BASIC TELEPHONE SKILLS/BASIC TELEPHONIC SKILLS, ANSWERING CALLS, TRANSFERRING CALL, PLACING A CALL ON HOLD, TAKING MESSAGES, ENDING CALL/DISCONNECTING CALL

1. BASICBASIC
TELEPHONETELEPHONE
SKILLSSKILLS
Presented By:
Lohitakksh Chauhhan

2. OBjECTIvESOBjECTIvES
 By the end of this session you will be able to:By the end of this session you will be able to:
 State the reasons for providing professionalState the reasons for providing professional
telephone service to both internal andtelephone service to both internal and
external callersexternal callers
 Provide a suitable greeting and farewell toProvide a suitable greeting and farewell to
callerscallers

3. OBjECTIvESOBjECTIvES
 Use the telephone effectivelyUse the telephone effectively
 Transfer and/or place a call on holdTransfer and/or place a call on hold
 Take a written messageTake a written message

4. PrIOr TO ANSwErINgPrIOr 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 smokingdrinking or smoking
Use correct postureUse correct posture

5. ANSwEr THE CALLANSwEr THE CALL
wITH AwITH A SmILESmILE ONON
yOur fACE!yOur fACE!

6. ANSwErINg THE TELEPHONEANSwErINg THE TELEPHONE
Focus on the callerFocus on the caller
Answer promptly,Answer promptly,
maximum within three ringsmaximum within three rings

7. Answering the telephoneAnswering the telephone
Provide a greetingProvide a greeting

““Good Morning”Good Morning”

““Good Afternoon”Good Afternoon”

““Good Evening”Good Evening”

8. Answering the telephoneAnswering the telephone
Identify the departmentIdentify the department

Business CenterBusiness Center

HousekeepingHousekeeping

Front DeskFront Desk

9. Answering the telephoneAnswering the telephone
Identify yourselfIdentify yourself

““Lohitakksh speaking”Lohitakksh speaking”

““Pooja speaking”Pooja speaking”

10. Answering the telephoneAnswering the telephone
Offer assistanceOffer assistance

““How May I Help/Assist You?”How May I Help/Assist You?”

11. Answering the telephoneAnswering the telephone
 ““Good Morning, BusinessGood Morning, Business
Center, Mike speaking,Center, Mike speaking,
How May I help you?”How May I help you?”
 ““Good Afternoon,Good Afternoon,
Finance, Aseem speaking,Finance, Aseem speaking,
How May I help you?”How May I help you?”

12. trAnsferring ortrAnsferring or
plAcing cAlls on holdplAcing cAlls on hold
Handle calls yourself where possibleHandle calls yourself where possible
Transfer calls directly to theTransfer calls directly to the
correct extensioncorrect extension

13. Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Always ask if you can put the person on holdAlways ask if you can put the person on hold
and wait for the answerand wait for the answer
 ““Ms Dabra,the extension is busy,Ms Dabra,the extension is busy,
May I please place your call on hold?May I please place your call on hold?

14. Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Explain delaysExplain delays
 ““Thank you for holding, Ms Dabra, the extension is stillThank you for holding, Ms Dabra, the extension is still
busy, would you like to continue holding orbusy, would you like to continue holding or
shall I ask Ms Dabra to call you backshall I ask Ms Dabra to call you back
as soon as his extension is free?”as soon as his extension is free?”

15. Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 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 transferringMs Dabra, I am Lohitakksh transferring
I’m transferring your call to Mr XI’m transferring your call to Mr X
who will be able to assist you in this regard.”

16. Transferring orTransferring or
Placing calls on HoldPlacing calls on Hold
 Always stay on the line until the transfer is completeAlways stay on the line until the transfer is complete
 Explain to the person receivingExplain to the person receiving
the callthe call

why you are transferringwhy you are transferring
the callthe call

who the caller iswho the caller is

17. Transferring a callTransferring a call
 ““Lohitakksh, this is Immanuel, I have Ms Dabra onLohitakksh, this is Immanuel, I have Ms Dabra on
the line who needs some information about Corporatethe line who needs some information about Corporate
Room Rates.”Room Rates.”
 ““Good morning, Ms Dabra, this is Lohitakksh. IGood morning, Ms Dabra, this is Lohitakksh. I
understand that you would like to know about ourunderstand that you would like to know about our
Corporate Room Rates, is that correct?”Corporate Room Rates, is that correct?”

18. Transferring a callTransferring a call
 Use guest’s name (personalize the call)Use guest’s name (personalize the call)
 Confirm understanding of the reason for the callConfirm understanding of the reason for the call
 Ask a closed question forAsk a closed question for
confirmationconfirmation

19. 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

20. Taking MessagesTaking Messages
Action requiredAction required
Name/initials of personName/initials of person
taking the messagetaking the message
Repeat the messageRepeat the message

21. ending The Callending The Call
End the conversation on a positive noteEnd the conversation on a positive note
Thank the callerThank the caller
Use the caller’s nameUse the caller’s name

22. 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 toMs Dabra, we look forward to
seeing you.”seeing you.”
““Goodbye Ms DabraGoodbye Ms Dabra
and thank you for calling.”and thank you for calling.”

23. Thank
YOU !