensiontelephone extension

listlist Avoid chewing, eating, Avoid chewing, eating,

drinking or smokingdrinking or smoking Use correct postureUse correct posture

Be preparedBe prepared pen and paperpen and paper telephone extensiontelephone extension

listlist Avoid chewing, eating, Avoid chewing, eating,

drinking or smokingdrinking or smoking Use correct postureUse correct posture

Answer the call with a Answer the call with a smile smile on on your face!your face!

Answering the TelephoneAnswering the Telephone Focus on the callerFocus on the caller Answer promptly, Answer promptly,

maximum within three ringsmaximum within three rings

Focus on the callerFocus on the caller Answer promptly, Answer promptly,

maximum within three ringsmaximum within three rings

Answering the TelephoneAnswering the Telephone Provide a greetingProvide a greeting

““Good Morning”Good Morning” ““Good Afternoon”Good Afternoon” ““Good Evening”Good Evening”

Provide a greetingProvide a greeting ““Good Morning”Good Morning” ““Good Afternoon”Good Afternoon” ““Good Evening”Good Evening”

Answering the TelephoneAnswering the Telephone Identify the departmentIdentify the department

Business CenterBusiness Center HousekeepingHousekeeping Front DeskFront Desk

Identify the departmentIdentify the department Business CenterBusiness Center HousekeepingHousekeeping Front DeskFront Desk

Answering the TelephoneAnswering the Telephone Identify yourselfIdentify yourself

““Abhishek speaking”Abhishek speaking” ““Pooja speaking”Pooja speaking”

Identify yourselfIdentify yourself ““Abhishek speaking”Abhishek speaking” ““Pooja speaking”Pooja speaking”

Answering the TelephoneAnswering the Telephone Offer assistanceOffer assistance

““How May I Help/Assist You?”How May I Help/Assist You?”

Offer assistanceOffer assistance ““How May I Help/Assist You?”How May I Help/Assist You?”

Answering the TelephoneAnswering the Telephone ““Good Morning, Good Morning,

Business Center, Business Center, Mike speaking, How Mike speaking, How May I help you?”May I help you?”

““Good Afternoon, Good Afternoon, Finance, Aseem Finance, Aseem speaking, How May speaking, How May I help you?”I help you?”

““Good Morning, Good Morning, Business Center, Business Center, Mike speaking, How Mike speaking, How May I help you?”May I help you?”

““Good Afternoon, Good Afternoon, Finance, Aseem Finance, Aseem speaking, How May speaking, How May I help you?”I help you?”

Transferring or Transferring or Placing Calls on HoldPlacing Calls on Hold

Handle calls yourself where possibleHandle calls yourself where possible Transfer calls directly to the correct Transfer calls directly to the correct

extensionextension

Handle calls yourself where possibleHandle calls yourself where possible Transfer calls directly to the correct Transfer calls directly to the correct

extensionextension

Transferring or Transferring or Placing Calls on HoldPlacing Calls on Hold

Always ask if you can Always ask if you can put the person on hold put the person on hold and wait for the answerand wait for the answer

““Mr Khanna,the extension is busy, Mr Khanna,the extension is busy, May I please place your call on May I please place your call on hold?hold?

Always ask if you can Always ask if you can put the person on hold put the person on hold and wait for the answerand wait for the answer

““Mr Khanna,the extension is busy, Mr Khanna,the extension is busy, May I please place your call on May I please place your call on hold?hold?

Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold

Explain delaysExplain delays ““Thank you for holding, Mr Khanna, the extension is still Thank you for holding, Mr Khanna, the extension is still

busy, would you like to continue busy, would you like to continue holding or shall I ask holding or shall I ask Mr Kumar to call you backMr Kumar to call you back

as soon as his extension as soon as his extension is free?” is free?”

Explain delaysExplain delays ““Thank you for holding, Mr Khanna, the extension is still Thank you for holding, Mr Khanna, the extension is still

busy, would you like to continue busy, would you like to continue holding or shall I ask holding or shall I ask Mr Kumar to call you backMr Kumar to call you back

as soon as his extension as soon as his extension is free?” is free?”

Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold

Let the caller knowLet the caller know why you arewhy you are

transferring the calltransferring the call who they arewho they are

being transferred tobeing transferred to ““Mr Khanna, I am Mr Khanna, I am

transferring your call transferring your call to Abhishek who will be able to to Abhishek who will be able to assist you in this regard.”assist you in this regard.”

Let the caller knowLet the caller know why you arewhy you are

transferring the calltransferring the call who they arewho they are

being transferred tobeing transferred to ““Mr Khanna, I am Mr Khanna, I am

transferring your call transferring your call to Abhishek who will be able to to Abhishek who will be able to assist you in this regard.”assist you in this regard.”

Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold

Always stay on the line until the transfer is Always stay on the line until the transfer is completecomplete

Explain to the person receivingExplain to the person receiving

the call the call why you are transferring why you are transferring

the call the call who the caller iswho the caller is

Always stay on the line until the transfer is Always stay on the line until the transfer is completecomplete

Explain to the person receivingExplain to the person receiving

the call the call why you are transferring why you are transferring

the call the call who the caller iswho the caller is

Transferring a CallTransferring a Call ““Abhishek, this is Harveen, I have Mr. Abhishek, this is Harveen, I have Mr.

Khanna on the line who needs some Khanna on the line who needs some information about Corporate Room Rates.”information about Corporate Room Rates.”

““Good morning, Mr. Khanna, this is Good morning, Mr. Khanna, this is Abhishek. I understand that you would like Abhishek. I understand that you would like to know about our Corporate Room Rates, to know about our Corporate Room Rates, is that correct?”is that correct?”

““Abhishek, this is Harveen, I have Mr. Abhishek, this is Harveen, I have Mr. Khanna on the line who needs some Khanna on the line who needs some information about Corporate Room Rates.”information about Corporate Room Rates.”

““Good morning, Mr. Khanna, this is Good morning, Mr. Khanna, this is Abhishek. I understand that you would like Abhishek. I understand that you would like to know about our Corporate Room Rates, to know about our Corporate Room Rates, is that correct?”is that correct?”

Transferring a CallTransferring a Call Use guest’s name (personalise the call)Use guest’s name (personalise the call) Confirm understanding of the reason for Confirm understanding of the reason for

the callthe call Ask a closed question Ask a closed question

for confirmationfor confirmation

Use guest’s name (personalise the call)Use guest’s name (personalise the call) Confirm understanding of the reason for Confirm understanding of the reason for

the callthe call Ask a closed question Ask a closed question

for confirmationfor confirmation

Taking MessagesTaking Messages Message for…Message for… Name and title of callerName and title of caller Company nameCompany name Telephone numberTelephone number Time and date of callTime and date of call MessageMessage

Message for…Message for… Name and title of callerName and title of caller Company nameCompany name Telephone numberTelephone number Time and date of callTime and date of call MessageMessage

Taking MessagesTaking Messages Action requiredAction required Name/initials of person Name/initials of person

taking the messagetaking the message Repeat the message Repeat the message

back back

Action requiredAction required Name/initials of person Name/initials of person

taking the messagetaking the message Repeat the message Repeat the message

back back

Ending the CallEnding the Call End the conversation on a positive noteEnd the conversation on a positive note Thank the callerThank the caller Use the caller’s nameUse the caller’s name

End the conversation on a positive noteEnd the conversation on a positive note Thank the callerThank the caller Use the caller’s nameUse the caller’s name

Ending the CallEnding the Call ““Thank you for calling Mr Khanna, Thank you for calling Mr Khanna,

goodbye.”goodbye.” ““Thank you for the Thank you for the

booking, Mr Khanna,booking, Mr Khanna,

we look forward to we look forward to seeing you.”seeing you.”

““Goodbye Mr Khanna Goodbye Mr Khanna

and thank you for calling.”and thank you for calling.”

““Thank you for calling Mr Khanna, Thank you for calling Mr Khanna, goodbye.”goodbye.”

““Thank you for the Thank you for the booking, Mr Khanna,booking, Mr Khanna,

we look forward to we look forward to seeing you.”seeing you.”

““Goodbye Mr Khanna Goodbye Mr Khanna

and thank you for calling.”and thank you for calling.”

THANK YOU !