CHAPTER 4 E F F E C T I V E T E L E P H O N E C O M M U N I C A T I O N…
E F F E C T I V E
T E L E P H O N E
C O M M U N I C A T I O N S
Making A Favorable First Impression
avoid speaking in a monotonous voice
adjust pace to fit the needs of those with whom you are communicating
Do not shout or speak to softly
-Proper enunciation (Pronounce words
clearly and distinctly)
Follow basic grammar standards
Learn words that will help to express feelings, ideas, & needs
Placing a caller on hold
Check back frequently to
reassure the caller that he or she has not been forgotten.
When a caller reached a wrong extension, it must be transferred to the right person
Handling a disconnected call
Who placed the call should call back immediately after the disconnection
INCOMING TELEPHONE CALLS
If possible answer the telephone after the first ring.
Inform the caller your name, company
Conclude the call
The person who places the call is the one who hang up first.
SCREENING CALLS AND TAKING
Determine who is calling and the purpose of the call.
Give the caller enough information to explain the person’s absence.
Pad or printed message forms for recording telephone messages.
Using a computer for example an e-mail
OUTGOING TELEPHONE CALLS
Personal telephone calls
Follow company’s policy regarding making or receiving personal telephone calls at work.
Calls on Mobile Phones
Employees who are away from office keep in touch with the co-workers & customers using mobile phone.
Be aware of time zone differences when placing long-distance calls.
Is placed when it's necessary to talk simultaneously with persons at several different locations at one time.
Lists in alphabetical order the names and telephone numbers of individuals or businesses
Contain an alphabetic listing of businesses only
Personal and Company Directories
Keep a personal directory of frequently used numbers
Information contained in the paper directories can be accessed using computer
Long Distance Service
Direct Dial Calls
known as station-to-station calls
Specialized Long-Distance Calls (operator assisted calls)
Person to person & collect calls are types of special long distance calls
Prepaid Phone Cards
Card purchased in advance & used to pay for a certain number of minutes of phone use
This discounted service applies to incoming calls only