the first impression of you and your organization is made within the first 10 seconds of the conversation.
smile as you pick up the receiver to get into the right frame of mind so that you are likely to be friendly and courteous.
an effective greeting should include these five steps:
identify your organization
identify your name
identify your department
assist the customer – how may i help you?
Making a call
when you speak on the telephone, speak clearly, but not too loudly.
courtesy is as important in speaking over the phone as in talking to people face to face.
after someone answers the phone, the caller should give his or her name before asking for the person desired.
ask for the person by full name
exchange social pleasantries
a person should always be certain of the number he is dialing to avoid disturbing someone unnecessarily.
if you do reach a wrong number, it is important to say “i’m sorry, i dialed the wrong number.” before hanging up.
the person at the other end of the phone cannot see your facial expressions or gestures and the impression he receives depends on what she hears
the telephone carries your voice at its natural volume and pitch. try not to shout but speak clearly and distinctly.
end your call with an action plan
Responding the call
try to receive the phone as soon as you hear it ringing
always identify yourself, with both your name and company or department
one of the cordial sins of answering the telephone is to ask, “who’s calling?” be sure that the person answering your
telephone uses the correct response, “may i know who’s calling?”
Putting the call on hold
when a person at the other end is asked to wait while you finish speaking to someone on the other line, make sure that:
you seek permission
“may i place you on hold….”
“if you don’t mind, may i put you on hold….”
give the reason
“it will take me about a minute….”
thank the person waiting
“thank you for your co-operation.”
make sure you don’t keep him waiting for too long, or politely tell him that you will call him shortly as you are busy on the other line.
if your call gets disconnected, you must promptly call back, whatever the circumstance.
Ending the call
The way you end the call is always remembered by the other person, so always try to end on a positive note.
offer additional help
“is there anything else that i can assist you with?”
highlight something positive about the call
“thank you for doing business with us mr.john. you have a wonderful day.”
during business calls, never say “seeya” or “later”, just say “goodbye”, and allow the other person to hang up before replacing
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