basic telephone skills

BASIC BASIC TELEPHONE TELEPHONE

SKILLSSKILLS

Presented By:Lohitakksh Chauhhan

ObjectivesObjectives By the end of this session you will be By the end of this session you will be

able to:able to:

State the reasons for providing State the reasons for providing

professional telephone service to professional telephone service to

both internal and external callersboth internal and external callers Provide a suitable greeting and Provide a suitable greeting and

farewell to callersfarewell to callers

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

State the reasons for providing State the reasons for providing

professional telephone service to professional telephone service to

both internal and external callersboth internal and external callers Provide a suitable greeting and Provide a suitable greeting and

farewell to callersfarewell to callers

ObjectivesObjectives Use the telephone effectivelyUse the telephone effectively

Transfer and/or place a call on Transfer and/or place a call on

holdhold

Take a written messageTake a written message

Use the telephone effectivelyUse the telephone effectively

Transfer and/or place a call on Transfer and/or place a call on

holdhold

Take a written messageTake a written message

Prior to Answering Prior to Answering the Telephonethe Telephone

Be preparedBe prepared pen and paperpen and paper telephone extension listtelephone extension list

Avoid chewing, eating, Avoid chewing, eating, drinking or smoking drinking or smoking

Use correct postureUse correct posture

Be preparedBe prepared pen and paperpen and paper telephone extension listtelephone extension list

Avoid chewing, eating, Avoid chewing, eating, drinking or smoking drinking or smoking

Use correct postureUse correct posture

Answer the call Answer the call with a 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 maximum within three

ringsrings

Focus on the callerFocus on the caller

Answer promptly, Answer promptly,

maximum within three maximum within three

ringsrings


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”


Identify the departmentIdentify the department

Business CenterBusiness Center

HousekeepingHousekeeping

Front DeskFront Desk

Identify the departmentIdentify the department

Business CenterBusiness Center

HousekeepingHousekeeping

Front DeskFront Desk


Identify yourselfIdentify yourself

““Lohitakksh speaking”Lohitakksh speaking”

““Pooja speaking”Pooja speaking”

Identify yourselfIdentify yourself

““Lohitakksh speaking”Lohitakksh speaking”

““Pooja speaking”Pooja speaking”


Offer assistanceOffer assistance

““How May I Help/Assist How May I Help/Assist

You?”You?”

Offer assistanceOffer assistance

““How May I Help/Assist How May I Help/Assist

You?”You?”


““Good Morning, Good Morning,

Business Center, Mike Business Center, Mike

speaking, How May I speaking, How May I

help you?”help you?”

““Good Afternoon, Good Afternoon,

Finance, Aseem Finance, Aseem



““Good Morning, Good Morning,

Business Center, Mike Business Center, Mike



““Good Afternoon, Good Afternoon,

Finance, Aseem Finance, Aseem



Transferring or Transferring or Placing Calls on HoldPlacing Calls on Hold

Handle calls yourself where Handle calls yourself where

possiblepossible

Transfer calls directly to the Transfer calls directly to the

correct extension correct extension

Handle calls yourself where Handle calls yourself where

possiblepossible

Transfer calls directly to the Transfer calls directly to the

correct extension correct extension

Transferring or Transferring or Placing Calls on HoldPlacing Calls on Hold

Always ask if you can put the person Always ask if you can put the person

on hold and wait on hold and wait

for the answerfor the answer

““Ms Dabra,the extension is busy, Ms Dabra,the extension is busy,

May I please place your May I please place your

call on hold?call on hold?

Always ask if you can put the person Always ask if you can put the person

on hold and wait on hold and wait

for the answerfor the answer

““Ms Dabra,the extension is busy, Ms Dabra,the extension is busy,

May I please place your May I please place your

call on hold?call on hold?

Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold

Explain delaysExplain delays

““Thank you for holding, Ms Dabra, the Thank you for holding, Ms Dabra, the

extension is still busy, would you like to extension is still busy, would you like to

continue holding or shall continue holding or shall

I ask Ms Dabra to call you backI ask Ms Dabra to call you back

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

Explain delaysExplain delays

““Thank you for holding, Ms Dabra, the Thank you for holding, Ms Dabra, the

extension is still busy, would you like to extension is still busy, would you like to

continue holding or shall continue holding or shall

I ask Ms Dabra to call you backI ask Ms Dabra to call you back

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


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

““Ms Dabra, I am Lohitakksh Ms Dabra, I am Lohitakksh

transferring I’m transferring your call to Mr X transferring I’m transferring your call to Mr X

who will be able to assist you in this regard.”who will be able to 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

““Ms Dabra, I am Lohitakksh Ms Dabra, I am Lohitakksh

transferring I’m transferring your call to Mr X transferring I’m transferring your call to Mr X

who will be able to assist you in this regard.”who will be able to assist you in this regard.”


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 ““Lohitakksh, this is Immanuel, I have Ms Lohitakksh, this is Immanuel, I have Ms

Dabra on the line who needs some Dabra on the line who needs some

information about Corporate Room Rates.”information about Corporate Room Rates.”

““Good morning, Ms Dabra, this is Lohitakksh. I Good morning, Ms Dabra, this is Lohitakksh. I

understand that you would like to know about understand that you would like to know about

our Corporate Room Rates, is that correct?”our Corporate Room Rates, is that correct?”

““Lohitakksh, this is Immanuel, I have Ms Lohitakksh, this is Immanuel, I have Ms

Dabra on the line who needs some Dabra on the line who needs some

information about Corporate Room Rates.”information about Corporate Room Rates.”

““Good morning, Ms Dabra, this is Lohitakksh. I Good morning, Ms Dabra, this is Lohitakksh. I

understand that you would like to know about understand that you would like to know about

our Corporate Room Rates, is that correct?”our Corporate Room Rates, is that correct?”

Transferring a CallTransferring a Call

Use guest’s name (personalize the Use guest’s name (personalize the

call)call)

Confirm understanding of the reason Confirm understanding of the reason

for the callfor the call

Ask a closed question for Ask a closed question for

confirmationconfirmation

Use guest’s name (personalize the Use guest’s name (personalize the

call)call)

Confirm understanding of the reason Confirm understanding of the reason

for the callfor the call

Ask a closed question for Ask a closed question for

confirmationconfirmation

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 MessagesAction 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 CallEnd the conversation on a End the conversation on a

positive notepositive note

Thank the callerThank the caller

Use the caller’s nameUse the caller’s name

End the conversation on a End the conversation on a

positive notepositive note

Thank the callerThank the caller

Use the caller’s nameUse the caller’s name

Ending the CallEnding the Call““Thank you for calling Ms Dabra, Thank you for calling Ms Dabra,

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

Ms Dabra, we look forward to Ms Dabra, we look forward to seeing you.” seeing you.”

““Goodbye Ms DabraGoodbye Ms Dabra

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

““Thank you for calling Ms Dabra, Thank you for calling Ms Dabra, goodbye.”goodbye.”

““Thank you for the booking,Thank you for the booking,

Ms Dabra, we look forward to Ms Dabra, we look forward to seeing you.” seeing you.”

““Goodbye Ms DabraGoodbye Ms Dabra

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

THANK YOU !

basic telephone skills

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