BASIC BASIC TELEPHONE TELEPHONE SKILLS SKILLS Presented By: Lohitakksh Chauhhan
May 08, 2015
BASIC BASIC TELEPHONE TELEPHONE
SKILLSSKILLS
Presented By:Lohitakksh Chauhhan
ObjectivesObjectives By the end of this session you will be By the end of this session you will be
able to:able to:
State the reasons for providing State the reasons for providing
professional telephone service to professional telephone service to
both internal and external callersboth internal and external callers Provide a suitable greeting and Provide a suitable greeting and
farewell to callersfarewell to callers
By the end of this session you will be By the end of this session you will be able to:able to:
State the reasons for providing State the reasons for providing
professional telephone service to professional telephone service to
both internal and external callersboth internal and external callers Provide a suitable greeting and Provide a suitable greeting and
farewell to callersfarewell to callers
ObjectivesObjectives Use the telephone effectivelyUse the telephone effectively
Transfer and/or place a call on Transfer and/or place a call on
holdhold
Take a written messageTake a written message
Use the telephone effectivelyUse the telephone effectively
Transfer and/or place a call on Transfer and/or place a call on
holdhold
Take a written messageTake a written message
Prior to Answering Prior to Answering the Telephonethe Telephone
Be preparedBe prepared pen and paperpen and paper telephone extension listtelephone extension list
Avoid chewing, eating, Avoid chewing, eating, drinking or smoking drinking or smoking
Use correct postureUse correct posture
Be preparedBe prepared pen and paperpen and paper telephone extension listtelephone extension list
Avoid chewing, eating, Avoid chewing, eating, drinking or smoking drinking or smoking
Use correct postureUse correct posture
Answer the call Answer the call with a with a smile smile on on
your face!your face!
Answering the TelephoneAnswering the Telephone
Focus on the callerFocus on the caller
Answer promptly, Answer promptly,
maximum within three maximum within three
ringsrings
Focus on the callerFocus on the caller
Answer promptly, Answer promptly,
maximum within three maximum within three
ringsrings
Answering the TelephoneAnswering the Telephone
Provide a greetingProvide a greeting
““Good Morning”Good Morning”
““Good Afternoon”Good Afternoon”
““Good Evening”Good Evening”
Provide a greetingProvide a greeting
““Good Morning”Good Morning”
““Good Afternoon”Good Afternoon”
““Good Evening”Good Evening”
Answering the TelephoneAnswering the Telephone
Identify the departmentIdentify the department
Business CenterBusiness Center
HousekeepingHousekeeping
Front DeskFront Desk
Identify the departmentIdentify the department
Business CenterBusiness Center
HousekeepingHousekeeping
Front DeskFront Desk
Answering the TelephoneAnswering the Telephone
Identify yourselfIdentify yourself
““Lohitakksh speaking”Lohitakksh speaking”
““Pooja speaking”Pooja speaking”
Identify yourselfIdentify yourself
““Lohitakksh speaking”Lohitakksh speaking”
““Pooja speaking”Pooja speaking”
Answering the TelephoneAnswering the Telephone
Offer assistanceOffer assistance
““How May I Help/Assist How May I Help/Assist
You?”You?”
Offer assistanceOffer assistance
““How May I Help/Assist How May I Help/Assist
You?”You?”
Answering the TelephoneAnswering the Telephone
““Good Morning, Good Morning,
Business Center, Mike Business Center, Mike
speaking, How May I speaking, How May I
help you?”help you?”
““Good Afternoon, Good Afternoon,
Finance, Aseem Finance, Aseem
speaking, How May I speaking, How May I
help you?”help you?”
““Good Morning, Good Morning,
Business Center, Mike Business Center, Mike
speaking, How May I speaking, How May I
help you?”help you?”
““Good Afternoon, Good Afternoon,
Finance, Aseem Finance, Aseem
speaking, How May I speaking, How May I
help you?”help you?”
Transferring or Transferring or Placing Calls on HoldPlacing Calls on Hold
Handle calls yourself where Handle calls yourself where
possiblepossible
Transfer calls directly to the Transfer calls directly to the
correct extension correct extension
Handle calls yourself where Handle calls yourself where
possiblepossible
Transfer calls directly to the Transfer calls directly to the
correct extension correct extension
Transferring or Transferring or Placing Calls on HoldPlacing Calls on Hold
Always ask if you can put the person Always ask if you can put the person
on hold and wait on hold and wait
for the answerfor the answer
““Ms Dabra,the extension is busy, Ms Dabra,the extension is busy,
May I please place your May I please place your
call on hold?call on hold?
Always ask if you can put the person Always ask if you can put the person
on hold and wait on hold and wait
for the answerfor the answer
““Ms Dabra,the extension is busy, Ms Dabra,the extension is busy,
May I please place your May I please place your
call on hold?call on hold?
Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold
Explain delaysExplain delays
““Thank you for holding, Ms Dabra, the Thank you for holding, Ms Dabra, the
extension is still busy, would you like to extension is still busy, would you like to
continue holding or shall continue holding or shall
I ask Ms Dabra to call you backI ask Ms Dabra to call you back
as soon as his extension is free?”as soon as his extension is free?”
