Beruflich Dokumente
Kultur Dokumente
Morsy I. M.
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TELEPHONE COURTESY
THE MOMENT YOU ANSWER THE PHONE:
You are your company.
You are the most important person at work.
The telephone has placed you in the front line.
Your behaviour throughout the call will be seen
as the attitude of the company.
You are fully responsible to know various
features and correct operating procedures of
your telephone system.
You have to use "Sir", "Thank You", and
"Please", liberally during your conversation.
The key to a successful telephone
call is to simply remember that
your customer cannot see you.
I. The Start
4. Smile.
It helps your voice to sound sociable.
CAPSULATION
OPERATOR'S ANSWER
Good Morning / Good
Afternoon.
Company Name.
May I Help You, Sir.
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2. Concentrate.
Give the telephone conversation your undivided attention.
3. Be prepared.
a) Be in the right place to take the call.
b) Have the right information at hand.
c) Have your writing hand free.
d) Have a pen and paper ready.
2. Summarise.
a) Finish by recapping exactly what you are going to
do as a result of the telephone conversation.
b) Take any promised action immediately.
CAPSULATION
STAFF
1. Answer Telephone Quickly.
2. Speak Pleasantly.
3. Identify Yourself.
4. Offer Your Help.
5. Liberally Use :
"Sir", "Please", "Thank You"
CAPSULATION
OPERATOR
1. Answer Telephone Quickly.
2. Speak Pleasantly, Be Welcoming.
3. Identify Your Place of Business.
4. Offer Your Help.
5. Liberally Use :
"Sir", "Please", "Thank You"
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OPERATOR'S ANSWER
Good Morning /
Good Afternoon.
Company Name.
May I Help You, Sir.
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