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A2 TELEPHONE SKILLS GUIDE

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Telephone skills A2

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A2 TELEPHONE SKILLS
Aims Provide a suitable greeting and farewell to callers
Aims  Use the telephone effectively  Transfer and/or place a call on hold  Learn telephone phrases  Take a written message
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
Answer the call with a smile on your face!
Answering the Telephone  Answer quickly, maximum within three rings
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.”
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
Answering the Telephone Identify yourself:  “Astrid Brim speaking”  “Patrick Parsley speaking” NEVER SAY: You are speaking with XXXXX, from (use of) of Delra Airlines.
Answering the Telephone  Offer assistance  “How May I Help/Assist You?”
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.
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.
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?
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?”
Transferring or Placing Calls on Hold  Handle calls yourself where possible  Transfer calls directly to the correct extension
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?
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?”
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.”
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
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?”
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?
Taking Messages  Message for…  Name and title of caller  Company name  Telephone number  Time and date of call  Message
Taking Messages  Action required  Name/initials of person  taking the message  Repeat the message back
Ending the Call  End the conversation on a positive note  Thank the caller  Use the caller’s name
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.”
THANK YOU !

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A2 TELEPHONE SKILLS GUIDE

  • 2. Aims Provide a suitable greeting and farewell to callers
  • 3. Aims  Use the telephone effectively  Transfer and/or place a call on hold  Learn telephone phrases  Take a written message
  • 4. 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
  • 5. Answer the call with a smile on your face!
  • 6. Answering the Telephone  Answer quickly, maximum within three rings
  • 7. 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.”
  • 8. 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
  • 9. Answering the Telephone Identify yourself:  “Astrid Brim speaking”  “Patrick Parsley speaking” NEVER SAY: You are speaking with XXXXX, from (use of) of Delra Airlines.
  • 10. Answering the Telephone  Offer assistance  “How May I Help/Assist You?”
  • 11. 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.
  • 12. 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.
  • 13. 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?
  • 14. 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?”
  • 15. Transferring or Placing Calls on Hold  Handle calls yourself where possible  Transfer calls directly to the correct extension
  • 16. 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?
  • 17. 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?”
  • 18. 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.”
  • 19. 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
  • 20. 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?”
  • 21. 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?
  • 22. Taking Messages  Message for…  Name and title of caller  Company name  Telephone number  Time and date of call  Message
  • 23. Taking Messages  Action required  Name/initials of person  taking the message  Repeat the message back
  • 24. Ending the Call  End the conversation on a positive note  Thank the caller  Use the caller’s name
  • 25. 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.”