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Avoid personel calls in an office unless it is very important. |
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While calling offices remember Monday morning, lunch break, late evening hours are not very good time to call. |
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Develop a good telephone voice by speaking pleasantly, clearly and expressively. Do not chew, eat or drink while talking on the phone. |
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Be short and crisp i.e. to the point. |
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Your voice should reflect your alertness and interest. |
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Smile on your face also makes your voice pleasant. |
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Get to the point of the call i.e. why you called. |
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Be a good listener. Pay full attention to the person. |
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Turn off any background music or sound. |
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Be prepared with note taking materials to take complete and accurate message. |
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The telephone receiver should be three finger breath away. |
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Speak clearly into mouth piece. |
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Once the caller indentify himself or herself, pronounce the callers name distinctly. |
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Modulate and be aware of your speed of talking. Match your word speed to that of the caller. |
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Use courteous words like please, thank you, your welcome etc. |
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Don't carry a parallel conversation with anyone else i.e. don't talk to somebody if he/she is on line. |
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Be sure to have all your informations, questions when you are calling. |
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It's bad to ask someone to hold. |
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Repeat your information to the caller by summarising, this way you can clarify the caller's request. |
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Avoid making assumptions, better to ask questions. |
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Be the last to hang up, if receive a call. |
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When Placing a Call
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Identify yourself. |
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If you have several items to discuss make a list before hand. |
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If the person you are calling seems busy ask him/her if you can call him/her back at a most convenient time. |
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If you want your call return then give the person your details like your name, phone no. and time. |
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Replace the receiver softly, don't bang it down. |
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When answering a Call
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Before the third ring, the telephone should be picked up. |
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Identify yourself and the organisation, then wished. |
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If the calls needs to be transfered politely ask who is calling. Do not leave him/her on hold for long. |
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When you take a message ther are five w's as a check list:- |
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What is the message? |
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When was it taken? |
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Whom is the message from and for whom? |
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When is the meeting or appointment? (time) |
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Where is the receiver (venue) of the message should go? |
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Double check the telephone no. and the spellings of addresses. |
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Answering Machine
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Do not leave critical/confidential messages on the answering machine. |
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Concise/breif messages with the time & date and forwarding phone numbers. |
