1. Formal telephone skills
By : Musfirah Ahmed

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
satisfaction.
First impression

3. Situations where formal conversation is required:
 Business meetings
 Interview calls
 Telesales
 Ticket bookings
 Calls to get information
 Reminder calls
 Bank dealings etc.
Formal communication

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

5. Don’t be distressed like this guy just
say BISMILLAH and pick it.

6.  Your voice now represents not only you but the
whole company
 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
 Be enthusiastic
Call opening

8. Starting a conversation
3-step guide
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
examples

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
response.
 After coming back, acknowledge their effort and say
“thank you for holding”
Putting on hold

11. Don’t do this .

13. Upon putting on hold
 “Hello, this is Mary. I have another call, will you please
hold?”
 (Yes)
 “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 ?
Example:

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
your call.”
Ending the call

15.  Thank you Mr. Khan for calling . I will make sure to
suffice all your needs. Will be expecting your call
soon.
 If you end the conversation
On a good note then it is your
Success.
Example:

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
this week.
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).

18. ACTIVITY TIME