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TELEPHONE COMMUNICATION SKILL - Coggle Diagram
TELEPHONE COMMUNICATION SKILL
MAKING EFFECTIVE TELEPHONE CALLS
Before calling
choose the right time to call
Overseas: time difference
Be prepared
Gather together files
Plan your call
List of point
Check the number
During the call
Be courteous and establish a rapport
How are you
Put a smile in your voice
Use intonation to good effect-sound confident
Close in a positive, courteous manner
Thanking the caller for his/her time
Check your note
To ensure you have covered everything
Obtain feedback
Make sure the caller understands the message correctly
After the call
Make notes
Place them in the appropriate file
Take action
If you need send a letter of confirmation or inform someone about any details of the call, do so immediately.
TELEPHONE COMMUNICATION TECHNIQUES
Answering phone calls
Confirm
Who the caller is calling. "Mr. Effendi's office".
Greeting
Good morning
Other assistance
How may I help you?
Identify who the caller is and use the caller's name
May I know who is speaking?
Making phone calls
Making contact
Hello, This is Effendi speaking. Could I speak to Encik Reza
Giving more information
I am calling from Saujana Maju Berhad.
Leaving a message
Can I leave a message?
Asking for favour
Could you ask him to call me back?
Asking for a phone number
What is your phone number, please?
Asking for information
Could you tell me more about the short courses in business management at Kolej Ceria, please?
Asking for clarification
I am sorry, Does that mean the course is open for registration next week?
Transferring calls
If the recipient is on the phone or occupied or 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?
Inform the caller she/he is being put on hold to transfer the call
Hold the line please, I will put you through
Identify who the call is for and who is calling
May I tell Mr. Effendi who is calling?
TAKING MESSAGES
Requires both oral and written communication skills
A pencil and telephone message pads should always be kept by the telephone
Repeat the information given, confirm telephone numbers and spellings, to check all the details are received correctly
A telephone message should be passed to its recipient immediately, or placed on his or her desk if the recipient is out.