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TELEPHONE COMMUNICATION SKILLS - Coggle Diagram
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
check the number
plan your call
choose the right time to call
be prepared
TAKING MESSAGES
requires both oral & written communication skills
a pencil & telephone message pad should always be kept by the telephone
a telehone message should be passed to its recipient
repeat the information given, confirm telephone numbers and spellings
TELEPHONE COMMUNICATION TECHNIQUE
ANSWERING PHONE CALLS
greeting
confirm
identify who the caller is and use the caller's name
offer assistance
TRANSFERRING CALLS
Identify who the call is for and who is calling
Inform the caller he/she is being put on hold to transfer the call
If the recipient is on the phone/occupied/ is away, ask if the caller would like to leave a message.
If there is no recipient by the name
Telephone problem
MAKING PHONE CALLS
making contact
giving more information
leaving a message
asking for a favour
asking for a phone number
asking for information
asking for clarification