Telephone Skills

Fact

The phone could become one of the most powerful, efficient cost effective

tools you have at your

disposal.

Fact

Whether you use the phone:

for job applications as part of your job when you’re

employed

telephone manners are a crucial components of a professional image

Fact Your voice is your

personality over the telephone. It makes an immediate impression that can portray you as:

friendly or distant confident or timid spontaneous or

mechanical relaxed or nervous

FactMany of us feel awkward

about using the phone.WHY?

We can’t see facial expressions.

We can’t see what the other person is doing.

We can’t use illustrations to help them understand.

Telephone Handling Training

Rule 1 : Answer Promptly

Rule 2 : Pleasant Greeting & Tone

Rule 3 : Smile on the Phone

Do

Smile when you’re on the phone, the other person will hear it as it completely changes the sound of your voice!

Telephone Handling Training

Rule 3 : Use the Caller’s Name

Rule 4 : No Using Industry Jargon

Do

Listen and respond to the person on the other end of the line.

When you focus on them the phone call becomes much more conversational.

Telephone Handling Training

Rule 5 : Vary Your Tone

Rule 6 : Speak Slowly

Rule 7 : No Distractions

Don’t

Do things like doodle or read while on the phone, the person you’re talking to will know you’re distracted!

Answer the phone with food in your mouth, the other person will hear it!

Speak Too Fast

Telephone Handling Training

Rule 8 : Listen Attentively

Rule 9 : Repeat Information Back

Scenario 1 of a phone call Dos and Don’ts of your reply

Time to practise

Scenario 2 of a phone call Dos and Don’ts of your reply

Time to practise

The Telephone

A Business Tool

Answering The Phone Greet the caller State the company (or department) Introduce yourself (if phone received at

department) Offer your help

“Namaste, Clarks Inn, How may I help you?”

Taking Messages

1. The date and time of the call2. Who the message is for3. The name of the caller4. The company/dept of the caller5. The telephone number of the caller6. A brief message7. Name of person who took the message

Ending The Call

Thank the caller Assure that promises will be fulfilled Leave the caller with a positive

feeling

“Thank you for calling, Clarks Inn.

Namaste”

Telephone Skills

End