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OFFICE
Whether at work or
on your mobile
phone, it is very
important that we
are fully aware of
how we talk or
behave over the
phone.
MOBILE
OBJECTIVEVE
AT THE END OF THE TRAINING, STAFF WILL BE ABLE TO;
Phase 5
- Close
Opening
the Call
(Greeting &
Introductio
n)
the call
(Summari
ze)
Phase 2
- Building
Rapport &
Identifyin
g Need
(Question)
Phase 3
-
Collecting
/ Verifying
of
Informati
on
(Paraphra
se)
Phase 4
- Provide
Solutions,
Alternative
s or
Informatio
n
Telephone Etiquette
Words 14%
Tone of Voice
86%
The tone plays a very important role as the guest cannot see you. Your voice sets up the perception
in the Guests mind. Words that we use are also important but not as important as Tone in a
telephone conversation.
PHONE IMPRESSION
ENDING A CALL
DIFFERENT PHONE
CALL SITUATIONS
Focus your
attention on the
caller.
PLACING
CALLS
IN PLACING
THE CALL:
TRANSFERRING CALLSALLS
TRANSFER CA
Ask permission to transfer calls and explain the reason for the
transfer.
Let the caller know the name and department you are transferring
the call to.
Be sure you are transferring the caller to the proper person or
department.
If the caller complains about being transferred, suggest having the
call returned instead.
Give the new party any helpful information before completing the
transfer.
Never transfer a caller more than two times.
Than
k Yo
u
TAKING MESSAGESALLS
TAKING MESSAGES
SOMEONE
CALLS
YOUCALL
BYALLS
MISTAKE
ANSWERING
A WRONG
NUMBER
Inform the caller politely that he/she
reached a wrong number.
Suggest that the caller recheck the
number and dial again.
If the caller is trying to reach a
destination that you are familiar with or
have an idea about, do your best to find the
number and assist the caller in
transferring the call.
8 TELEPHONE ETIQUETTES
Avoid slangs
Dont eat, sip a drink, and chew gum
while on phone.
Listen very attentively.
When transferring calls, whether in
coming or out going, introduce both
party to each other.
Dont keep the caller on hold for more
than sixty seconds without
communicating your effort.
When ending your call ensure there are
no unfinished business.
UNACCEPTAB
LE PHRASES
1.
2.
3.
4.
ACCEPTABLE
PHRASES
1.
2.
3.
4.
HAPPY
CALLIN
G