Explain delaysExplain delays
““Thank you for holding, Ms Dabra, the Thank you for holding, Ms Dabra, the
extension is still busy, would you like to extension is still busy, would you like to
continue holding or shall continue holding or shall
I ask Ms Dabra to call you backI ask Ms Dabra to call you back
as soon as his extension is free?”as soon as his extension is free?”
Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold
Let the caller knowLet the caller know
why you arewhy you are
transferring the calltransferring the call
who they arewho they are
being transferred tobeing transferred to
““Ms Dabra, I am Lohitakksh Ms Dabra, I am Lohitakksh
transferring I’m transferring your call to Mr X transferring I’m transferring your call to Mr X
who will be able to assist you in this regard.”who will be able to assist you in this regard.”
Let the caller knowLet the caller know
why you arewhy you are
transferring the calltransferring the call
who they arewho they are
being transferred tobeing transferred to
““Ms Dabra, I am Lohitakksh Ms Dabra, I am Lohitakksh
transferring I’m transferring your call to Mr X transferring I’m transferring your call to Mr X
who will be able to assist you in this regard.”who will be able to assist you in this regard.”
Transferring orTransferring orPlacing Calls on HoldPlacing Calls on Hold
Always stay on the line until the transfer is Always stay on the line until the transfer is
completecomplete
Explain to the person receivingExplain to the person receiving
the call the call
why you are transferring why you are transferring
the call the call
who the caller iswho the caller is
Always stay on the line until the transfer is Always stay on the line until the transfer is
completecomplete
Explain to the person receivingExplain to the person receiving
the call the call
why you are transferring why you are transferring
the call the call
who the caller iswho the caller is
Transferring a CallTransferring a Call ““Lohitakksh, this is Immanuel, I have Ms Lohitakksh, this is Immanuel, I have Ms
Dabra on the line who needs some Dabra on the line who needs some
information about Corporate Room Rates.”information about Corporate Room Rates.”
““Good morning, Ms Dabra, this is Lohitakksh. I Good morning, Ms Dabra, this is Lohitakksh. I
understand that you would like to know about understand that you would like to know about
our Corporate Room Rates, is that correct?”our Corporate Room Rates, is that correct?”
““Lohitakksh, this is Immanuel, I have Ms Lohitakksh, this is Immanuel, I have Ms
Dabra on the line who needs some Dabra on the line who needs some
information about Corporate Room Rates.”information about Corporate Room Rates.”
““Good morning, Ms Dabra, this is Lohitakksh. I Good morning, Ms Dabra, this is Lohitakksh. I
understand that you would like to know about understand that you would like to know about
our Corporate Room Rates, is that correct?”our Corporate Room Rates, is that correct?”
Transferring a CallTransferring a Call
Use guest’s name (personalize the Use guest’s name (personalize the
call)call)
Confirm understanding of the reason Confirm understanding of the reason
for the callfor the call
Ask a closed question for Ask a closed question for
confirmationconfirmation
Use guest’s name (personalize the Use guest’s name (personalize the
call)call)
Confirm understanding of the reason Confirm understanding of the reason
for the callfor the call
Ask a closed question for Ask a closed question for
confirmationconfirmation
Taking MessagesTaking Messages Message for…Message for…
Name and title of callerName and title of caller
Company nameCompany name
Telephone numberTelephone number
Time and date of callTime and date of call
MessageMessage
Message for…Message for…
Name and title of callerName and title of caller
Company nameCompany name
Telephone numberTelephone number
Time and date of callTime and date of call
MessageMessage
Taking MessagesTaking MessagesAction requiredAction required
Name/initials of person Name/initials of person
taking the messagetaking the message
Repeat the message Repeat the message
back back
Action requiredAction required
Name/initials of person Name/initials of person
taking the messagetaking the message
Repeat the message Repeat the message
back back
Ending the CallEnding the CallEnd the conversation on a End the conversation on a
positive notepositive note
Thank the callerThank the caller
Use the caller’s nameUse the caller’s name
End the conversation on a End the conversation on a
positive notepositive note
Thank the callerThank the caller
Use the caller’s nameUse the caller’s name
Ending the CallEnding the Call““Thank you for calling Ms Dabra, Thank you for calling Ms Dabra,
goodbye.”goodbye.”““Thank you for the booking,Thank you for the booking,
Ms Dabra, we look forward to Ms Dabra, we look forward to seeing you.” seeing you.”
““Goodbye Ms DabraGoodbye Ms Dabra
and thank you for calling.”and thank you for calling.”
““Thank you for calling Ms Dabra, Thank you for calling Ms Dabra, goodbye.”goodbye.”
““Thank you for the booking,Thank you for the booking,
Ms Dabra, we look forward to Ms Dabra, we look forward to seeing you.” seeing you.”
““Goodbye Ms DabraGoodbye Ms Dabra
and thank you for calling.”and thank you for calling.”
THANK YOU !