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TELEPHONE COMMUNICATION SKILLS - Coggle Diagram
TELEPHONE COMMUNICATION SKILLS
TAKING
MESSAGES
REQUIRES BOTH ORAL & WRITTEN
A PENCIL & TELEPHONE MESSAGE PAD
TELEPHONE MESSAGE SHOULD BE
PASSED TO ITS RECEIPIENT
REPEAT INFO GIVEN, CONFIRM
TELEPHONE NUMBERS & SPELLINGS
MAKING EFFECTIVE
TELEPHONE CALLS
BEFORE CALLING
CHOOSE THE RIGHT TIME TO CALL
CHECK THE NUMBER
PLAN YOUR CALL
BE PREPARED
DURING THE
CALL
BE COURTEOUS AND
ESTABLISH RAPPORT
PUT A SMILE IN YOUR VOICE
CHECK NOTE
OBTAIN FEEDBACK
CLOSE IN A POSITVE
AFTER THE CALL
TAKE ACTION
MAKE NOTES
TECHNIQUES
ANSWERING PHONE CALLS
GREETING
CONFIRM
IDENTIFY THE CALLER
OFFER ASSISTANCE
TRANSFERRING
IDENTIFY THE CALLER
INFORM THE CALLER
ASK THE CALLER WOULD LIKE TO
LEAVE A MESSAGE
IF THERE IS NO RECIPIENT NAME
TELEPHONE PROBLEM
MAKING PHONE CALLS
MAKING CONTACT
GIVE MORE INFO
LEAVE A MESSAGE
ASK A FAVOR
ASK PHONE NUMBER
ASK FOR INFORMATION