Making Telephone Calls
1. Preparation is essential. Plan what you want to say in advance. Keep necessary documents and pen, paper etc. to hand, to avoid wasting customer’s time.
2. Decide if call is essential. Would a prior email or fax help clarify important or complicated points?
3. If you do not know the name of the person you need to speak to explain briefly why you are contacting the company.
4. Be aware of time differences and tariffs when making an international call. Calls to mobile phones are more costly and should be kept to a minimum.
Answering the Telephone
1. A friendly, enthusiastic voice gives an immediate good impression and helps the caller to sound confident. Speak slowly, clearly and evenly.
2. Calls should be answered promptly, but not instantly, allowing caller time to compose themselves.
3. State clearly who you are and give the name of your company. Making a note of the caller’s name gives a personal touch and can be beneficial for future contact.
4. If it is necessary to speak to a colleague during a call it is advisable to put the caller briefly on hold rather than try to conduct two conversations. This can appear rude.
5. When transferring a caller explain why you are doing so and always give the extension number.
6. If someone calls at an inconvenient time do not sound agitated. Ask the caller if details can be faxed or emailed and/or arrange a suitable time to ring back.
7. When dealing with complaints do not take insults personally. Keep calm and allow a full account of the grievance to be aired. Tell the caller exactly what action will be taken. Never transfer calls of this nature.
Do’s and Don’ts :
Do:
Train staff in telephone techniques.
Learn when to finish a call. This prevents customers becoming bored or switching off.
Don’t:
Underestimate this cost-effective means of instant and personal communication.
Put off making a call or it may become a problem.
Use colloquial and slang words as they may lead to misunderstandings and can sound unprofessional.
Click here to return to the Checklists
| Information
supplied by Business Insight Central Library, Chamberlain Square, Birmingham. B3 3HQ Tel: 0121 303 4531 Email: business.library@birmingham.gov.uk www. birmingham.gov.uk/businessinsight www.bestforbusiness.com |
Alternatively,
click here for our Know
How Guides. |
Golden Entrepreneurs: Disclaimer Notice GoldenEntrepreneurs.com does not have any responsibility for, or be liable in respect of the content or accuracy of the information so provided, or for any errors or omissions therein. |
The
Information provided is generic and is researched using a variety
of sources. Major sources are acknowledged. |