telephone – taking messages if working as a receptionist, how should you answer the phone?...
TRANSCRIPT
Telephone – Taking Messages
If working as a receptionist, how should you answer the phone?
“Hello”
“(your name) speaking”
“(your department)”
“(your company’s name)”
What you say and how you say it.
Do you like people telling you what to do?
Change the tone of how you speak to someone
Don’t be direct
Be indirect
I want to talk to him
May speak with himI
He is not here
Unfortunately he is currently
unavailable
He is doing something
He is tied up
He doesn’t want to talk to anyone
He is not taking any calls at this
moment
What did you say?
I didn’t catch what you have said
Give him a message
Can you leave him a message forme
Get him to call me back
Can you tell him to return my call
Names are very difficult to write down over the phone.
My name is Albeit Humpledicht
Can you spell that for me?
A for apple
L for love
B for bags
E for Electricity
I for incredible
T for terrific
H is for…
U is for…
M is for…
P is for…
D is for…
L is for…
E is for…
I is for…
C is for…
H is for…
T is for…
What should you do?
Get the other person to read each letter with a word.
Caller: Hello this is Jason from XYZ company, I am calling to talk to John to arrange a meeting.
Receiver: I am sorry but John is unavailable right now.
Caller: Can you leave him a message for me?
Receiver: Yes I can.Caller: Please tell him I won’t be able to come at 3pm but I can make it at 5 pm, thanks.
Receiver: Ok, so you’re Jason from XYZ company, and you want to arrange a meeting but won’t be able to come at 3pm, yet 5pm is ok.
Receiver: Hello, ABC company, Mary speaking how can I help you?
Taking Messages
Very important: need to confirm information so the caller knows you have recorded correctly.
Message
Caller:
Phone:
Reason for calling:
Best time to call:
How the message should look like.
Jason from XYZ company
already have it
want to arrange a meeting but won’t be able to come at 3pm, yet 5pm is ok.
anytime
Caller:Say your nameReason for callingBest time to call youYour phone number
Receiver:Say your name and company
Ask who is callingAsk why they are calling
Confirm message
Caller: Hello this is Jason from XYZ company, I am calling to talk to John to arrange a meeting.
Receiver: I am sorry but John is unavailable right now.
Caller: Can you leave him a message for me?
Receiver: Yes I can.Caller: Please tell him I won’t be able to come at 3pm but I can make it at 5 pm, thanks.
Receiver: Ok, so you’re Jason from XYZ company, and you want to arrange a meeting but won’t be able to come at 3pm, yet 5pm is ok.
Receiver: Hello, ABC company, Mary speaking how can I help you?
Very important: need to confirm information so the caller knows you have recorded correctly.
The messages:Name: John Smith
Number: 7358967535
Reason for calling: Change meeting time from 6:00 pm Friday to 9:00 am Monday due to bad traffic
Best time to call: is between 7:45 pm to 9:30 pm, Wednesday and Fridays.
Name: Mary Goodall
Number: 809849843952
Reason for calling: Need to cancel the order and change the colour of the product from red to blue.
Best time to call: anytime except Friday evening.
5
Name: Richard Berlington
Number: 1010103044
Reason for calling: I want to arrange a meeting to introduce a new product range. I want to know which time is best for him?
Best time to call: Monday to Friday in the morning before lunch.
The messages:
Name: Stacy Heartful
Number: 765776596596
Reason for calling: This is the ABC hotel I am calling about his reservation next week. Unfortunately there is no room available next week.
Best time to call: Monday, Wednesday and Friday all day.
Name: Bruce Johnson
Number: 089897987975
Reason for calling: I am calling to enquire about whether he has made a decision yet about the product, because another client is willing to buy all of them. I promised him I will wait for his decision.
Best time to call: a.s.a.p.
The messages: