1.
BASIC TELEPHONE SKILLS

2.
Objectives <ul><li>By the end of this session you will be able to: </li></ul><ul><li>State the reasons for providing professional telephone service to both internal and external callers </li></ul><ul><li>Provide a suitable greeting and farewell to callers </li></ul>

3.
Objectives <ul><li>Use the telephone effectively </li></ul><ul><li>Transfer and/or place a call on hold </li></ul><ul><li>Take a written message </li></ul>

4.
Prior to Answering the Telephone <ul><li>Be prepared </li></ul><ul><ul><li>pen and paper </li></ul></ul><ul><ul><li>telephone extension list </li></ul></ul><ul><li>Avoid chewing, eating, drinking or smoking </li></ul><ul><li>Use correct posture </li></ul>

5.
Answer the call with a smile on your face!

6.
Answering the Telephone <ul><li>Focus on the caller </li></ul><ul><li>Answer promptly, </li></ul><ul><li>maximum within three rings </li></ul>

7.
Answering the Telephone <ul><li>Provide a greeting </li></ul><ul><ul><li>“ Good Morning” </li></ul></ul><ul><ul><li>“ Good Afternoon” </li></ul></ul><ul><ul><li>“ Good Evening” </li></ul></ul>

8.
Answering the Telephone <ul><li>Identify the department </li></ul><ul><ul><li>Business Center </li></ul></ul><ul><ul><li>Housekeeping </li></ul></ul><ul><ul><li>Front Desk </li></ul></ul>

9.
Answering the Telephone <ul><li>Identify yourself </li></ul><ul><ul><li>“ Abhishek speaking” </li></ul></ul><ul><ul><li>“ Pooja speaking” </li></ul></ul>

10.
Answering the Telephone <ul><li>Offer assistance </li></ul><ul><ul><li>“ How May I Help/Assist You?” </li></ul></ul>

11.
Answering the Telephone <ul><li>“ Good Morning, Business Center, Mike speaking, How May I help you?” </li></ul><ul><li>“ Good Afternoon, Finance, Aseem speaking, How May I help you?” </li></ul>

12.
Transferring or Placing Calls on Hold <ul><li>Handle calls yourself where possible </li></ul><ul><li>Transfer calls directly to the correct extension </li></ul>

13.
Transferring or Placing Calls on Hold <ul><li>Always ask if you can put the person on hold and wait for the answer </li></ul><ul><li>“ Mr Khanna,the extension is busy, May I please place your call on hold? </li></ul>

14.
Transferring or Placing Calls on Hold <ul><li>Explain delays </li></ul><ul><li>“ Thank you for holding, Mr Khanna, the extension is still busy, would you like to continue holding or shall I ask Mr Kumar to call you back </li></ul><ul><li>as soon as his extension is free?” </li></ul>

15.
Transferring or Placing Calls on Hold <ul><li>Let the caller know </li></ul><ul><ul><li>why you are transferring the call </li></ul></ul><ul><ul><li>who they are being transferred to </li></ul></ul><ul><li>“ Mr Khanna, I am transferring your call to Abhishek who will be able to assist you in this regard.” </li></ul>

16.
Transferring or Placing Calls on Hold <ul><li>Always stay on the line until the transfer is complete </li></ul><ul><li>Explain to the person receiving </li></ul><ul><li>the call </li></ul><ul><ul><li>why you are transferring </li></ul></ul><ul><ul><li>the call </li></ul></ul><ul><ul><li>who the caller is </li></ul></ul>

17.
Transferring a Call <ul><li>“ Abhishek, this is Harveen, I have Mr. Khanna on the line who needs some information about Corporate Room Rates.” </li></ul><ul><li>“ Good morning, Mr. Khanna, this is Abhishek. I understand that you would like to know about our Corporate Room Rates, is that correct?” </li></ul>

18.
Transferring a Call <ul><li>Use guest’s name (personalise the call) </li></ul><ul><li>Confirm understanding of the reason for the call </li></ul><ul><li>Ask a closed question for confirmation </li></ul>

19.
Taking Messages <ul><li>Message for… </li></ul><ul><li>Name and title of caller </li></ul><ul><li>Company name </li></ul><ul><li>Telephone number </li></ul><ul><li>Time and date of call </li></ul><ul><li>Message </li></ul>

20.
Taking Messages <ul><li>Action required </li></ul><ul><li>Name/initials of person taking the message </li></ul><ul><li>Repeat the message back </li></ul>

21.
Ending the Call <ul><li>End the conversation on a positive note </li></ul><ul><li>Thank the caller </li></ul><ul><li>Use the caller’s name </li></ul>

22.
Ending the Call <ul><li>“ Thank you for calling Mr Khanna, goodbye.” </li></ul><ul><li>“ Thank you for the booking, Mr Khanna, </li></ul><ul><li> we look forward to seeing you.” </li></ul><ul><li>“ Goodbye Mr Khanna </li></ul><ul><li>and thank you for calling.” </li></ul>

23.
THANK YOU !