MADE BY: GAURAV AGGARWAL

st. code: B0006367

MADE BY: GAURAV AGGARWAL st. code: B0006367

How can we make a call

Opening Warm up (Hello , Good Morning) ( Introduce Your Self )

Send message ( Round off

Closing

Purpose Of Call Summary

) )

( Take Care ,good bye)

Answering the Telephone

Answer calls promptly by the second or third ring. Smile as you pick up the phone. Use your telephone voice, controlling your volume and speed. Project a tone that is enthusiastic, natural, attentive and respectful. Greet the Customer, identify your Company and yourself.

Answer Promptly
Answer before the third ring if at all possible. If youre talking on another line or to a person at your desk, excuse yourself, answer the phone, permit the caller to state his/her purpose, then tell him/her you are on another line and ask him/her if he/she can wait for a minute, or ask if theyd like to leave a message.

Suggestion: When answering someones elses line, give the name of the company and your name.

Identify Yourself

When answering your own line you can give department and name at the same time and then your name; i.e., ica Center , gaurav speaking...

EIGHT CS OF EFFECTIVE CALLER SERVICE Caring Confident Consideration Committed Creative Controlled Contagious Consistent

Remember when you take call

Brevity

Courtesy

Clarity

In the course of the conversation:

Focus your attention on the Customer. Enunciate/articulate clearly. Speak distinctly. Use simple English avoid Jargon and Acronyms. Use action specific words and directions. Use the Customers name during the conversation.

Always speak calmly and choose your words

naturally.

Taking Phone Messages

Phone Message should always include:

Callers name and company name (if applicable) Time and Date of call What the call is regarding (if possible) If a follow up or return call is needed Phone number (office or home)

In transferring calls:
Transfer ONLY when necessary; get the information yourself. If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with". Explain why you are "transferring" the call. Give the caller the person's name and direct number Stay on the line and introduce the caller.

Voicemail Greeting
Be sure to record your own personal greeting; don't use the standard default greeting or have another person record your greeting. Write down what you want to say in your greeting and practice saying it a few times before recording. Include in your greeting your name and department so that people know they have reached the correct person. Your regular greeting should include your normal work hours. Use the attendant feature if available! This feature allows the caller to reach another person in your department from your voicemail.