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BASIC TELEPHONE

SKILLS

By: Drs. K. Raka Adnyana

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Objectives

By the end of this session you will be able

to:

State the reasons for providingprofessional telephone service to both

internal and external callers

Provide a suitable greeting and farewell tocallers

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Objectives

Use the telephone effectively

Transfer and/or place a call on hold

Take a written message

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Prior to Answering the

Telephone

Be prepared

pen and paper

telephone extension

list

Avoid chewing, eating,

drinking or smoking

Use correct posture

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Answer the call with a smile on

your face!

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Answering the Telephone

Focus on the caller

Answer promptly,

maximum within three rings

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Answering the Telephone

Provide a greeting

Good Morning

Good Afternoon

Good Evening

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Answering the Telephone

Identify the department

Business Center

Housekeeping

Front Desk

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Answering the Telephone

Identify yourself

Abhishek speaking

Pooja speaking

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Answering the Telephone

Offer assistance

How May I Help/Assist You?

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Answering the Telephone

Good Morning,

Business Center,

Mike speaking, How

May I help you?

Good Afternoon,

Finance, Aseem

speaking, How MayI help you?

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Transferring or

Placing Calls on Hold

Handle calls yourself where possible

Transfer calls directly to the correct

extension

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Transferring or

Placing Calls on Hold

Always ask if you can

put the person on hold

and wait for the answer

Mr Khanna,the extension is busy,

May I please place your call on hold?

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Transferring or

Placing Calls on Hold

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

busy, would you like to continue

holding or shall I askMr Kumar to call you back

as soon as his extension

is free?

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Transferring or

Placing Calls on Hold

Let the caller know

why you are

transferring the call

who they are

being transferred to

Mr Khanna, I am

transferring your call

to Abhishek who will be able to

assist you in this regard.

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Taking Messages

Message for

Name and title of caller

Company name Telephone number

Time and date of call

Message

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Taking Messages

Action required

Name/initials of person

taking the message

Repeat the message

back

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Ending the Call

End the conversation on a positive note

Thank the caller

Use the callers name

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THANK YOU !