telephone skills a2 m. van eijk

26
A2 TELEPHONE SKILLS

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Page 1: Telephone skills A2 M. van Eijk

A2 TELEPHONE SKILLS

Page 2: Telephone skills A2 M. van Eijk

Aims

Provide a suitable greeting and farewell to callers

Page 3: Telephone skills A2 M. van Eijk

Aims

Use the telephone effectively

Transfer and/or place a call on hold

Learn telephone phrases

Take a written message

Page 4: Telephone skills A2 M. van Eijk

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

Page 5: Telephone skills A2 M. van Eijk

Answer the call with a smile on

your face!

Page 6: Telephone skills A2 M. van Eijk

Answering the Telephone

Answer quickly,

maximum within three rings

Page 7: Telephone skills A2 M. van Eijk

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.”

Page 8: Telephone skills A2 M. van Eijk

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

Page 9: Telephone skills A2 M. van Eijk

Answering the Telephone

Identify yourself:

“Astrid Brim speaking”

“Patrick Parsley speaking”

NEVER SAY: You are speaking with XXXXX,

from (use of) of Delra Airlines.

Page 10: Telephone skills A2 M. van Eijk

Answering the Telephone

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

Page 11: Telephone skills A2 M. van Eijk

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.

Page 12: Telephone skills A2 M. van Eijk

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.

Page 13: Telephone skills A2 M. van Eijk

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?

Page 14: Telephone skills A2 M. van Eijk

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?”

Page 15: Telephone skills A2 M. van Eijk

Transferring or

Placing Calls on Hold

Handle calls yourself where possible

Transfer calls directly to the correct extension

Page 16: Telephone skills A2 M. van Eijk

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?

Page 17: Telephone skills A2 M. van Eijk

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?”

Page 18: Telephone skills A2 M. van Eijk

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.”

Page 19: Telephone skills A2 M. van Eijk

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

Page 20: Telephone skills A2 M. van Eijk

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?”

Page 21: Telephone skills A2 M. van Eijk

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?

Page 22: Telephone skills A2 M. van Eijk

Taking Messages

Message for…

Name and title of caller

Company name

Telephone number

Time and date of call

Message

Page 23: Telephone skills A2 M. van Eijk

Taking Messages

Action required

Name/initials of person

taking the message

Repeat the message

back

Page 24: Telephone skills A2 M. van Eijk

Ending the Call

End the conversation on a positive note

Thank the caller

Use the caller’s name

Page 25: Telephone skills A2 M. van Eijk

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.”

Page 26: Telephone skills A2 M. van Eijk

THANK YOU !