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CHAPTER 4: EFFECTIVE TELEPHONE COMMUNICATIONS - Coggle Diagram
CHAPTER 4: EFFECTIVE TELEPHONE COMMUNICATIONS
PACE
The rate or speed of speech.
Learn to adjust your pace to fit the needs of those with whom you are communicating.
VOICE: To convey interest and courtesy.
TONE
To emphasize words.
Avoid speaking in a monotonous voice.
VOLUME
Don't shout or speak too softly.
Speak directly into the telephone receiver.
SPEAKING SKILLS:
The impression you give over the phone.
PRONUNCIATION
Must correct and pronounce words clearly and distinctly.
Avoid long words, complicated phrases, or long sentences.
GRAMMAR
Follow basic grammar standards.
Ask explanation if don't understand an expression.
VOCABULARY
Improve you professional and personal vocabulary.
Avoid using trendy and slang expressions.
PROPER TELEPHONE TECHNIQUES
INCOMING TELEPHONE TECHNIQUES
Know how to handle variety of situations.
Take care of caller requests, needs and problems.
ANSWER PROMPTLY
All incoming calls.
Answer the telephone after the first ring.
IDENTIFY YOURSELF
Inform the caller your name, company, department or office.
Automated telephone systems no need to identify yourself.
CONCLUDE THE DESCRIBE
The person who places the call is the one who ends the conversation.
Use the caller's name if you want to end the conversation.
ASSISTING CALLERS
Placing a caller on hold:
If another incoming call is waiting while you are talking on the phone.
Politely inform the caller that you are placing him or her on hold.
Transferring calls:
When a caller has reached a wrong extention.
Always tell the caller why the tranfer is necessary.
Handling difficult callers:
Are very stressful. Control yourself and remain professional.
Guidelines to handle difficult callers:
Try to resolve the matter if possible.
Always present a helpful, positive and sincere attitude.
Remain outwardly calm and do not display difensive behavior.
If the caller is abusive or uses profanity, identify the caller and end the conversation quickly.
HOLD - A feature that allows a telephone caller to remain connected but waiting for the other person to come bact on the line.
SCREENING CALLS
Determine who is calling and the purpose for the call.
Be tactful, yet direct.
Giving information:
When an executive is not around do not reveal unnecessary or sensitive information to caller.
TAKING MESSAGES:
Must have a pad and printed message forms for recording telephone messages.
Make sure your handwriting is legible.
INCLUDE:
The date and time of the call.
The name of the caller of the company.
The caller telephone number.
The details of the message.
Your name or initials.
Using a computer message: Less time is needed to key a message than to write it.
Each computer message you key should include the same basic information as handwritten message.
OUTGOING TELEPHONE CALLS:
PLANNING CALLS - Every calls you make requires preparation and planning.
WHEN PREPARING FOR ANY CALLS:
Confirm the name and number of the person you are calling.
Identify clearly the main purpose.
Gather other information such as dates and times, documents relate to the topic, questions and pen and paper or computer to take notes during the call.
PERSONAL TELEPHONE CALLS:
Follow your company's policy regarding this.
Brief urgent or emergency calls are permitted.
Calls on Mobile Phones:
Do not use in area where you will disturb other people.
Confidential information not be discussed in a public area.
Be aware of the laws regarding cell phone use while driving in your area.
TIME ZONE - A geographical region that has the same standard time.
It is important that you be aware of time zone differences when placing long-distances calls.
Avoid calling when the time is before or after business hours or during lunch at that location.
Twenty-four time zones are used throughout the world.
CONFERENCE CALL:
Is placed when it is necessary to talk simultaneously with persons at several different locations at one time.
Are set up in advance with a conference operator.
GUIDELINES IN PLANNING A CONFERENCE CALL:
Inform all participants of the date, time and proposed length of the call.
Verify everyone's telephone number.
Send any needed information in advance.
Identify the objectives and intended outcomes of the call.
PROCEDURES:
Take roll. Call out the names of all participants.
Lead the call by presenting the agenda and conference guidelines.
Have participants identify themselves when speaking.
Speak clearly.
Avoid interrupting other speakers.
Take notes of important points.
USING DIRECTORIES:
Local Directories - Local telephone companies usually provide directories to their customers free of charge.
White Pages - Lists in alphabetical order the names and telephone numbers of individuals and businesses.
Yellow Pages - Contain an alphabetic listing of businesses only.
Personal And Company Directories - Keep a personal directory of frequently used numbers.
Electronic Directories - Information contained in the paper directories can also be accessed using a personal computer ?CD-ROM.
Directory Assistance - If you don't have a directory, you can call operator for help. Example, Malaysia TM - #103
LONG-DISTANCE SERVICE - Several factors determine the cost of long-distance service such as:
Time of day the call placed.
Type of all call and the length of the conversation.
Long distance carriers provide a variety pricing plan.
Visit Telephone company Web site to learn of pricing and special offers and regulations.
Long distances calls are calls made to numbers outside the service area of your local telephone company.
To place calls efficiently and economically you must:
DIRECT DIAL - Calls that placed without assistance from an operator.
SPECIALIZED LONG-DISTANCE CALLS (OPERATOR ASSISTED CALLS) - Person-to-person calls: An expensive type.
Collect calls: Charges for a collect call are billed to the telephone number being called.
PREPAID PHONE CARDS - Card purchased in advance and used to pay for a certain number of minutes of phone use.
TOLL-FREE SERVICE - A company may subscribe to toll-free services for callers.
This discounted services applies to incoming calls only.