2. First impressions create lasting memories, whether
positive or negative.
A pleasant greeting and a positive attitude will make a
good first impression.
The person on call forms a MENTAL PICTURE of you.
When telephone skills are used effectively they create
positive impression and enhance customer
3. Situations where formal conversation is required:
Calls to get information
Bank dealings etc.
4. Before answering the call you must:
Feel confident and smile
Have a positive ( Can-Do ) attitude
Organize the desk
Make sure phone is placed correctly
Get a pen and a paper to note down important points
Have a glass of water with you
Answering a formal call
6. Your voice now represents not only you but the
The first impression a caller gets of your company is
the first 15 seconds of your conversation
Keep your voice clear, toned and charming
Warm and professional greeting
8. Starting a conversation
1. Use buffer words that welcome callers such as
Assalamualikum, Good Morning, Good Afternoon,
Thanks for calling
2. your company or department name
3. your name
note: asking how can I help you is not needed
because anything after your name , erases your name.
9. ASA, Pakistan International Airline, This is Salman.
If the call is transferred to you then,
Good Morning, Service department, This is Hamna
Thanks for calling online ticket center, This is Rida
10. Being put on hold remains one of the top 3
frustrations/pet peeve of the public.
It is not because they were put on hold but because
How they were put on hold .
when there is a need to put someone on hold it is
crucial to ask for their permission and then wait for a
After coming back, acknowledge their effort and say
“thank you for holding”
Putting on hold
13. Upon putting on hold
“Hello, this is Mary. I have another call, will you please
“Thank you, I’ll be with you in a moment.
After coming back
Thank you for holding it for me , how can I help you ?
14. Take time with everyone and do not rush someone
off the phone. You want to encourage them to call
again and schedule a return visit to the practice!
Make a great last impression as well that customer
after hanging up say
“Wow that was a great call”
Use sentences like, “It was nice to meet you by
phone” or “thank you for calling” or “we appreciate
Ending the call
15. Thank you Mr. Khan for calling . I will make sure to
suffice all your needs. Will be expecting your call
If you end the conversation
On a good note then it is your
16. A: Good afternoon, telecom limited. This is Rachel,
B: Hello. Is Mr. Savinov available?
A: May I ask who’s calling?
B: My name is Mr. Wilson. I’m calling in regards to our meeting
A: Would you mind holding for a minute, Mr. Wilson?
B: Not at all.
A: Thanks so much.
A FORMAL CONVERSATION
17. C: Hello.
A: Mr. Savinov, you have a phone call from a Mr. Wilson about a
meeting this week.
C: Great. Put him through (transfer the call to me). Hello, Mr. Wilson.
What can I do for you?
B: Hi, Mr. Savinov. I was just calling to confirm the details of our
meeting. What’s a good time for you?
A: Well I’m pretty swamped (very busy) tomorrow. How about 10
o’clock on Friday?
B: I may not be able to make it at ten. Would 10:30 be OK?
A: Sure that works for me. I’ll pencil you in (put you on my schedule)
for 10:30 on Friday.
B: Great. I’m looking forward to it. See you soon.
A: Sure… thanks for calling. Take care (have a nice day).