Telephone Procedures Mrs Dayley Administrative Procedures Who invented

Telephone Procedures Mrs. Dayley Administrative Procedures

Who invented the telephone?

Did you know… • Right now millions of people are on the telephone? • The telephone is used in approximately 95 percent of all business transactions? • It is estimated that more than 100 million business calls are made each day?

How is using the phone at home different from using at in the office (at work)? • • More casual Pleasure Few features Answer for one or two people • More formal • Business transactions • Systems with many features • Answer for many people

Proper Procedures When the telephone rings, even before picking up the receiver, prepare yourself for the caller. You can do this as follows: • Stop ____________ • Always have a _______ ready. • Set aside the _________ and have a ___________

For a good telephone voice: 1. 2. 3. 4. 5.

When you speak on the phone, remember the following: • Never – Use ______ – Have something _______ – Run ___________

Incoming Calls • Read and take notes on this section on page 164

Hold or Transfer Calls • Read and take notes on this section on page 165

Messages

Main Components of a Message • Read page 166 -168 • What are the five helpful hints for getting correct information when taking a message?

Outgoing Calls • How do you prepare yourself for placing a call? – –

Evolution of the Telephone

Other Important Procedures Take notes on and be familiar with the following sections on pages 170 -171 • Personal Calls • Disconnected Calls • Wrong Number • Telephone Coverage

Recall Time • Answer questions 1 -6 from Recall Time on page 171.

Conference Calls • A conference call is : ______ • True or False: – It is not helpful to refer to a time zone map before placing long distance calls.

Time Zone Practice 123 - If it is 2: 00 p. m. in New Mexico, what time is it in Maine? If it is 6: 10 a. m. in Texas, what time is it in Nevada? If it is 3: 24 a. m. in Ohio, what time is it in California?

What is/are the number/s for directory assistance in… • • • Alabama? Minnesota? Pennsylvania? Kansas? Wyoming?

Describe the following special features: pages 174 -176 • • • Automatic Callback Call Forwarding Call Hold Call Waiting Distinctive Ring Speed Calling • Wide-Area Telecommunications Services • 800 or 888 Service • Caller ID • Internet Access

Writing Time • How have telephones impacted your life? • What would life be like without the phone? • Are telephones positive? • When are they negative? • Write two paragraphs describing your thoughts and opinions on these and related topics.

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