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Handling Telephone

The document provides guidance on properly handling telephone calls in a professional manner. It outlines several objectives for answering calls courteously and promptly, identifying callers correctly, referring calls to the appropriate individuals, analyzing non-specific calls, and more. Specific tips are given for answering calls, introducing yourself, speaking clearly, asking before putting callers on hold, preparing for calls, taking messages, and summarizing calls before ending them. Mastering telephone skills is important for effective communication and creating a favorable impression of the organization.

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Garien Nelson
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© © All Rights Reserved
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Download as PPTX, PDF, TXT or read online on Scribd
265 views

Handling Telephone

The document provides guidance on properly handling telephone calls in a professional manner. It outlines several objectives for answering calls courteously and promptly, identifying callers correctly, referring calls to the appropriate individuals, analyzing non-specific calls, and more. Specific tips are given for answering calls, introducing yourself, speaking clearly, asking before putting callers on hold, preparing for calls, taking messages, and summarizing calls before ending them. Mastering telephone skills is important for effective communication and creating a favorable impression of the organization.

Uploaded by

Garien Nelson
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Handling Telephone

Learning Objectives
• Answer telephone calls courteously and
promptly
• Identify callers correctly and establish
requirements accurately
• Refer calls correctly to the appropriate
individuals
Learning Objectives
• Analyse non specific calls and correctly
determine the receiver
• Identify and offer options and alternatives to
callers
• Give accurate information to callers
• Keep callers informed about delays
• Transfer calls correctly between extensions
Learning Objectives
• Accurately and promptly record and relay messages
• Monitor answering machines to receive calls
• Transcribe messages correctly and relay urgent
messages
• Organise and maintain up-to-date records
• Ensure that confidentiality and security procedures
are maintained
• Identify equipment faults and make prompt reports
to the appropriate persons
Learning Objectives
• Ascertain name and number of person to be
called and purpose of the call
• Place call in accordance with organisational
procedures
• Conclude conversation and restate relevant
points
• Transmit information correctly and efficiently
• Ensure customer satisfaction with telephone
exchange
Introduction
• Despite the popularity of live chat and email,
phone calls are still the preferred medium by
customers – and often the main culprit of poor
customer experiences.
• All to often staff are not trained to manage calls
professionally.
• Too often people make the simplest mistakes
when answering calls that can have a long-
lasting effect on your business
Introduction
• Therefore, here are 10 tips for answering and
handling calls professionally
Promptly answer calls.
• The average ring takes 6 seconds. If you let the
phone ring 5 times, that is equal to 30 seconds.
Picking up to quickly can also catch people off
guard. It is a good practice to answer the call on
the 3rd ring.
•
Introduction
Be warm and welcoming.
• During a phone call, you can transmit more than your
voice, you can transfer emotions. For this reason, keeping a
warm and helping attitude can leave a positive impression
on your callers
Introduce yourself and your business.
• Have you ever called a business and received a simple,
“Hello?” Then “you” must ask if you are calling “X”
business? By introducing your company and yourself, you
let the caller know they reached the correct or incorrect
place
Introduction
Speak clearly.
• There are several key elements you need to follow to
clearly communicate with callers, including: articulate
your words, use good posture, slow down and speak
up.
• Do not use slang or buzz words.
• In certain industries, like medical for example,
professionals are used to speaking the same language,
but what about your callers? Use language they will
understand
Introduction
Ask before you put people on hold.
• Leaving people hanging on a call and unsure of
what is going on can agitate people. Setting
expectations on a call is critical. So, if you are
going to put someone on hold or going to
transfer them, let them know what to expect
Introduction
Don’t just put calls through.
• Want to confuse people or worse, send someone
to uncertainty? When transferring a call, let the
caller know what is going to happen next.
• Are you sending them straight to a voice mail or
checking to see if that person is available? By
sending them straight through, this can confuse
the caller and even the person receiving the call
Introduction
Be prepared for your calls.
• It is normal for people answering the phone to find
themselves occupied with 10 other things. But, when
you answer a call, your focus needs to be on the person
at the other end of the call
Take messages properly.
• When you need to take a message, make sure to take
all the pertinent information like name of the caller, the
reason for their call, the best return phone number, and
even which business they are calling from.
Introduction
Summarize the call before it ends.
• A key ingredient to great communication is
listening. Callers will know you were listening
when you can accurately summarize what
their call was about.
• Also, in the happen chance you missed
something, it’s an opportunity to get it right
Answer telephone calls courteously and promptly

•  The telephone is one of your most important


tools used for communication in the office.
• This is so because it saves time and covers a
wide range of areas – both local and
international.
• There are different types of telephones that
are used in the office, some of which are
Answer telephone calls courteously and
promptly
• speakerphone
• automatic dialing phone
• cellular/mobile
• cordless
• picture phone/videophone
Answer telephone calls courteously and
promptly
• For you to use this equipment effectively you need to be
aware of the various features as this may vary from
telephone to telephone.
• Some features may include: 
• call waiting
• call forwarding
• continuing/three way calling
• transfer
• intercom
• mute
Answer telephone calls courteously and
promptly
• When making telephone calls you need to be aware of
the various time zones for other countries especially
when conducting business deals.
• The frequent use of the telephone and its services will
allow you to increase your confidence and efficiency in
handling telephone calls.
• This is an important duty that you will perform
because the way in which you handle your calls will
create either a favourable or unfavourable impression
of the organization for which you work.

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