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TOPIC 7 TELEPHONE COMMUNICATION SKILLS - Coggle Diagram
TOPIC 7
TELEPHONE COMMUNICATION SKILLS
MAKING EFFECTIVE TELEPHONE CALLS
During the call
Put a smile in your voice
Check your note
Be courteous and establish a
rapport
Obtain feedback
Close in a positive, courteous
manner
After the call
Make notes
Take action
Before calling
Choose the right time to call.
Plan your call
Check the number
Be prepared
TAKING MESSAGES
Requires both oral & written
communication skills.
A pencil & telephone message pad should
always be kept by the telephone.
A message pad: a reminder to obtain
necessary information from the caller.
Give verbal signals that the message is
being understood.
TELEPHONE COMMUNICATION TECHNIQUES
Answering phone calls
Confirm
Who the caller is calling: ”Mr.
Effendi’s office”
Who the caller is speaking with:
“This is Effendi” or “Effendi
Identify who the caller is and use the caller’s name
“May I know who is speaking?”
“May I know your name, Sir/Ma’am?”
Greeting
‘Good morning‘
Offer assistance
“How may I help you?”
“May I help you?”
Transferring calls
Identify who the call is for and who is
calling.
“May I tell Mr Effendi who is calling?”
Inform the caller he/she is being put on
hold to transfer the call.
“Hold the line please. I will put you
through.”
If the recipient is on the phone/occupied/is away, ask if the caller would like to leave a message.
“Mr Effendi is not in at the moment.
Can I take your message?”
If there is no recipient by the name.
“I am sorry. There is nobody here by
that name.”
Telephone problem
“The line is very bad. Could you speak
up, please?”
Making phone calls
Asking for a phone number
“What is your phone number, please?”
Asking for a favour
“Could you tell her that I called?”
Asking for information
“Could you tell me more about the short courses in business management at Kolej Ceria, please?”
Leaving a message
“Can I leave a message?”
Asking for clarification
“I am sorry. Does that mean the course
is open for registration next week?”
Giving more information
“I am calling from Saujana Maju
Berhad”
Making contact
“Hello. This is Effendi speaking. Could I
speak to Encik Reza, please?”